Manager II, Strategic Technical Accounts

The Manager II, Strategic Technical Account manages a solutions implementation team. Has accountability for solution oversight, billable services, customer training, and the resolution of application and software problems requiring on-site and/or remote support. The Technical Account Manager acts as a trusted technical and business advisor to Ricoh's Premier Application Support Customers, providing premium leadership services aligned to the customers priorities in order to maximize the business value of their Ricoh Investments. The TAM provides Leadership, Manages and Supports the Technical Account Management Team consisting of Technical Account Support Professionals, Analyst and Engineers which are direct reports to the TAM. This team provides Application Administration Services to our customers supporting steady state management of Ricoh and 3rd Party Application Solutions. The TAM leads the team to ensure effective processes, procedures, technical roadmaps and escalation policies are in place. In addition, the TAM focuses on employee development via Individual Develop/Training Plans, while also ensuring excellent internal and external customer satisfaction. The TAM also creates a strategic relationship with key stakeholders within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders as well as technology professionals. Works closely with assigned employees on customer and resource management. Seeks to Drive new business opportunities through proactive opportunity engagement with Customer, Sales and Design resources. Drive Services objectives and goals as assigned.

• Manages, develops and load balances the Technical Account Team, which may consist of Technical Account Specialists, Analysts, and Engineers roles.


• Recruits, interviews, hire and train new Technical Account Team members to ensure that appropriate quality staffing levels are maintained. Establishes network of candidates and works to develop the TAM Team.


• Interacts with Technical Account Team members to plan, coach, advises and review their progress in achieving individual and team's utilization and profitability objectives consistent with team plans.


• Monitors Technical Account Team training continuum to ensure Technical and Business Skills enhancement and development.


• Works with each team member to develop 3-Month Plan, including monthly updates.


• Manages to team budget and P&L.


• Holds team accountable for using the approved operational processes.


• Attends Customer Quarterly Business Reviews and Monthly Operational Review meetings and provides Technical Guidance/Roadmap Planning.


• Performs other duties as assigned.

• College degree or equivalent experience required.


• Requires a minimum of 5 years of management experience.


• Requires PC literacy.


• Understanding of International labor laws.


• Familiar with Output Management software, specifically RightFax (OpenText).


• Familiar with Knowledge-Centered Service (KCS) methodology.

• Strong leadership skills with the ability to motivate teams to accomplish challenging goals. Ability to develop organizational, team and employee competencies that result in a more innovative, adaptive and knowledgeable team.


• Ability to lead a remote technical team with individual team members dispersed geographically.


• Ability to travel as required maintaining rapport with employees and customer contacts as required.


• Technical skills in enterprise IT architecture and design based on real world application development and design.


• Ability to work with ambiguous goals and to meet or exceed aggressive deadlines in uncertain environments.


• Skills in forming and developing high performing technical teams that demonstrate excellence in a dynamic environment with a high degree of flexibility and accountability.


• Strong interpersonal and communications skills including public speaking and both oral and written proficiency.


• Must be able create strong high trust partnerships with Ricoh resources.


• Ability to present complex technical topics to a non-technical audience is a strong plus.


• Ability to clearly communicate throughout the organization with excellent problem solving skills under pressure, strong customer service orientation, the ability to take on in a leadership role and succeed with organizational agility.

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.


• May require significant overnight travel several days per month.


• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction; prepare, provide and convey diversified information.


• Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs. (e.g., papers, books, files and small parts, etc.). Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.