Manager, Technical Relationship Management

Role - Manager, Technical Relationship Management

Acme is hiring a Manager, Technical Relationship Management to join our industry-leading and highly recognized support organization to lead a growing team of Technical Relationship Managers (TRM) in North America. TRMs are a technical Acme platform professional who build trusted advisor relationships with premier accounts, and acts as a single point of contact and voice-of-the-customer for their accounts into Acme business functions (Support, Engineering, Product Management, Marketing, Executive Staff). Experience leading similar customer-facing delivery teams, driving process improvement and day-to-day management are core requirements.  Preferably, the candidate has direct Customer Relationship Management, involving direct customer facing interaction, delivery experience and has demonstrated industry experience engaging customers in leading Enterprise solution environments (VDI, RDBMS MSSQL/Oracle/SAP, Big Data) in large scale enterprise deployments.  Highly desired is business development background aligned with driving program growth.

Responsibilities

• Lead and manage a team of Technical Relationship Managers and responsible for the overall direction and performance of the team
• Assist with setting the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
• Roll-up up one’s sleeves and get deeply engaged in accounts directly and also to develop/deliver sales enabling content to facilitate program success
• Applying business development methodologies, grow TRM offer penetration across the region.
• Ensure TRM value-added processes and deliverables adhere to the scope and compliance in delivery
• Proactive monitoring of routine account deliverables and execution of internal team goals and deliverables
• Interact with account and regional sales team to stay on top of any new/desired content deliveries and/or reporting
• Participate in and drive Sales Account Planning and support account penetration/pipeline growth strategies
• Consistently improve content the customer experience by delivering superior engagement
• Understand the talents and goals of team members, and support their development and career growth

Requirements

• Bachelor’s Degree in Computer Science, Engineering or related field, or equivalent technical experience is required
• 5-7 years of successful people management experience, successful experience managing team resources, schedules, and priorities in concert with field and customer requirements
• Excellent written and verbal communication
• Thrives in a fast-paced, dynamic environment
• Technical aptitude and familiarity with data center, virtualization technologies and processes necessary for customer success in this role
• Demonstrated ability to manage relationships and cross-functional efforts, programs, or projects
• Demonstrated ownership and problem-solving skills
• Experience in operations with demonstrated progressively increasing responsibility, with a proven track record in process improvement and operational excellence in support of scaling a given business function
• Ability to collaborate effectively with cross-functional teams, including Sales, Support, Engineering, Product Management and Consulting Services.
• Ability to manage multiple projects and tasks, determining project urgency and execute detailed action plans in collaboration with customers and Acme stakeholders
• It is highly desired that the candidate has several years of direct Customer Relationship Management experience
• Desired: MBA