American Association of Motor Vehicles
Sr. Network Account Manager
American Association of Motor Vehicles, Arlington, Virginia, United States, 22201
Position Summary:
The role of the Senior Network Account Manager (NAM) at AAMVA is crucial in ensuring high-quality network services and customer satisfaction.
The NAM is a front-line customer-facing role within the Information Technology division of AAMVA. This role is essential for the overall growth, quality, and satisfaction of the customer’s AAMVA network service relationship.
In addition to Account Management responsibilities, the Senior NAM is responsible for providing network solutions and technical designs for both the strategic (long term) and tactical (immediate term) needs of AAMVA and its customers. Toward that end, the Senior NAM understands and assesses the business and technical needs, informs regarding possible solutions and ultimately delivers the network solution. The Senior NAM applies project management principles and service delivery processes to successfully manage external vendors and internal teams to end-to-end delivery of services.
The Senior NAM will participate in the operational support of internal WAN infrastructure, supporting security requirements, data communications, telecommunications system, and other network related technology services. The NAM will demonstrate strong technical, consultative, communication and client-relation skills.
The Senior NAM plays a pivotal role in ensuring AAMVA’s network services are aligned with customer needs and expectations, maintaining high standards of service quality and satisfaction.
Essential Duties and Responsibilities:Work with vendors and internal teams to deploy SDWAN across multiple sites.Monitor and optimize SDWAN performance to ensure high availability and reliability.Develop and maintain documentation for SDWAN configurations and proceduresDesign, deploy, and manage SDWAN cloud-based network solutions (e.g., AWS, Azure, Google Cloud).Responsible for developing and maintaining relationships with assigned external customer accounts, including understanding the customer’s business and how AAMVA products and services meet the customer’s needs.Responsible for providing day-to-day technical account management and support for assigned external customers in the area of AAMVA network connectivity services.Develop network solutions for new and existing customers for support, implementation, and maintenance of AAMVA products and services, on both a strategic (long term) and tactical (immediate term) level.Apply project management principles and service delivery processes to all network service installation and support projects to ensure goals and timelines are met.Function in a consultative role both internally and externally as an AAMVA network service subject matter expert.Work collaboratively both internally and with external vendors to streamline and enhance network service delivery and support.Perform AAMVA firewall and AAMVA customer premises router configuration updates to support assigned customer business.Responsible for supporting connectivity to all AAMVA central sites, including providing network solutions to meet new requirements, and managing the delivery, implementation, testing and maintenance of the network solutions.Provide second level help desk support for network services and connectivity related issues.Identify and anticipate customer needs and expectations and, acting as team leader, coordinate with appropriate vendors and internal resources to develop strategies for addressing needs (may include development of proposals in response to procurement solicitations).Use internal ticketing tool to log, track and manage all work.Maintain up to date customer information in internal customer site tracking toolProvide network reports to customers and management as required.Develop staff and customer training materials and conduct staff and customer training and consultation, as required.Act as AAMVA liaison to technical committees as required.Perform tasks of other Network Services team members when needed, in a backup and/or assistance role.Participate in maintenance, design and development of AAMVA’s infrastructure network systems such as WAN, LAN, Internet, Intranet, data
Direct Reports to this Position: None.
Qualifications:
Formal Education:
Four-year technical degree from accredited college or university or eight years in a customer facing role.
Knowledge, Skills and Abilities Required:8 years designing, implementing, and managing SDWAN and cloud network infrastructure.8 years experience collaborating with cross-functional teams and vendors to deploy SDWAN and Cloud technologiesStrong working knowledge and experience with MPLS networks, Verizon Private IP preferredTen years experience in wide area networking (WAN) technologies and protocols, including in depth knowledge of TCP/IP, routing, and firewalls.Strong working knowledge and experience with MPLS networks, Verizon Private IP preferredExperience configuring and troubleshooting Cisco routers and firewallsTen years experience in information technology, some of which is in application development.Working knowledge of wide area network protocolsKnowledge of and experience in the application of project management principlesKnowledge of and experience in the application of service delivery processesStrong written and verbal communication skills.Skills must include :
Strong Customer Relationship Management skills requiredAbility to understand and analyze requirements to develop applicable solutionsStrong customer service orientationCritical thinking skills with an aptitude for problem-solvingAbility to multi-task and prioritize workloadFollowing technical operational proceduresCommunicating technical information to diverse audiences.Abilities must include:
Diligently documenting all work in a tracking system.Independently researching and resolving technical problems.Working outside of standard business days/hours as required in support of customer business.Experience must include:
Ten years in a technical support environment.SDWAN certifications are a plus
Disclaimer Statemen t :
The preceding job description has been written to reflect management’s assignment
AAMVA is an Equal Opportunity Employer—M/F/D/V
The role of the Senior Network Account Manager (NAM) at AAMVA is crucial in ensuring high-quality network services and customer satisfaction.
