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Technical Relationship Manager

Position:

Technical Relationship Manager

Location:

Remote, Western US

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.

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
  • Ability to visit customer locations on a regular basis, up to 30% travel required

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
  • 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 & Soft Skills requirements

• 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

 

Please send your CV to jobs@igel.com

Interested in the position?

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