Technical Account Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: 

About us:

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com.

About the position:

CloudBlue, a business unit of Ingram Micro, is the only cloud commerce engine with a proven hyperscale digital platform, and today powers the world's largest service provider marketplaces, totaling more than 30 million seats globally. CloudBlue is the result of $500 million in investments, including the acquisitions of Odin, Ensim and four other software companies. Our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud marketplace by building, scaling and monetizing services. With proven competency in SaaS, IaaS, IoT, security and XaaS technologies, we invite visionaries to join our team and make a difference in this fast-growing industry.

Ingram Micro is seeking a highly skilled Technical Account Manager to join our CloudBlue team. The ideal candidate will focus on maintaining and enhancing our customer environments, coordinating platform maintenance, and providing proactive technical guidance. This role will require you to collaborate closely with internal teams and customers to ensure optimal platform performance and customer satisfaction.

1. Environment and Platform Maintenance:

Environment Blueprint Maintenance: Regularly update and maintain customer environment blueprints to ensure they reflect current configurations and best practices.

Coordination of Platform Maintenance: Oversee and coordinate scheduled maintenance activities, ensuring minimal disruption to customer operations.

Upgrade Coordination: Lead the planning and execution of platform upgrades, ensuring smooth transitions with minimal impact on customer operations.

2. Customer Engagement and Support:

Escalation Guidance & Support: Provide expert guidance and support during escalations, collaborating with technical teams to resolve issues efficiently.

Proactive Business Impact-Based Prioritization: Prioritize technical tasks based on their potential business impact, ensuring high-value activities are addressed first.

Feature Request Advocacy: Serve as a customer advocate, conveying feature requests and feedback to the CloudBlue Product Management team.

Best Practice Guidance: Offer best practice advice to customers on platform usage and management to optimize their operations.

3. Event and Project Management:

Event Planning & Management: Plan and manage key customer events, such as upgrades, system reviews, and product roadmap sessions.

New Product Deployment Management: Manage the deployment of new CloudBlue products within customer environments, ensuring successful adoption and integration.

Facilitate Product Roadmap Sessions: Organize and lead discussions with customers about product roadmaps and future enhancements.

4. Performance Monitoring and Reporting:

Weekly Operations Review: Conduct weekly reviews of customer operations to identify and address emerging issues or opportunities.

Monthly Performance Reporting & Review: Prepare and deliver comprehensive monthly performance reports, providing insights and actionable recommendations for improvement.

About the responsibilities:

• Take over the role of CloudBlue technical advisor for assigned customer(s).

• Learn and document specifics on assigned customer(s).

• Bring the CloudBlue technical knowledge closer to the customers you manage and bring their business knowledge closer to CloudBlue teams.

• Closely collaborate with CloudBlue tech support, sales, professional services and R&D and deliver a “Customer First” strategy.

• Maintain current functional and technical knowledge of the entire CloudBlue product line.

• Resolve customer escalations around CloudBlue products.

• Deliver quarterly reviews with customers that summarize project and support issues trends and identify opportunities for improvement.

• Guide customers through upgrades to new releases of their CloudBlue products.

• Identify potential technical or business obstacles and suggesting solutions.

• Help to document best practices in developing and deploying CloudBlue solutions to select customers. Conduct a consultative review of existing IT infrastructure to determine how CloudBlue technology can best help to customer.

• Manage and drive competing requests across simultaneous customer engagements.

About you:

• 3+ year experience in customer-facing positions in support, technical account manager, sales account management or other role.

• Experience with modern software development methodologies, with emphasis on software and hardware architecture, and infrastructure design and development.

• Experience with the CloudBlue Commerce (formerly Odin Automation) platform is a big plus.

• Experience with working for or with a service provider reselling cloud services is a plus.

• Experience with Cloud Commerce/Broker platforms is a plus (e.g. AppDirect, Jamcracker, SAP Hybris).

• Strong strategic and customer focus with a clear understanding of the wider issues.

• Strong analytical skills regarding technical and project management issues.

• Flexible to be on-call to respond to high-severity customer issues during non-standard business hours.

• Strong organizational skills with an ability to manage competing customer demands.

• Excellent communication and presentation skills (English) to communicate with our world-wide partners as well as internally.

• Influential relationships skills at all levels - ability to use these relationships to deliver service improvements.

About our benefits:

• Competitive salary & Bonus system

• Additional health insurance

• Life insurance

• Food vouchers & Transport Allowance

• Well-being Program & Multisport card

• Referral and baby bonus

• Paid holiday days increasing in time

• Company discounts, that are actually usable

• Language courses

• Free access to LinkedIn Learning Platform

• Many trainings and academies, including opportunity for ACCA certification

• Great career growth and development opportunities

• Hybrid type of work

• Recognition awards

• Modern office space with free coffee and hot beverages

What are you waiting for? Apply now!

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