Hostway Engagement Manager - Technical Accounts in Dallas, Texas
Hostway and HOSTING have merged, creating one of the largest managed cloud services platforms in the world. Together, Hostway | HOSTING has been a global leader in managed and cloud hosting for over 20 years, serving customers ranging from start-ups to Fortune 500 companies, and specializing in hosting mission critical workloads and applications. We deliver highly secure, compliant, and always available solutions to thousands of customers worldwide and commit ourselves to:
Live by our Customer Pledge by giving each and every customer the exceptional service they deserve.
Providing unmatched technical expertise.
Empowering customers to run their apps where they run best, made possible by our hybrid cloud.
Providing customers with 24/7 phone access to real experts, including cloud-hosting experts who are committed to solving customer problems.
We are first and foremost a service company, enabled by technology… not the other way around. We believe that service is the core to creating a vibrant, “built-to-last” organization. If what we’ve said isn’t a mission you can get behind, or you are looking for a big paycheck to do more “directing” than “doing”… stop reading.
Still with us? You likely believe that there is more to a job than just getting paid, and that the mission really matters. Good. Because we believe that too.
For more information about Hostway | HOSTING, please visit http://www.hostway.com.
Engagement Managers (EM) own the customer relationship 24x7 and serves as their primary Hostway|Hosting advocate and point of contact. The EM will be responsible for understanding the customers Desired Business Outcomes (DBOs) and using those DBOs to generate Guidance Level Agreements (GLAs) specific to the assigned key customer. The EM is directly responsible for customer success and growth through giving guidance using the tools developed and provided by the company along with promoting products that are suitable for their business. This requires intimate knowledge of all assigned customers’ environments.
The EM will work closely with both the Operational Support team and the Account Manager (sales) to provide accurate and relevant guidance and propose relevant solutions for customer growth. The EM will be an escalation point-of-contact for any outage incident that occurs in their customer base. The EM will assist in directing escalation calls and manage resources to find the solution to the issue.
An ideal EM will have expert knowledge of the hosting industry. Engagement Managers must exhibit accountability, ownership, strong communication and organizational skills to insure a positive customer outcome.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
Delivering Guidance Level Agreements based on Performance and Availability, Security, and costs.
Communicate effectively and consistently with clients, Sales, and all Operational Teams.
Maintains close communication with identified key customers, as well as facilitate communication with internal teams if/when necessary. They are responsible for identifying potential areas of concern for customers before they arise and ensuring an enterprise-grade Service Delivery experience
Responsible for coordinating the implementation of technical solutions, customer migrations (relocations, consolidations, cloud migrations), and Infrastructure modernizations/Optimization
Accountable for assigned customers’ relationship NPS(rNPS); create roadmaps to maintain or improve rNPS scores
Setup regular cadence calls with all assigned customers.
Track all projects for assigned customers and report on progress internally
Be accountable for up-to-date customer notebooks/run books and ensure the support teams are trained and held responsible for maintaining accurate and up-to-date customer notebooks
Review customer environments with the Hostway|Hosting Support team to identify any performance and availability risks; communicate identified risks internally; develop risk mitigation plans with the account team.
Work with the Support team to identify and make recommendations on the best technical solutions to meet their application needs.
Identify and report on the most common issues and customer needs to ensure programs are developed and execute to address these issues.
Coordinate with troubleshooting teams of experts to resolve complex customer issues when significant problems are unresolvable by conventional means.
Attend product demos to be aware of new upcoming products;
Attend weekly meetings for escalations, CAB and IRB; provide input and take actions as required to ensure highest levels of service availability and performance for assigned customer base.
Continuously develop industry knowledge and learn new technologies to help educate our customers.
Be held accountable for maintaining ITIL and similar compliance processes
Ability to hold regular governance sessions with all levels of leadership, both internally and externally
Follow and enforce our standard, documented Change Management Policy, Procedures and Checklists.
Work on internal projects and tasks as required.
Must deliver an exceptional customer experience every day.
DESIRED MINIMUM QUALIFICATIONS:
Bachelor’s degree or equivalent work experience
Excellent customer service focus
Excellent verbal and written communication and documentation skills with great attention to detail and accuracy
Strong interpersonal and organizational skills
Excellent problem solving and the ability to prioritize tasks and responsibilities
Ability to work independently or as a team to approach problems creatively and resolve them in an effective and timely manner
Basic understanding of Internet and networking technologies
Basic understanding of MSSQL, MySQL
Basic understanding of Linux and Windows Operating systems
Basic understanding of virtual environments such as VMware
Computer hardware knowledge. (server experience a plus)
Basic understanding of computer networking.
Basic understanding of web, application, email, and database servers.
Basic understanding of IaaS one or more platform(s) - AWS, Azure, Google, VMWare.
Working knowledge of internet technology and web hosting.
Understands the link between a customer’s technical environment and their business demands.
Ability to follow written and verbal instruction
Must have flexible shift availability including evenings, overnights, weekends and some holidays.
Possess the desire to take on advanced responsibilities
Ability to manage through difficult situations internally and with external customers.
Ability to work collaboratively with customers and all functional team members.
Intermediate understanding of the implementation, limitations, and ideal use cases for a hybrid hosting environment.
Visio expertise and the ability to create diagrams for both new/existing customer platforms.
Hostway | HOSTING offers a competitive salary and benefits including Paid Time Off, free Medical to Employees, Dental, retirement plan with 401(k) match, and much more. If you are interested in joining a profitable, growing, and dynamic company, we want to hear from you! Hostway is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal, State or local law.
Hostway | HOSTING thanks all candidates for their interest; however, only shortlisted candidates will be contacted.