Technical Relationship Manager, Federal
Position: Technical Relationship Manager, Federal
Location: Remote - Washington DC Metro Area
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. Ideally this TASKS AND RESPONSIBILITIES
- Hold a top-secret security clearance.
- 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.
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
- 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.
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 wor