Technical Relationship Manager; Hybrid - Bank of America)

Position: Technical Relationship Manager

Location: US - Dallas, TX or Jacksonville, FL/Hybrid

The overall role of the IGEL Technical Relationship Manager (TRM) is to establish and maintain a strong strategic relationship between IGEL and its enterprise customers, helping them successfully adopt, optimize, and expand their use of IGEL technology solutions. The position will clearly emphasize that this is a hands-on technical role balanced with strategic customer relationship management, particularly within large financial institutions.

The TRM will serve as the primary technical relationship coordinator and trusted advisor, acting as a central point of contact between the customer and IGEL’s cross-functional teams, including Technical Support, Engineering, Product Management, and Customer Success, to ensure effective collaboration, proactive technical guidance, timely issue resolution, and alignment with the customer’s strategic business and technology objectives. This position will have a particular focus on the Financial Services Industry (FSI), supporting enterprise customers operating in highly regulated, security-sensitive, and mission-critical IT environments.

Travel Requirement:
Up to 20% (Training Purposes and Customer Site in between visits)

• Develop and maintain strong, positive, long-term strategic relationships with enterprise customers.
• Serve as a trusted technical adviser, understanding the customer's infrastructure, business objectives, technology challenges, and operational priorities.
• Provide knowledge transfer and guidance on IGEL products, capabilities, functionality, and best practices.
• Coordinate and facilitate technical support escalations, ensuring appropriate engagement with IGEL Support, Engineering, and Product Management through resolution.
• Assist customers in identifying, documenting, and submitting product enhancement and feature requests.
• Review customer projects and provide technical guidance on architecture, infrastructure modernization, upgrades, migrations, and future deployments.
• Develop and maintain comprehensive technical account plans documenting customer environments, business priorities, infrastructure dependencies, risks, and technology roadmaps.
• Proactively identify opportunities to improve customer infrastructure performance, stability, security, and operational efficiency.
• Coordinate periodic technical account reviews, including platform health, outstanding issues, upcoming upgrades, and potential risks.
• Support customers during critical incidents by coordinating internal technical resources, providing communication updates, and facilitating resolution.
• Collaborate with IGEL Sales, Solutions Architects, and Customer Success teams to identify opportunities for broader IGEL adoption.
• Establish strong relationships with customer engineering teams, infrastructure leadership, and key technical stakeholders.
• Participate in customer meetings and onsite technical reviews, with travel requirements of up to 20%.

Required:

• Minimum 5 years of experience directly supporting enterprise-level customers in a Technical Relationship Manager, Technical Account Manager, or equivalent capacity.
• 5+ years of relevant engineering, consulting, system integration, or enterprise IT infrastructure experience with technology vendors or Value Added Resellers (VARs).
• Experience with application and desktop virtualization platforms such as Citrix Virtual Apps and Desktops, Omnissa Horizon (formerly VMware Horizon), and Microsoft Remote Desktop Services.
• Strong understanding of common networking concepts and protocols, including TCP/IP, DHCP, DNS, VLANs, 802.1X, and RADIUS.
• 2+ years of hands-on experience managing IGEL products or working with comparable enterprise technologies, including Linux, UNIX-based operating systems, Citrix, Nutanix, Cisco IOS, BSD-based platforms, or similar endpoint management, virtualization, and infrastructure solutions.
• Experience with directory services, including Microsoft Active Directory and LDAP.
• Experience troubleshooting and collecting diagnostic logs on Windows and Linux platforms.
• Excellent interpersonal, customer relationship management, and communication skills.
• Ability to work independently, manage multiple customer priorities, and coordinate complex technical escalations.
• Strong organizational, time management, and documentation skills.
• Proactive mindset with the ability to anticipate technical challenges and recommend…