Technical Relationship Manager, Federal

ROLE OVERVIEW

The overall role of the IGEL Technical Relationship Manager, Federal is to cement a close working relationship between IGEL and the customer, helping them to strategically develop their adoption of IGEL technology solutions. The TRM provides a central focal point between the customer and the various functional divisions within IGEL.

EXPERIENCE AND QUALIFICATIONS

• Must possess a Secret, Top Secret, or equivalent security clearance
• Minimum 5 years of experience directly supporting enterprise-level customers in a TRM capacity
• 5+ years relevant engineering, consulting, or system integration experience with one or more vendors or Value-Added Resellers (VARs) in the IT industry
• Experience with application and desktop virtualization platforms (VMware Horizon, Citrix Virtual Apps and Desktops, Microsoft Remote Desktop Services)
• Knowledge of common networking concepts and protocols (TCP/IP, DHCP, DNS, VLANs, 802.1x, RADIUS, etc.)
• 2+ years of experience with managing IGEL products within a customer environment
• Experience with directory management (LDAP, Active Directory)
• Experience with troubleshooting and log gathering on both Windows and Linux platforms
• Familiarity with a scripting language a plus (PowerShell, bash, python)
• Familiarity with common database platforms and concepts a plus (Oracle, MSSQL, MySQL)
• Industry-standard certifications in any of the above-mentioned technologies a plus (e.g. VCP, CCA/CCP, MCSE, RHCA, etc.)
• Good interpersonal and communication skills
• Able to work independently, under pressure and multitask
• Be willing to pitch in and be part of the team in all aspects of company life
• Be Pro-active
• Be able to adapt to continuous innovations
• Very good self-management skills, such as personal organization and timekeeping.

RESPONSIBILITIES

• Hold a top-secret security clearance
• Develop a strong, positive strategic relationship with the customer
• Provide knowledge transfer of IGEL products and functionality
• Assist with the escalation of support incidents through resolution
• Assist in the escalation of support queries to the relevant channels
• Assist in the creation of customer feature requests as a conduit to product management
• Ratify customer projects and provide guidance around further projects / upgrades
• Develop and align a comprehensive account plan with the customer, documenting customer environment, expectations, priorities and technology deployment roadmap
• Develop a good understanding of the customer environment and use this knowledge to proactively drive improvements and efficiencies within Customer environment
• Advise the customer on technical best-practices as their IGEL trusted adviser
• Use your in-depth knowledge of the customer environment to uncover additional IGEL product sales opportunities
• Able to visit customer locations on a regular basis, up to 30% travel required.

WE OFFER

• Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
• 11 company-paid holidays per year
• 18-22 days of PTO per year (18 days in year 1, 20 days starting in year 2 and 22 days after 5 years of service)
• Sick time of 10 days per year, with rollover of unused days up to maximum limit
• 401(k) plan with 100% company match, up to $15,000 per year
• Paid maternity and paternity leave
• Monthly home office allowance
• Remote working opportunities and flexible working times, so you can combine your demanding work with your personal goals
• Employee Assistance Program (EAP) and Financial Wellness tool
• Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
• Wellbeing apps, including Rightway, Headspace and Wellhub
• Training and development opportunities to advance your career
• President’s Club for the highest performing salespeople and overachievers
• An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
• A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!