Technical Account Manager

For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.

Yorktel is currently seeking a Technical Account Manager who will have ownership of the contractual deliverables and overall operational success of Yorktel Managed Services and the Utelogy Platform. Their actions ensure continuous operations, accurate alerting/reporting as well as highly effective internal/external communication. They proactively research new updates to be applied to custom monitoring solutions, stay abreast of trending issues with known errors that result in FW/patch updates, and provide operational recommendations to stabilize or enhance Monitoring and Management in reference to the living client environment through Self-Heals and other customized functionality within Utelogy. They will work with the operations team to proactively coordinate necessary updates to prevent failures, assess and implement Change Control operations for quarterly estate FW updates, work with TechOps personnel to review complex issues that have evaded resolution or successful root cause analysis, resolve client incidents, identify/troubleshoot service needs based on Trending Analysis, and determine operational system/process improvements by working with the CSM’s/PrM’s and SDM’s. They are also expected to assist in the internal discovery process, contributing to the communication and management of any service degradation or technical escalation internally and externally.

Roles & Responsibilities:

Support CSM’s in the delivery of Managed Services obligations including but not limited to:

• End of Service / End of Life reporting
• Inventory Management
• SLA Performance
• Capacity Management
• Software/Firmware Management
• Security and Vulnerability Management
• Moves, Adds, Changes & Deletions (MACDs)
• Usage
• Availability Management
• Service Run Book
• Troubleshooting Steps/Knowledge Base Articles
• Change Management
• Provide additional explanations and insight as needed for client understanding in delivery of Technical Documentation
• Consistently meet with Service Desk Team and Service Management to communicate technical and site-specific information in a comprehensive, thorough, and detailed manner
• Analyze trending case data independently and as required to support customer recommendations; own and drive continuous improvement
• Quantify Root Causes from trending analysis of case work and trip reports to help drive escalations to resolution and deliver findings to the client
• Be the single point of contact for coordinating large efforts/handling escalations and own communications between the Service Desk, internal SME’s/engineers, FE’s, OEM’s, and CSM
• Own documentation updates to ensure ongoing accuracy
• Plan, draft, communicate and implement Continuous Service Improvement plans
• Regularly communicate with Office of the CTO for Design/Deployment improvements for Managed Services customers
• Liaise with CSM’s to share knowledge of all Yorktel Service initiatives, sales, operations, and support roadmaps, associated with their customers; highlight potential areas for upsell/cross-sale opportunities
• Validate customer data integrity across all platforms and databases regarding endpoint naming conventions and device/network information
• Facilitate Change Management following both Yorktel and customer change control processes
• Liaise with CSM & SDM to organize and manage customer compliance tasks for on-going Managed Service success
• Proactively develop and maintain user guides and training collateral
• Timely delivery of assigned initiatives within deadlines
• Conform to company technical standards and practices
• Continuously improve Technical Account Management process and methodologies
• Other duties as assigned

Skills & Abilities:

• Strong Organizational and Research skills
• High attention to detail and ability to multitask
• Exceptional customer service skills for white glove treatment
• Critical analysis of symptomatic device/system behavior gathered via Troubleshooting to determine Root Cause, Workaround Options, and resolve recurring/escalated Trouble Tickets
• Use information gathered in Trending/Critical Analysis to identify, build, and deploy optimized automated behavior based on state pins and action triggers
• Domestic Travel requiring multi-night stays in and outside the local work area
• Valid Passport for international travel, if needed
• Valid U.S. Driver’s License
• Must be willing to apply for Security Clearances, SSA Suitability, and other related clearances to be able to support certain accounts and sites
• Flexibility in terms of scheduled availability

Experience in, and a working knowledge of the following areas is required:

• Utelogy
• Professional Services
• Managed services
• Technical support services
• ServiceNow
• Cloud based collaboration Services (Teams, Zoom, Webex, etc.)
• Unified communication and collaboration solutions
• System Integration
• Video conferencing infrastructure
• Video conferencing networks

• In depth understanding of OEM cloud based Monitoring Platforms, the key requirements in the client environment to maintain said Monitoring, and the limitations of the Monitoring Tools
• Familiarity managing and driving OEM Support Cases to resolution
• Developed skillset of adopting, expanding, and innovating solutions when facing a complex issue
• Ability to work collaboratively across all organizational levels including executives, managers, front line, technical subject matter experts, and IT etc.
• Excellent written/verbal communication skills
• Proficient in Microsoft Suite (Outlook, Excel, Word, PowerPoint)
• The candidate must have the ability to travel as required in support of regular site visits to customer location(s)

Education & Experience:

• Microsoft 365 and/or other certifications a plus
• Microsoft 365 Device Management
• Experience with Utelogy or a comparable 3rd Party Management & Control Software Platform
• ITIL/ITSM certifications a plus
• 5 Years Audiovisual, Managed Service, Technical Services, or Program Management
• BA/BS in Management, Engineering, or equivalent experience
• TAM is should have experience with supported OEM tools such as Utelogy, Crestron XIO & Remote Client, BIAMP SageVue, Webex Control Hub, Poly Lens, MS Pro Portal, Teams Admin Center, TeamViewer, etc.; as well as our ticketing system ServiceNOW (SNOW; experience preferred, training available)
• TAM will need a working understanding of network technologies, device level networking, and network topology (CCNA preferred)

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.