We are seeking a strategic and customer-focused
Senior Technical Account Manager (TAM) with a strong foundation in enterprise IT systems to join our team. This role is primarily responsible for serving as the technical liaison and trusted advisor to high-value clients, while also providing hands-on support across Citrix, virtualization, storage, and networking for a select few customers. The ideal candidate will have a good understanding of enterprise IT infrastructure, a strong customer orientation and a willingness to roll up their sleeves when necessary.
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Department
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Blue Mantis
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Employment Type
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Full Time
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Location
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Remote
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Workplace type
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Fully remote
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Reporting To
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Steven Stein
Key Responsibilities
Technical Account Manager (Primary Focus)
Customer Engagement & Advocacy
Act as the primary technical escalation point of contact for assigned customers, fostering long-term strategic relationships.
Understand each client's business goals and technical environment to proactively guide and align IT solutions to their needs.
Regularly review system health reports, performance metrics, and KPIs to provide insights and strategic recommendations.
Service Delivery & Communication
Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery.
Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders.
Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence.
ITIL-Based Process Oversight
Support event, incident, problem, and change management efforts for key customers using ITIL best practices.
Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues.
Senior Systems Engineer (Secondary Focus)
Infrastructure and Virtualization
Maintain and support VMware-based environments, including upgrades and performance tuning.
Work with Cisco UCS and enterprise storage systems (e.g., Pure Storage) to ensure high availability and interoperability.
Citrix Engineering Support
Support Citrix solutions such as Citrix Cloud, Citrix DaaS, XenApp, XenDesktop, and Citrix ADC (NetScaler)
Troubleshoot and optimize Citrix policies, session hosts, delivery groups, and hybrid/cloud integrations.
Networking & Optimization
Perform advanced troubleshooting across networking components relevant to Citrix and application delivery.
Assist with configuration of Citrix SD-WAN and network optimization strategies as needed.
Escalation and Mentorship
Serve as a senior escalation point for technical issues, guiding junior staff and supporting continuous improvement initiatives.
Skills, Knowledge & Expertise
Technical Expertise
Experience working with VMware, Cisco UCS, and enterprise storage solutions, with ability to support and troubleshoot as needed
Experience with Citrix platforms: Citrix Cloud, DaaS, XenApp/XenDesktop, NetScaler, WEM, SD-WAN.
Familiarity with enterprise networking, load balancing, and firewall concepts.
Customer-Facing and Strategic Skills
Proven success in a Technical Account Manager or customer-facing engineering role.
Solid grasp of ITIL processes with the ability to lead incident, change, and problem management for enterprise clients.
Capable of interpreting system metrics and translating them into meaningful, business-aligned actions.
Soft Skills
Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions.
Strong presentation and documentation abilities.
Highly self-motivated, organized, and comfortable working both independently and collaboratively.
Preferred Qualifications
Certifications such as Citrix Certified Professional/Expert (CCP/CCE),
VMware Certified Professional (VCP), Cisco UCS, or Pure Storage certifications.
Understanding of hybrid and multi-cloud environments.
Scripting/automation familiarity (e.g., PowerShell, Citrix SDKs, Ansible).
About Blue Mantis
Blue Mantis is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients achieve business modernization by applying next-generation technologies including managed services, cybersecurity and cloud. Headquartered in Portsmouth, New Hampshire, the company provides digital technology services and strategic guidance to ensure clients quickly adapt and grow through automation and innovation. Blue Mantis partners with more than 1,200 leading mid-market and enterprise organizations in a multitude of vertical industries and is backed by leading private equity firm, Abry Partners. Apply Now
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GreenPages
Apr 09, 2025