Senior Technical Account Manager

The University of California, Berkeley, is the preeminent public university in the country. We’re also one of the leading employers in the San Francisco Bay Area. We are currently seeking a Senior Technical Account Manager in Information Services & Technology.

 

Senior Technical Account Managers manage customer relationships, design and deliver Information Services & Technology (IS&T) solutions, manage IS&T projects, and provide customer service to campus customers. The Senior Technical Account Manager is also responsible for effective marketing and communication plans for new and existing IS&T services. The incumbent will be able to define requirements and identify technology solutions, collaborate with IS&T service providers to develop new offerings, and manage strategic partnerships.

 

Responsibilities:

· Apply advanced technical project management concepts with a full understanding of project management practices and IT policies and procedures

· Assemble and direct a large project team, develop a detailed project plan, and schedule and monitor budget/spending (people and dollars)

· Monitor the project from initiation through delivery, including oversight of system integration, project and campus communications, interface with vendors, and managing risk

· Organize the interdepartmental activities ensuring completion of the project/product on schedule and within budget constraints 

· Develop and implement the process of the campus' products and services involving departmental or cross-functional teams focused on the delivery of new or existing products

· Provide analysis for highly complex, service-related issues

· Work with service providers to define new services based on results of analysis

· Develop large cross-functional relationships for delivery and manage projects to completion

· Define and deliver marketing programs and communication plans for service success

· Input change management process definition to IS&T

· Serve as process owner for IS&T Service Level Management process

· Serve as initial point of contact for new IS&T services

· Manage communications with campus personnel with a high-level of professionalism and provide accurate aggregated solutions and quotes for services 

· Manage the service delivery process from initial contact to completion

· Build relationships with campus customers 

· Identify and escalate customer issues within IS&T 

· Manage estimate and proposal templates for IS&T and forward to billing unit for action upon approval

· Insure booking of recharge commitments is consistent and accurate on first billing

· Provide leadership/mentorship to Technical Account Managers

· Collaborate with other members of the team 

· Participate in campus forums

 

Requirements:

· Strong interest and experience with managing customers and customer relationships

· Broad knowledge of all aspects of computing

· Experience with the evaluation, procurement, installation, support, and maintenance of computer systems, and experience with the design and implementation of computer-based services

· High-level of technical knowledge and ability to assess campus needs for information technology services and to design these services to meet administration, research, and instructional need

· High-level of proficiency in project management

· Experience with the development of proposals in a technology services environment

· Demonstrated history of process development, or the development of a new business function

· Demonstrated skill and interest in the development of marketing and communications programs

· Excellent verbal, written, and presentation communication skills

· Ability to work under pressure, have the aptitude for excellent attention to detail, and follow through on customer commitments

· Demonstrated self-motivation and flexibility, and great organizational skills with the ability to multi-task

· PMP certification (desired)

 

This position has been designated as sensitive and may require a Criminal Background Check. We reserve the right to make employment contingent upon successful completion of a Criminal Background Check.

 

The annual salary range for this position is $72,200 - $135,200. Please note, although the full salary is listed, most offers will not exceed the midpoint of the range ($103,700).  The annual salary for this position will be commensurate with experience.

 

The University of California, Berkeley, is an Equal Opportunity Employer. We offer a diverse working environment, competitive salaries, and comprehensive benefits. Apply online at: http://jobs.berkeley.edu indicating the job code 8381.