AI Infrastructure - Technical Account Manager-1 (m/f/d)

Job Description

As a Technical Implementations Manager at Northern Data Group, you will be responsible for ensuring the seamless onboarding of new cloud and colocation customers, overseeing the technical delivery of services, and managing customer environments to meet contracted specifications. This role will require close collaboration with the engineering team, providing comprehensive customer documentation, and facilitating a smooth handover to our technical support group. Your primary goal is to ensure our customers have a positive experience as they transition to live services with Northern Data Group.

YOUR RESPONSIBILITIES:

Customer Onboarding:

• Lead the onboarding process for new cloud and colocation customers, ensuring all initial setup and configuration tasks are executed smoothly.
• Serve as the primary point of contact for new customers during the onboarding phase, managing expectations and timelines.

Technical Delivery Management:

• Collaborate closely with the engineering group to oversee the technical delivery of customer services.
• Ensure the provisioning of customer environments is completed in accordance with contracted specifications and within agreed timeframes.
• Monitor progress and coordinate with internal teams to resolve any issues that may arise during the implementation phase.

Documentation and Communication:

• Develop and maintain comprehensive customer documentation, including environment configurations, support processes, and escalation procedures.
• Ensure all documentation is accurate, up-to-date, and readily available to internal teams.
• Provide customers with a comprehensive welcome package, including a welcome letter, support contact details, and customer account information.
• Configure and manage customers’ designated points of contact within Northern Data’s support portal and service desk system.

Service Activation and Support Handoff:

• Facilitate the hand-off process to the technical support group once customer services are live, ensuring all relevant information is accurately communicated.
• Conduct post-implementation reviews to ensure customer satisfaction and identify opportunities for improvement.

Continuous Improvement:

• Identify opportunities to improve onboarding processes, customer communications, and technical delivery methods.
• Work with internal teams to develop and implement best practices for customer onboarding and service delivery.

Customer Relationship Management:

• Build and maintain strong relationships with customers throughout the onboarding process and beyond, ensuring a high level of satisfaction and engagement.
• Serve as the Technical Account Manager through the life cycle of the client, acting as a key escalation point for technical issues.
• Act as an advocate for the customer within Northern Data, ensuring their needs and concerns are addressed promptly.

YOUR QUALIFICATIONS

• 3-5 years of experience in technical project management, customer onboarding, or technical implementations, preferably in a cloud or colocation environment.
• Strong understanding of cloud infrastructure, colocation services, and IT networking.
• Excellent project management skills with a proven ability to manage multiple projects simultaneously.
• Strong communication and interpersonal skills with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Proficiency in using service desk and support management tools.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• PMP or ITIL certification is a plus.