Technical Account Manager (TAM)

Role

The Technical Account Manager (TAM) is responsible for supporting and mentoring one or more clients (limited number of clients) by being their primary point of contact. This person reports directly to the infrastructure manager responsible for Micrologic's cloud infrastructure. The team of Technical Account Managers aims to manage client files and accelerate the transition to Cirrus services, while guiding clients in adapting to best cloud practices. Based on their technical knowledge, they act as a technical liaison between the clients they manage and the internal teams of the various technical aspects related to IaaS, BaaS, DRaaS, Cloud Platform, and other Cirrus products and solutions.

Responsibilities

• Interpret, validate, and prioritize client needs effectively;
• Responsible for bringing new client requirements to Cirrus product groups for validation and prioritization. Acts as a liaison agent between product groups and clients;
• Improve alignment with the client's commercial pace by maintaining a proactive, client-focused relationship;
• Responsible for network integration and connectivity to Cirrus services;
• Help the client adopt best cloud practices;
• Responsible for capturing and managing key client metrics and activities;
• Gather and present performance statistics of client environments and services;
• Guide the client in effectively using products and services;
• Coordinate project implementation activities with internal stakeholders and the client;
• Accelerate the transition to Cirrus services;
• Monitor client support cases.

Required Skills

• Comfortable interacting with key stakeholders of major accounts in delicate situations;
• Advanced presentation skills to a varied audience: technical specialists and executive managers;
• Excellent communication skills in both French and English (advanced English level);
• Technical analysis and troubleshooting skills for complex technical solutions;
• Excellent client orientation;
• Any other equivalent experience considered.

Required Qualifications

• Hold a bachelor's degree in computer science, engineering, economics, or business administration, or possess equivalent experience;
• Possess a minimum of 10 years of experience in the IT industry;
• Possess at least 5 years of experience in account management, technical project management (TPM), or technical services in a large-scale IT infrastructure.

Technical Skills

• Advanced knowledge of networking, routing concepts, and IP protocols;
• Understanding of physical connectivity requirements linking data centers and internal;
• Knowledge of cloud security principles and best practices, including identity and access management, data encryption, network security, and compliance standards;
• Solid knowledge of backup platforms, including Cohesity and Veeam;
• Familiar with disaster recovery planning: understand disaster recovery planning principles and understand the design and implementation of backup strategies to ensure business continuity in case of data loss or system failure;
• Experience in implementing and managing cloud solutions;
• Understanding of server virtualization concepts;
• Experience with collaborative technical suites such as Jira and Confluence.

*Micrologic subscribes to the employment equity program, which implements measures to increase the representation of targeted groups, namely women, Indigenous peoples, visible minorities, and people with disabilities.* *People with disabilities may receive assistance for the pre-selection and selection process, if desired.* *In accordance with Law 25 and applicable regulations, when you apply for one of our job opportunities, you authorize Micrologic to retain the submitted data in a candidate database.* *The masculine is used solely to lighten the text and refers to both women and men.