The NAM is a front-line customer-facing role within the Information Technology division of AAMVA. This role is essential for the overall growth, quality, and satisfaction of the customer’s AAMVA network service relationship.
In addition to Account Management responsibilities, the Senior NAM is responsible for providing network solutions and technical designs for both the strategic (long term) and tactical (immediate term) needs of AAMVA and its customers. Toward that end, the Senior NAM understands and assesses the business and technical needs, informs regarding possible solutions and ultimately delivers the network solution. The Senior NAM applies project management principles and service delivery processes to successfully manage external vendors and internal teams to end-to-end delivery of services.
The Senior NAM will participate in the operational support of internal WAN infrastructure, supporting security requirements, data communications, telecommunications system, and other network related technology services. The NAM will demonstrate strong technical, consultative, communication and client-relation skills.
The Senior NAM plays a pivotal role in ensuring AAMVA’s network services are aligned with customer needs and expectations, maintaining high standards of service quality and satisfaction.
Essential Duties and Responsibilities:Work with vendors and internal teams to deploy SDWAN across multiple sites.Monitor and optimize SDWAN performance to ensure high availability and reliability.Develop and maintain documentation for SDWAN configurations and proceduresDesign, deploy, and manage SDWAN cloud-based network solutions (e.g., AWS, Azure, Google Cloud).Responsible for developing and maintaining relationships with assigned external customer accounts, including understanding the customer’s business and how AAMVA products and services meet the customer’s needs.Responsible for providing day-to-day technical account management and support for assigned external customers in the area of AAMVA network connectivity services.Develop network solutions for new and existing customers for support, implementation, and maintenance of AAMVA products and services, on both a strategic (long term) and tactical (immediate term) level.Apply project management principles and service delivery processes to all network service installation and support projects to ensure goals and timelines are met.Function in a consultative role both internally and externally as an AAMVA network service subject matter expert.Work collaboratively both internally and with external vendors to streamline and enhance network service delivery and support.Perform AAMVA firewall and AAMVA customer premises router configuration updates to support assigned customer business.Responsible for supporting connectivity to all AAMVA central sites, including providing network solutions to meet new requirements, and managing the delivery, implementation, testing and maintenance of the network solutions.Provide second level help desk support for network services and connectivity related issues.Identify and anticipate customer needs and expectations and, acting as team leader, coordinate with appropriate vendors and internal resources to develop strategies for addressing needs (may include development of proposals in response to procurement solicitations).Use internal ticketing tool to log, track and manage all work.Maintain up to date customer information in internal customer site tracking toolProvide network reports to customers and management as required.Develop staff and customer training materials and conduct staff and customer training and consultation, as required.Act as AAMVA liaison to technical committees as required.Perform tasks of other Network Services team members when needed, in a backup and/or assistance role.Participate in maintenance, design and development of AAMVA’s infrastructure network systems such as WAN, LAN, Internet, Intranet, data
Direct Reports to this Position: None.
Qualifications:
Formal Education:
Four-year technical degree from accredited college or university or eight years in a customer facing role.
Knowledge, Skills and Abilities Required:8 years designing, implementing, and managing SDWAN and cloud network infrastructure.8 years experience collaborating with cross-functional teams and vendors to deploy SDWAN and Cloud technologiesStrong working knowledge and experience with MPLS networks, Verizon Private IP preferredTen years experience in wide area networking (WAN) technologies and protocols, including in depth knowledge of TCP/IP, routing, and firewalls.Strong working knowledge and experience with MPLS networks, Verizon Private IP preferredExperience configuring and troubleshooting Cisco routers and firewallsTen years experience in information technology, some of which is in application development.Working knowledge of wide area network protocolsKnowledge of and experience in the application of project management principlesKnowledge of and experience in the application of service delivery processesStrong written and verbal communication skills.Skills must include :
Strong Customer Relationship Management skills requiredAbility to understand and analyze requirements to develop applicable solutionsStrong customer service orientationCritical thinking skills with an aptitude for problem-solvingAbility to multi-task and prioritize workloadFollowing technical operational proceduresCommunicating technical information to diverse audiences.Abilities must include:
Diligently documenting all work in a tracking system.Independently researching and resolving technical problems.Working outside of standard business days/hours as required in support of customer business.Experience must include:
Ten years in a technical support environment.SDWAN certifications are a plus
Disclaimer Statemen t :
The preceding job description has been written to reflect management’s assignment
AAMVA is an Equal Opportunity Employer—M/F/D/V