Sr Technical Account Manager

MiCloudSW Ltd.
(an Affiliate of
Midis Group
) is Cloud Software Group's Strategic Partner and sole representative for the majority of Africa, Eastern Europe and Middle East.

Job Scope

The Senior Sales Engineer plays a crucial role in bridging the gap between technical pre-sales expertise and ongoing customer success. This position ensures that customers not only receive the best possible solutions during the sales process but also continue to realize maximum value from our solutions post-sales, driving adoption, satisfaction, and long-term engagement.

Main Duties and Responsibilities

Technical Solutioning and Strategy

• Analyze customers' current state, discover their desired future state, and establish a roadmap to achieve it.

• Design and implement technical account plans, including POCs, trials, evaluations, pilots, and demos.

• Recommend new features, products, or solutions to increase adoption, reduce churn, and enhance solution value.

• Engage in whiteboard conversations, solution demonstrations, roadmap discussions, technical support reviews, and adoption reviews.

Customer Engagement and Success

• Develop trusted advisor relationships with a variety of functions and roles, including executives, decision-makers, product managers, and functional users.

• Establish and oversee customer onboarding, adoption, training, and development of best practices to drive value realization and return on customer investment.

• Monitor and document customer use cases, technical progress, challenges, opportunities, and overall status and product usage.

• Advocate for customers internally to ensure utmost satisfaction, including arranging or delivering product feedback and updates.

Internal Resource Orchestration

• Translate technical account strategies into clear team-based activities across internal stakeholders.

• Coordinate plans with Solution Architects, Account Executives, and other internal team members.

• Establish regular cadence meetings to address account and team concerns and ensure alignment on strategic direction and goals.

Risk Management and Mitigation

• Analyze product adoption and usage to identify risks and opportunities, adjusting strategies to account for potential roadblocks.

• Proactively anticipate and address risks and threats, proposing solutions to mitigate future risks.

• Manage escalations, coordinating between customer and internal teams to facilitate resolution.

Product and Solution Knowledge

• Maintain a deep understanding of the features, benefits, strengths, and limitations of our products and solutions.

• Analyze competitive solutions and adapt strategies to address competitive risks.

• Effectively communicate product features and benefits tailored to customer requirements, promoting the adoption of solutions that drive additional value.

Training and Advancement

• Stay current on all required corporate and Customer Excellence training.

• Participate in ongoing individual advancement and training, ensuring awareness and depth of knowledge for all products supported.

Position Requirements

Bachelor's degree in Computer Engineering, Computer Science or any other related field.

10+ years in customer success, technical project management, technical consulting, pre-sales, post-sales, product development, or professional services in either of the following domains.

1. Endpoint OS & Management

Experience with thin client operating systems: configuration, deployment, and maintenance

Proficient in Linux-based environments for secure endpoint delivery

Familiarity with central management tools for thin clients (e.g., imaging, PXE boot, lockdown tools)

Deep understanding of Citrix, VMware Horizon, or Microsoft AVD integration with thin clients

Capable of designing scalable endpoint architectures in large enterprise or distributed environments

Solutions such as: UNICON (eLux + Scout), IGEL OS + UMS, Stratodesk NoTouch, Dell Wyse ThinOS, HP ThinPro, NComputing, 10ZiG OS

1. Monitoring & Telemetry

Skilled in deploying and managing Digital Experience Monitoring (DEM) platforms

Strong command of Windows internals, performance counters, and telemetry data

Proficient in PowerShell, WMI, and log analysis

Able to analyze end-user experience across Citrix, AVD, or physical endpoints

Experience integrating monitoring tools with data platforms (e.g., Elastic, Splunk, Kusto)

Solutions such as: UberAgent (by vast limits), ControlUp, Lakeside SysTrack, Nexthink, Alluvio Aternity, Microsoft Endpoint Analytics

1. Security & Contextual Access

Experience configuring context-aware access controls in VDI/DaaS environments

Familiar with conditional access policies, device posture checks, and identity federation

Skilled in Citrix SmartAccess/SmartControl, Intune compliance policies, and Zero Trust design

Strong working knowledge of IAM platforms such as Entra ID (Azure AD), Okta, or Workspace ONE

Understanding of how to enforce dynamic access policies based on device, network, and location context

Solutions such as: deviceTRUST, Citrix SmartAccess/SmartControl, Microsoft Conditional Access (Intune + Entra ID), VMware Workspace ONE Access, Nerdio Manager for Enterprise.

Disclaimer:
This job is posted by a
MiCloudSW Ltd.
a
Midis Group
subsidiary who is the sole representative of Cloud Software Group (
CSG
) in this region