Technical Relationship Manager
IGEL Technology, Washington, District of Columbia, United States
THE ROLE:
The overall role of the IGEL TRM is to cement a close working relationship between IGEL and the customer, helping them to strategically develop their adoption of IGEL technology solutions. The TRM provides a central focal point between the customer and the various functional divisions within IGEL.
Due to compliance and tax reporting reasons, this position is open to candidates living in the following states: AR, AZ, CA, CT, DC, DE, FL, GA, IA, IL, IN, MA, MD, MI, MO, NC, NJ, NY, OH, OR, PA, TX, UT, SC, VA, WA, and WI.
TASKS AND RESPONSIBILITIES:
Develop a strong, positive strategic relationship with the customer.
Provide knowledge transfer of IGEL products and functionality.
Assist with the escalation of support incidents through resolution.
Assist in the escalation of support queries to the relevant channels.
Assist in the creation of customer feature requests as a conduit to product management.
Ratify customer projects and provide guidance around further projects / upgrades.
Develop and align a comprehensive account plan with the customer, documenting customer environment, expectations, priorities and technology deployment roadmap.
Develop a good understanding of the customer environment and use this knowledge to proactively drive improvements and efficiencies within Customer environment.
Advise the customer on technical best-practices as their IGEL trusted adviser.
Use your in-depth knowledge of the customer environment to uncover additional IGEL product sales opportunities.
EXPERIENCE AND QUALIFICATIONS:
Minimum 5 years of experience directly supporting enterprise-level customers in a TRM capacity
5+ years relevant engineering, consulting, or system integration experience with one or more vendors or Value Added Resellers (VARs) in the IT industry
Minimum 5 years work experience with virtual technologies such as Citrix, VMWare, Microsoft AVD
Experience with application and desktop virtualization platforms (VMware Horizon, Citrix Virtual Apps and Desktops, Microsoft Remote Desktop Services)
Knowledge of common networking concepts and protocols (TCP/IP, DHCP, DNS, VLANs, 802.1x, RADIUS, etc.)
2+ years of experience with managing IGEL products within a customer environment
Experience with directory management (LDAP, Active Directory)
Experience with troubleshooting and log gathering on both Windows and Linux platforms
Familiarity with a scripting language a plus (PowerShell, bash, python)
Familiarity with common database platforms and concepts a plus (Oracle, MSSQL, MySQL)
Industry-standard certifications in any of the above-mentioned technologies a plus (e.g. VCP, CCA/CCP, MCSE, RHCA, etc.)
PERSONAL SKILLS
Good interpersonal and communication skills.
Ability to work independently, under pressure and multi task.
Be willing to pitch in and be part of the team in all aspects of company life.
Be Pro-active.
Be able to adapt to continuous innovations.
Very good self-management skills, such as personal organization and time-keeping
WE OFFER:
Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
11 company-paid holidays per year
18-22 days of PTO per year (18 days in year 1, 20 days starting in year 2 and 22 days after 5 years of service)
Sick time of 10 days per year, with rollover of unused days up to maximum limit
401(k) plan with 100% company match, up to $15,000 per year
Paid maternity and paternity leave
Monthly home office allowance
Remote working opportunities and flexible working times, so you can combine your demanding work with your personal goals
Employee Assistance Program (EAP) and Financial Wellness tool
Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
Wellbeing apps, including Rightway, Headspace and Wellhub
Training and development opportunities to advance your career
President’s Club for the highest performing salespeople and overachievers
An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!
#J-18808-Ljbffr
Due to compliance and tax reporting reasons, this position is open to candidates living in the following states: AR, AZ, CA, CT, DC, DE, FL, GA, IA, IL, IN, MA, MD, MI, MO, NC, NJ, NY, OH, OR, PA, TX, UT, SC, VA, WA, and WI.
TASKS AND RESPONSIBILITIES:
Develop a strong, positive strategic relationship with the customer.
Provide knowledge transfer of IGEL products and functionality.
Assist with the escalation of support incidents through resolution.
Assist in the escalation of support queries to the relevant channels.
Assist in the creation of customer feature requests as a conduit to product management.
Ratify customer projects and provide guidance around further projects / upgrades.
Develop and align a comprehensive account plan with the customer, documenting customer environment, expectations, priorities and technology deployment roadmap.
Develop a good understanding of the customer environment and use this knowledge to proactively drive improvements and efficiencies within Customer environment.
Advise the customer on technical best-practices as their IGEL trusted adviser.
Use your in-depth knowledge of the customer environment to uncover additional IGEL product sales opportunities.
EXPERIENCE AND QUALIFICATIONS:
Minimum 5 years of experience directly supporting enterprise-level customers in a TRM capacity
5+ years relevant engineering, consulting, or system integration experience with one or more vendors or Value Added Resellers (VARs) in the IT industry
Minimum 5 years work experience with virtual technologies such as Citrix, VMWare, Microsoft AVD
Experience with application and desktop virtualization platforms (VMware Horizon, Citrix Virtual Apps and Desktops, Microsoft Remote Desktop Services)
Knowledge of common networking concepts and protocols (TCP/IP, DHCP, DNS, VLANs, 802.1x, RADIUS, etc.)
2+ years of experience with managing IGEL products within a customer environment
Experience with directory management (LDAP, Active Directory)
Experience with troubleshooting and log gathering on both Windows and Linux platforms
Familiarity with a scripting language a plus (PowerShell, bash, python)
Familiarity with common database platforms and concepts a plus (Oracle, MSSQL, MySQL)
Industry-standard certifications in any of the above-mentioned technologies a plus (e.g. VCP, CCA/CCP, MCSE, RHCA, etc.)
PERSONAL SKILLS
Good interpersonal and communication skills.
Ability to work independently, under pressure and multi task.
Be willing to pitch in and be part of the team in all aspects of company life.
Be Pro-active.
Be able to adapt to continuous innovations.
Very good self-management skills, such as personal organization and time-keeping
WE OFFER:
Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
11 company-paid holidays per year
18-22 days of PTO per year (18 days in year 1, 20 days starting in year 2 and 22 days after 5 years of service)
Sick time of 10 days per year, with rollover of unused days up to maximum limit
401(k) plan with 100% company match, up to $15,000 per year
Paid maternity and paternity leave
Monthly home office allowance
Remote working opportunities and flexible working times, so you can combine your demanding work with your personal goals
Employee Assistance Program (EAP) and Financial Wellness tool
Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
Wellbeing apps, including Rightway, Headspace and Wellhub
Training and development opportunities to advance your career
President’s Club for the highest performing salespeople and overachievers
An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!
#J-18808-Ljbffr