Enterprise Technical Account Manager

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a work hard, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview

Dedicated liaison and technical program management expertise to empower enterprise clients.

Enterprise Technical Account Management Services are subscribed at the client level contingent upon client's service composition, ongoing growth, initiatives, strategic, and technical program management needs.

The general scope of Enterprise Technical Account Management includes a combination of consultation, discovery, advisory, and status group sessions/meetings; partnering with client's stakeholders and executives to define, drive, coordinate, execute, and communicate priority initiatives.

These one-on-one and group sessions, phone inquiries, and a technical assistance program create a tailored curriculum-based approach as described below.

Thrive will provide recommendations and guidance in alignment With Thrive NextGen platform Services.

Primary Responsibilities

Primary customer point of contact and tactical liaison

• Communication and coordination champion
• Priority initiative/roadmap progress tracking
• Intimate understanding of customers workflows, business process, policy, and procedures
• Engage with and understand how users interface with technology

Technical program Management

• Provide Recurring Account Reviews
• Establish program milestones, drive alignment towards a common vision, and execute on business & strategic goals
• Coordinate communications for alignment, understanding, and resolution of issues and project constraints
• Define and communicating the program charter, roles, tasks, milestones, budgets, and success measures
• Ensure definition, alignment and focus on priority initiatives
• Create and modify business and technical documentation for planning and reporting purposes

Discover

• Develop and maintain a deep functional knowledge of client's business operations, goals, technical challenges, and critical infrastructure
• Significant customer immersion and team integration (physical, on-site presence if and when possible)
• Participate in executive and senior leadership planning and progress client meetings
• Understand customer's workflows, process, policy, procedure, and how users interact with technology
• Provide guidance and technology recommendations for planned business needs (growth, relocation, new initiatives)
• Coordinate with Thrive's project, security, network, and service delivery teams to ensure alignment with prioritized business objectives and initiatives

Assess

• Schedule & conduct technical business conversations in alignment with client's business technology drivers and ongoing internal programs
• Review current business & technology trends and offer Thrive Platform solutions to address and remediate
• Assess business risk and potential opportunities within their IT environment and provide technical solutions and mitigation recommendations
• Assist with account technical due diligence services
• Assist with cyber insurance compliance
• Assist with vendor selection

Strategy

• Assist with strategic guidance by aligning Thrive products and services with customeds business goals, objectives, and technology direction
• Provide insight to help mitigate risk with Thrive Platform products and services
• Assist with new technology/solution environment readiness
• Assist with budget forecasting and financial cost analysis reports and documentation

Requirements

• 3+ years' experience in a Technical Account Manager, Service Delivery Manager, Customer Success, Project Management, or similar client-facing technology role.
• Proven experience managing enterprise customer relationships and acting as a trusted technology advisor.
• Strong understanding of Managed Services, Cloud Technologies, Cyber Security, Networking, and IT Infrastructure.
• Experience leading customer business reviews, roadmap planning sessions, and executive stakeholder meetings.
• Ability to translate business objectives into practical technology solutions and recommendations.
• Strong project coordination and organisational skills, with experience managing multiple initiatives and priorities.
• Excellent communication, presentation, and documentation skills, with the ability to influence stakeholders at all levels.

Preferred Qualifications

• ITIL Foundation, PRINCE2, AgilePM, PMP, or similar professional certification.
• Experience working within a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), or technology consulting environment.
• Microsoft certifications in Azure, Microsoft 365, Security, or Modern Work technologies.
• Degree-level education or equivalent professional experience.