Enterprise Technical Account Manager

Dedicated liaison and technical program management expertise to empower enterprise clients.  Enterprise Technical Account Management Services are subscribed at the client level contingent upon client’s service composition, ongoing growth, initiatives, strategic, and technical program management needs.  The general scope of Enterprise Technical Account Management includes a combination of consultation, discovery, advisory, and status group sessions/meetings; partnering with client’s stakeholders and executives to define, drive, coordinate, execute, and communicate priority initiatives. These one-on-one and group sessions, phone inquiries, and a technical assistance program create a tailored curriculum-based approach as described below. Thrive will provide recommendations and guidance in alignment with Thrive NextGen.

Description

• Primary customer point of contact and tactical liaison
• Communication and coordination champion
• Priority initiative/roadmap progress tracking
• Intimate understanding of customers workflows, business process, policy, and procedures
• Engage with and understand how users interface with technology
• Technical Program Management
• Provide Recurring Account Reviews  
• Establish program milestones, drive alignment towards a common vision, and execute on business & strategic goals
• Coordinate communications for alignment, understanding, and resolution of issues and project constraints
• Define and communicating the program charter, roles, tasks, milestones, budgets, and success measures
• Ensure definition, alignment and focus on priority initiatives
• Create and modify business and technical documentation for planning and reporting purposes  
• Discover  
• Develop and maintain a deep functional knowledge of client’s business operations, goals, technical challenges, and critical infrastructure
• Significant customer immersion and team integration (physical, on-site presence if and when possible)
• Participate in executive and senior leadership planning and progress client meetings
• Understand customer’s workflows, process, policy, procedure, and how users interact with technology
• Provide guidance and technology recommendations for planned business needs (growth, relocation, new initiatives)

Assess  

• Coordinate with Thrive’s project, security, network, and service delivery teams to ensure alignment with prioritized business objectives and initiatives
• Schedule & conduct technical business conversations in alignment with client’s business technology drivers and ongoing internal programs
• Review current business & technology trends and offer Thrive Platform solutions to address and remediate
• Assess business risk and potential opportunities within their IT environment and provide technical solutions and mitigation recommendations
• Assist with account technical due diligence services 
• Assist with cyber insurance compliance • Assist with vendor selection  
• Strategy  
• Assist with strategic guidance by aligning Thrive products and services with customer’s business goals, objectives, and technology direction
• Provide insight to help mitigate risk with Thrive Platform products and services
• Assist with new technology/solution environment readiness
• Assist with budget forecasting and financial cost analysis reports and documentation 

Desired Behaviors

• Teamwork: works well across customer and Thrive environments
• Adaptability: embraces constant change
• Honest and high integrity
• Strong work ethic (dependable, confident)
• Willingness to learn and continuously improve
• Willingness to lean in (run to the fire)
• Ownership and accountability
• Initiative: proactive – acts without waiting to be told

Requirements

• College Degree with proven academic success or equivalent Military Experience
• 2+ years of account management or project management in a client facing role
• Goal-Driven
• Solution Sales & Technology Aptitude
• Excellent grammar, written and oral communication skills
• Strong Organizational Skills
• Experience and ability to develop a professional rapport, overcome objections and maintain influential demeanor both in person and over the phone