First National Bank of Omaha Looking for Technical Account Manager, FNTS at Omaha, NE  Full Time

ABOUT FNTS

As a nationally recognized Cloud Service Provider, FNTS has a proven history guiding our customers through their cloud journey. FNTS has a passion for all things multi-cloud and provides flexible cloud solutions, with a continued focus on orchestrating agility, transparency and IT optimization for our customers, all while keeping cost containment top-of-mind. With an elevated security posture consisting of layered security solutions, FNTS specializes in partnering with customers in highly regulated and compliance-driven industries.

Our culture and our employees are the heart of our story – and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!It is anticipated that an incumbent in this role will work remotely for three (3) or more days a week and will share a hoteling workspace when working onsite. Work location is subject to change based on business needs.The Technical Account Manager (TAM) is responsible for the overall Client Experience as it relates to service assurance and service delivery. The TAM acts as a consultant and partner to our clients by knowing their environment and matching the right tech delivery partners to drive solutions for our customers’ business. They provide communication for day-to-day support requests, escalations, and change management activities. Additionally, they provide reporting to the customer and work collaboratively across FNTS to ensure requests are completed according to SLA’s and we are delivering on our intended customer experience.

About This Role:

Company Overview:

With over 20 years in the managed IT services industry, First National Technology Solutions (FNTS) is a leading provider of flexible, customized hosted and remotely managed services. Operating a state-of-the-art data center and offering customized solutions and best-of-breed technology, FNTS is a nationally recognized leader in managed IT services. With a classic Midwest culture, FNTS employs an expert team who place high value on work ethics and personalized customer service.

FNTS is a subsidiary of First National of Nebraska Inc. (FNNI), a $20 billion multi-state holding company headquartered in Omaha, Nebraska, with a strong heritage of banking excellence that dates back more than 160 years.

The Technical Account Manager (TAM) is responsible for the overall Client Experience as it relates to service assurance and service delivery. The TAM acts as a consultant and partner to our clients by knowing their environment and matching the right tech delivery partners to drive solutions for our customers’ business. They provide communication for day-to-day support requests, escalations, and change management activities. Additionally, they provide reporting to the customer and work collaboratively across FNTS to ensure requests are completed according to SLA’s and we are delivering on our intended customer experience.

Although this is a remote opportunity, the incumbent will be required to be on-site, in Omaha, frequently (up to 1-2x per week).

***** This position is not available for Sponsorship****

Key Accountabilities:

Customer Experience:

• Conduct daily status calls with clients to review current activity (i.e. Issues, requests, updates, metrics, etc.).
• Manage work-in-flight to ensure all deadlines are met and client/internal teams are up to date at all times.
• Lead Operational Review sessions as well as participate in strategic meetings and/or Quarterly Business Reviews (QBR’s).
• Analyze monthly reporting metrics (Mainframe specific-zOS, CICS, DB2) with technical team and provide recommendations as needed/required by clients.
• Lead technical conversations to help prioritize work, determine next steps, and make recommendations (internally and to the client).
• Communicate and coordinate client change activities to ensure customers are aware and understand impacts. In addition, participate in customers Change Advisory Board (CAB) to understand impacts to the FNTS managed infrastructure.
• Use a variety of program and project management techniques to manage large and small initiatives; often with competing priorities.
• Ensure internal processes are being supported and work is being facilitated through the appropriate workflow as needed to meet the customers’ expectations.
• Provide metrics to the Sales Team to ensure customer and FNTS are aligned to foster a long-term relationship.
• Identify potential solutions (sales opportunities) and share with the sales teams as appropriate.

Incident Management:

• Participate as the primary point of contact for customer during a major event.
• Escalate the issue internally as required to ensure attention is being place in resolving the issue.
• Communicate status updates to the customer to keep them informed regularly throughout the incident.
• Ensure a root cause analysis report is prepared and distributed to the client after the event.
• As needed, coordinate internal team meetings to identify potential process improvements as an outcome of a major incident (ad hoc retrospectives)

Continuous Improvement:

• Participate in stable team activities and act as a business liaison on behalf of our customers.
• Use customer survey data (annual, PMO, and quarterly surveys) for trending analysis and identify opportunities to improve our customer experiences

Professionalism & Cultural Commitments:

• Exhibit behaviors in alignment with our Cultural Commitments
• Build relationships internally and externally to promote a collaborative work environment.
• Maintain regular and predictable attendance in alignment with department guidelines.

The Ideal Candidate for This Role:

Knowledge, Skills, Education, Experience, and Physical Qualifications (if Required by Work of Role)

• Experience working for a MSP or CSP desired
• Minimum of 5 years’ experience of account management or customer service
• General understanding of technology work and roles; mainframe experience preferred.
• Bachelor’s Degree or equivalent experience required.
• Proficient computer skills with word processing and spreadsheets
• Excellent customer service and interpersonal skills working with customers and teams

Equity, Diversity, & Inclusion:

FNTS is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. We strive to reflect the diversity of the communities we serve in the makeup of our workforce.

See the full FNTS Equity, Diversity, & Inclusion Statement

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

to download ‘EEO is The Law’ Self-Print Poster

to download ‘EEO is The Law’ Supplement for Federal Contractors

to download ‘EEO is The Law’ GINA Supplement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.