Epoch Concepts

Technical Account Manager

• Provides strategic account management and high-level technical support to both existing and prospective project teams and customers
• Mentors and trains Technical Account Specialists
• Conducts regular customer visits within assigned portfolio to ensure services are performing optimally and identify opportunities for expanded solutions and products
• Oversees the installation and integration of services and coordinates closely with Business Operations to ensure timely equipment delivery and contract compliance
• Maintains strong, ongoing communication with key customers and serves as a liaison with technical support teams and OEM partners as needed
• Post sales delivery, coordination and white glove service of solutions and maintaining customer relationships with Federal customers
• Identify potential areas of concern for customers before they arise and make recommendations based on operational needs
• Coordinate with OEMs for equipment delivery, installation and support, including on customer’s site projects as required
• Coordinate equipment build and delivery requirements with Epoch’s Integration Facility located in Albuquerque, NM
• Maintain and extend customer relationships in a post-sales environment and identify potential new solutions opportunities to the pre-sales team
• Integrate tightly with the sales team and pre-sales engineering team to ensure support of a comprehensive customer account strategy
• Communicate with clients and internal teams to explain products and implementation schedules and document technical requirements, schedules and client interactions
• Respond to technical concerns and problems, ensuring smooth implementation and launch
• Responsible for technical documentation such as rack elevations, cable mapping, solution diagrams, configuration workbooks, site surveys, deployment planning
• Maintain and/or acquire required software and/or hardware certifications based upon company needs and requirements
• May include travel up to 15%