Account Manager (Client Services)
The Account Manager is responsible for managing and nurturing client relationships, ensuring client satisfaction, and driving business growth for SkyTerra’s managed clients. Under the guidance of the Director of Client Services, this individual will work with various internal, external, technical, and business organizations. This position will entail learning to support multiple applications across many system configurations, requiring the ability to work “after-hours” on high-severity issues when they arise. This role requires a proactive individual with excellent written and oral communication skills.
Account Manager Responsibilities and Duties
- Maintains relationships with assigned Managed Services client accounts.
- Coordinate and lead regularly scheduled client touch point meetings.
- Assists the Director of Client Services to analyze ticket trends and improves remediation efforts.
- Work with Client Services Coordinator on assignment of Tickets and escalation of client support tickets that cannot be remedied quickly to appropriate resource following the escalation process and procedures.
- Provide consistent, accurate and timely updates to team members, stakeholders, and management on the status and issues surrounding assigned work and tickets.
- Provide regular reports on account status, including client feedback, service performance, and opportunities for improvement.
- Work cooperatively across departments to gather issue information and drive to ticket resolution.
- Accurately track time spent on client accounts, tickets, and projects.
- Fully validate testing of all solutions after implementation for clients.
- Responsible for the monitoring of clients’ infrastructure leveraging standard remote monitoring and management (RMM) tools.
- Adhere to company, Managed Services, and client processes.
- Comply with all company policies.
- Supports Director of Client Services by developing detailed project information such as scope, estimates, evaluation criteria and task lists. May be asked to lead smaller efforts.
- Work with Director of Client Services to oversee vendor relationships to ensure conformance with agreed upon SLAs and KPIs
- Perform as a tier 4 escalation point for issues within the department, or to escalate issues to the engineering department, as necessary.
- Perform as a service owner for some services, representing the service across the organization, serving as the point of escalation, influencing technology decisions, planning future development, etc.
- Participate in 24/7/365 on-call rotation, which includes night and weekend shifts, resolve critical system issues.
- Relaying information from the Director of Client Services or Executive Team to the main Managed Services team.
- Continuous attention to IT trends and security threats that could impact clients.
- Works to increase client satisfaction.
- Develop new skills and learn industry knowledge as required.
- Demonstrate exceptional customer service skills to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.
- Illustrated diplomacy, tactfulness, and empathy when dealing with customers.
- Ability to listen actively and ask clarifying questions to seek understanding.
- Oversee high level of complexity internal projects and initiatives.
- Obtain Certifications as assigned by management.
- Continuous learning and development of skills assigned in your Professional Development Plan
- Assists the Director of Client Services with the direction of Managed Services processes including:
- Account Management
- Account reporting and dashboards
- Client environment patch management
- Support ticket dispatch
- Resource scheduling
- Employee and client training
- Client Onboarding/Offboarding
- Incident Management
- Other duties as assigned by Director of Client Services and Executive Team
- Product knowledge and experience with the following is preferable:
- ConnectWise - Automate/Control
- ConnectWise - Manage
- BrightGauge
- OpsGenie
- Mimecast
- KnowBe4
- Backupify
- Cisco Meraki
- Cisco Umbrella
- Microsoft New Commerce Experience (NCE) Licensing
- Azure Sentinel
- SharePoint
- PowerBI
Qualification Skills Requirements
- Bachelor’s degree in information technology, business, and/or operations from an accredited college/university or equivalent experience in a directly related field.
- 4+ years of experience with hands-on, experience in managed services and/or client management role
- Excellent and proven interpersonal skills including verbal, written and technical communication skills.
- Excellent problem-solving skills
- Ability to prioritize effectively and handle shifting priorities professionally
- Proficiency in automated tools and desktop software
- Understanding of operating systems (Windows and Mac OS), printing systems, and network topology
- Previous MSP experience, or experience supporting external customer base preferred.
- Experience in risk management, oversight of quality assurance, and quality review processes
- Understanding of Windows Server administration including Active Directory, Group Policy, and user management.
- Working knowledge of Microsoft Azure, VPN tunneling, ACLs, and security around cloud computing.
- Experience with remote monitoring and management tools (RMM)
- Able to provide exceptional customer service for our clients.
- Ability to create documentation for policy, process, and procedure.
- Ability to write clearly for a business audience.
- Exemplified ability to defuse escalations and high-tension situations.
- Well-developed ability to calmly handle customers experiencing service outages and technical difficulties.
- Must have a genuine drive for customer satisfaction and retention.
