Technical Account Manager, LightEdge Solutions
More information about location
Cloud hosting, colocation & consulting
Be an early applicant
Cloud hosting, colocation & consulting
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To create and capture opportunities for our clients through the right solutions targeting the right problems.
Role
Who you are
- Associate degree in Information Technology, a related discipline, relevant certifications, or an equivalent combination of education and work experience will be considered
- 4-7 years of experience in a technical support, system administration, engineering, or customer experience role
- Experience working in a datacenter or managed service provider a plus
- Experience using ServiceNow, Salesforce, and Waterfall / Kaban style project management software
- Strong troubleshooting and problem-solving skills
- Experience working and opening trouble tickets with vendors and / or telecom carriers
- Excellent communication and interpersonal skills for work in a collaborative team environment
- Capable of managing multiple projects simultaneously
- Ability to multi-task and operate with minimal supervision, adjusting priorities accordingly
- Able to maintain professional demeanor under stress
- Demonstrated willingness to learn and adapt to changes in technology
- Able to remain solution-focused and composed in high-pressure situations
- Demonstrated ability to learn and adapt to new technologies
What the job involves
- The Lightedge Technical Account Manager will deliver professional and expert support to our Strategic customers, engaging directly on complex projects and day to day operations
- This role encompasses both the support and troubleshooting of customer issues as well as the creation of detailed supporting documentation
- With a balanced approach, the Technical Account Manager excels in resolving complex challenges and orchestrating with internal operations teams to ensure prompt support, prioritization of issues, and customer satisfaction
- This position will report to the Sr VP of Operations and will serve as the primary point of contact for assigned customers to address and resolve technical issues, demonstrating a trusted commitment to delivering a superior customer experience
- Engage in collaborative efforts with internal teams to streamline issue resolution and maintain regular communication with leadership, client experience teams, and sales to align on customer strategies and feedback
- Partner with client experience teams to host quarterly reviews with customers to evaluate and ensure the precision and relevance of technical documentation, fostering an environment of continuous improvement and alignment with customer objectives, and ticket resolution
- Facilitate and manage customer-driven projects and system upgrades, ensuring seamless integration and minimal disruption to customer operations
- Maintain visibility on client environmental health and communicate effectively with external and internal teams to help ensure system uptime for assigned clients
- Facilitate the creation, update, and maintenance of critical support documentation such as environment designs, runbooks, and disaster recovery plans
- Review thorough analyses and develop strategic plans for remediation and improvement, addressing both customer and internal issues to optimize system performance
- Participate in On-Call rotation, demonstrating readiness and expertise to address urgent needs, while also managing additional responsibilities as required to adapt to the dynamic needs of customers and the organization
Our take
Founded in 1996, LightEdge Solutions is a leader in public cloud and enterprise IT technology solutions, with a focus on private, public, hybrid and multicloud colocation. Its solutions help companies connect to the cloud at a faster pace and with less hassle. It has supported more than 1300 large organisations through 12 data centres in 8 US markets.
With its solid rooting in the industry and the experience to match, it’s no surprise that LightEdge’s offerings have grown to include a full suite of digitisation solutions. From IT infrastructure optimisation to bolstering cybersecurity, Lightedge benefits from catering to a wide range of enterprise needs.
Since its buyout by GI Partners in 2021, LightEdge has embarked on a series of acquisitions itself. With four companies bought since 2021, it has stepped up successfully into this new portfolio role - and these acquisitions should keep LightEdge stable and ripe for further growth for a long time to come.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Apr 2004
$5m
GROWTH EQUITY VC
Total funding: $5m
Company benefits
- Health, Vision & Dental
- Life & Long-Term Disability Insurance
- 401(K) Match
- PTO, Sick/Personal Time & 10 Paid Holidays
- Paid Maternity, Paternity & Adoption Leave
Company HQ
Downtown Des Moines, Des Moines, IA
Leadership
Jim Masterson
(CEO & President)Previously SVP of Sales and Marketing for Terabeam, and VP of Applications and Marketing at Rhythms NetConnections. Was also an Executive Director for U S WEST.
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