Technical Relationship Manager

Position: Technical Relationship Manager
Location: ​US - ​Remote

THE ROLE:
The overall role of the IGEL Technical Relationship Manager 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.

EXPERIENCE AND QUALIFICATIONS

• 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.
• 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.)
• Good interpersonal and communication skills.
• Ability to work independently, under pressure and multitask.
• 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 timekeeping.

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

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!

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

Additional information:
Please clickhere to access the information according to art. 13 data protection regulation (DSGVO) for applicants

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