Location: Remote- Washington DC Metro Area

The overall role of the IGEL Technical Relationship Manager 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. Ideally this EXPERIENCE AND QUALIFICATIONS:

• 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.
• Ability 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.
• Ability to visit customer locations on a regular basis, up to 30% travel required.