**RCIS office location or office out of home, preferably in the Midwest and/or near a major airport\.**
**RCIS provides insurance and superior services through leading agents to protect America’s farmers and ranchers\. It’s been an innovator in crop insurance since the crop insurance business was privatized by the federal government in 1980\. Today it’s one of the nation’s largest crop insurance providers, offering risk management protection in all 50 states through a national network of about 4,000 professionally trained and licensed agents\.**
**We are currently looking for a Technical Account Manager to join our RCIS team\. This Technical Account Manager \(TAM\) can work from an RCIS location or office out of home, preferably in the Midwest, Southwest regions and /or near a major airport\.**
**Our Technical Account Managers \(TAM\) handle industry\-leading technology that gives agents, farmers and team members access to information when, where and how they wish\. Their versatility and expertise is vital to managing some of our largest accounts\. This TAM will have a variety of responsibilities from; trouble shooting technology issues; working with our internal software development team; performing GAP analysis; and being the liaison with the field, product, and IT services\.**
Job Purpose:
Provides RCIS IT Agency account management by acting as a liaison between assigned agent customers \(Customers\) and the RCIS Sales/Service organization as it relates to RCIS Technology offerings\. Also provides prioritized problem resolution and proactive IT services on behalf of Customers\. Promotes RCIS IT software product and technical solutions to Customersthat will increase RCIS market share\.
Responsibilities:
·Demonstrate, promote and support RCIS Technology offerings to Customers and potential RCIS agents partnering with RCIS IT, Field Service Representatives and Regional Business Development Representatives\.
·Educate and train agents and team members on technology usage efficiencies and issue resolutions\.
·Serve as the primary contact / resolution point for complex technical issues that are escalated to the TAM for Customers\.Once the TAM is alerted to the issue, they will take ownership of the issue and engage the appropriate resources to ensure progress is being made by monitoring requests / issues which ultimately result in resolution\. Provide clarity and analysis of the issue to the RCIS RSO & IT team
·Work with the RSO and IT to prioritize support efforts, communicate end to end incident status, and escalate specific issues to RCIS support teams\.
·Serve as a consultant to Customersevaluating their IT infrastructure/systems ensuring they are compatible with current and future RCIS software / technology products, identifying risks as appropriate\. Make recommendations to the customers on potential system/IT infrastructure enhancements to help them achieve optimal use of their technology investment and RCIS software, while minimizing system down time helping them remain fully operational, efficient and successful in their local market place\.
·Solicit feedback and input from Customers on product roadmaps, upcoming release information and recommendations for improved efforts for RCIS IT\. Provide feedback to the appropriate RCIS managers and make recommendations for technology solutions\.
·Provide feedback and input to RCIS IT regarding software usage issues, enhancements, and defects that need to be addressed\. Monitor incidents recorded by the TAM that are escalated within to IT Tier I, II and III IT groups
·Minimize Customers down time and maximize use of RCIS software products\.
·Proactively identify and communicate Customer training needs to the Field Service Manager\(s\) FSM as it relates to RCIS software offerings\. Help provide identified needed training as appropriate and approved by FSM\.
·Keep well\-informed of competitive crop insurance market software and hardware solutions that could benefit RCIS Agencies\. Communicate this information to the respective FSM\.
·Understand market place, how Customersuse RCIS product, and competitive use of other products\. Identify, promote and help support new products and services that will enhancecustomerrelationships and provide increased efficiencies for RCIS and our customers\.
·Work closely and communicate regularly with the IT and Field Sales/Service staff\.
·May be required to be available via phone to handle off hours, high priority customer situations\.
**Basic Qualifications**
**·** **5 years of experience in advanced technical support with the underlying sub\-systems, experience with setting up and administering of PC network environments and reporting tools such as crystal reports, excel & SQL\.**
**·** **5 years of experience in Information Technology support or systems development\.**
**·** **5 years of experience with Windows based operating systems\.**
**·** **Ability to travel 50%**
**·** **High school diploma or GED**
**Preferred Qualifications**
**·** **Agriculture related background/experience\.**
**·** **Crop Insurance experience\.**
**·** **Demonstrated experience with database products, SQL, and ODBC connections\.**
**·** **ITIL experience\.**
**·** **Understanding of Service Level Agreements and Operating Level Agreements\.**
**·** **Proven ability to provide effective software demonstrations to Agencies\.**
**·** **Demonstrated ability to show initiative, understanding and insight into the big picture, relate current state to desired state, proactively develop, communicate, and execute plans\.**
**·** **Demonstrated analytical, problem solving and communication skills especially for software usage and Agency PC system environment issues\.**
**·** **Ability to communicate effectively though verbal & written communication skills**
**·** **Demonstrated Customer Relationship Management Skills with the ability to communicate effectively to customers, IT and business staff\.**
**·** **Ability to effectively manage workload, meet assigned timelines, demonstrate urgency & resolve complex problems both independently and as part of the team\.**
**·** **2 years of College**
Imagine working for a company that truly cares about their employees, customers, stakeholders, and communities they serve\. Imagine working for a values\-driven organization that has the ambition and desire to be the best global insurance provider in the world\. Zurich is that place where 55,000 employees across approximately 200 countries and territories are all focused on helping people and helping companies protect what is truly most important to them\. We are a values\-driven organization that takes pride in the work that we do every day and we have the ambition to be the best global insurer in the world\.
EOE disability/vet Zurich does not accept unsolicited resumes from search firms or employment agencies\. Any unsolicited resume will become the property of Zurich American Insurance\. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission\.
**Title:** _RCIS Technical Account Mgr_
**Location:** _Minnesota_
**Requisition ID:** _160002TU_
**Other Locations:** _United States\-Virtual\-Virtual, United States\-Wisconsin, United States\-Kentucky, United States\-Missouri, United States\-Illinois, United States\-Georgia\-Atlanta, United States\-Alabama_