Specialized Account Engineer

• Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty
• Provides direct post-sales systems on site technical support for reactive and proactive customers
• Maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met
• Responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention
• Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity
• Integrate technical knowledge and business understanding to create solutions for customers
• Resolve most technical incidents independently within your technical area
• Work with team members to resolve more complex or cross-technology incidents
• Identify potential escalations and alert management proactively
• Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility
• Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility
• Balance internal needs with customer needs within defined parameters
• May identify additional services that could lead to future service revenue growth
• May provide technical consulting during contract renewal discussions
• Build strong relationship with management in assigned accounts
• Influence delivery decisions on assigned account plans
• Drive Customer Expectation management as part of escalation process
• Manage small projects/programs in the team

• US Citizenship required
• Federal Clearance required, TS/SCI
• Bachelor's degree preferred or Associate degree holder (technical field) with 4-6 years working experience in related fields desired
• Breakfix hands on experience required
• Broad knowledge of company products and services offerings
• Basic knowledge of corporate organization, job, and policies
• Comprehensive business, technical, or functional knowledge
• Well versed in core technical competencies (OS, networking, core company applications)
• Communicate effectively and tactfully to technical level, first- and middle-level management within an organization
• Active listening skills and ability to adjust messages to audience level
• Problem-solving skills (proactive, reactive and creative)
• Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions
• Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation
• Basic project management, communication, and analytical skills
• Able to suggest operational efficiencies

Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity, Long Term Planning, Managing Ambiguity

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion