Technical Account Manager

Our Why 

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. 

About the Role (your why)  

The Technical Account Manager role is responsible for maintaining relationships with current clients, addressing their technical needs as well as finding opportunities for expanding the client database. This position may also be required to work on project implementation, which may include project planning, cost analysis and vendor comparisons. The Technical Account Manager provides training and assists with proposal/SoW writing. 

What you’ll do   

• Develop support delivery strategy and related processes, escalation procedures and training. Liaise between customers and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-adds. Review and approve documents for protection of the company's contractual posture and adherence to company policy.
• Assist in the selection, development, and evaluation of personnel to ensure the efficient operation of the team. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
• Provide guidance and advice within the latitude of established company policies in order to meet schedules and resolve technical problems.
• Recommends changes to policies and establishes procedures that affect the company.
• Develop and administer schedules and performance requirements, which may include budget responsibilities.
• Support and assist with related organisational changes and activities that are required as an outcome of business improvement activities and ensure ongoing effectiveness of the organisation’s change management function. Monitor, measure and report on department operational issues, opportunities, development plans and achievements within agreed formats and timelines.

What you’ll bring  

• Knowledge of industry standards and government regulations relevant to data communications / networking.
• Extensive experience and specialist skills in the configuration and maintenance of networking/communications infrastructure, including the ability to support a variety of technologies.
• Advanced operational knowledge of networking systems and software covering both Local Area Networks (LANs) and Wide Area Networks (WANs).
• Strong skills in Router Hardware/Software, Switch Hardware/Software, SNA/MVS, Frame Relay, ATM, Protocols (TCP/IP / IPX / IBM), Routing Protocols, Firewalls. Knowledge of finance management practices, with a clear understanding of the relationship between costs, utilisation and project revenue.
• 8+ years of Sales experience.
• 5+ years of account management experience.
• Demonstrated experience in managing people and teams. Finance management experience, including cost estimation and budget tracking and reporting.
• Strong Project management skills. Extensive experience and specialist skills in the configuration and maintenance of networking/communications infrastructure, including the ability to support a variety of technologies.
• Ability to manage complex issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
• Excellent communication skills, both written and verbal.
• Proven sales ability including outstanding negotiation skills, persuasive ability and excellent communication skills.
• Strong ability to motivate and manage direct and indirect teams of employees across multiple functions.

Why join us here at Datacom? 

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. 

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment. 

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities. 

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.