Technical Account Manager
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Job Description
Technical Account Manager supporting Legrand’s enterprise customers after implementation. Resolving data center challenges, coordinating technical teams, and driving solution adoption.
Responsibilities:
- Serve as the primary post-sales technical point of contact for assigned enterprise customers
- Build trusted customer relationships and advocate for customer needs within Legrand
- Conduct regular customer check-ins and quarterly business health reviews
- Help customers achieve business outcomes and maximize solution value
- Support customer reference activities and strengthen long-term loyalty
- Manage and track post-sales technical escalations through resolution
- Ensure support cases progress toward timely outcomes
- Troubleshoot technical issues and determine resolution paths
- Coordinate resolution across Support, Engineering, Product Management, and other internal teams
- Collaborate with development teams to identify, reproduce, document, and resolve product defects while managing customer expectations
- Provide firmware and software update recommendations and support deployment planning
- Coordinate cross-functional project teams including Professional Services, Product Management, Engineering, and Support
- Facilitate communication between customers and internal stakeholders
- Partner with Product Management to document and prioritize customer requirements
- Align future product direction with customer business and technology roadmaps
- Develop and maintain strategic customer success plans
- Identify account growth and expanded solution adoption opportunities
- Track customer activities, resource utilization, and account status
- Report customer escalations and account health metrics
- Identify and document operational processes that improve customer success and scalability
- Lead technical meetings, consultations, and product demonstrations
- Educate customers on platform capabilities, best practices, and new features
- Support deployment planning and implementation activities
- Provide updates to help customers meet deployment and operational timelines
Requirements:
- Degree in Business or a related field, or an equivalent combination of education and experience
- 5-10 years of experience in a customer-facing environment such as enterprise customer support, technical consulting, or a similar technical account management role
- Strong written, verbal, and presentation skills
- Ability to communicate effectively with technical teams, business leaders, senior executives, and C-level stakeholders
- Proven project management and cross-functional collaboration skills in in-person and virtual environments
- Strong analytical and problem-solving skills related to technical and project management challenges
- Familiarity with Salesforce.com reporting and support case trend analysis
- Data center infrastructure and deployment experience
- Solid Linux administration and user-level experience
- Knowledge of network configuration, integration, and diagnostics, including TCP/IP and HTTP(S)
- Experience troubleshooting SNMP environments, including MIB interpretation and mapping, SNMP sets/gets/walks/traps, and MIB browser tools
- Experience with VMware ESX/ESXi, Hyper-V, Proxmox, and KVM
- Strong organizational skills with the ability to manage multiple customers, projects, priorities, and commitments simultaneously
- Ability to troubleshoot technical issues and coordinate resolution paths
- Strong customer relationship management skills and a customer-first approach
- Preferred: previous Linux System Administrator experience
- Preferred: enterprise-level data center support experience
- Preferred: experience coordinating customer deployments involving multiple technical stakeholders
- Preferred: experience working with Product Management and Engineering teams to influence product enhancements
- Preferred: strategic account planning and business development experience
Benefits:
- Comprehensive medical, dental, and vision coverage
- High employer 401K match
- Paid time off (PTO) and holiday pay
- Short-term and long-term disability benefit plans
- Above-benchmark paid maternity and parental leave
- Bonus opportunities in accordance with the Company’s incentive plans
- Paid time off to volunteer
- Employee Resource Group network
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