Are you ready to join one of the fastest-growing IT solutions consulting firms in the Northeast? Our client thrives on collaboration and the growth of the employees and company. We are currently looking for a Technical Account Manager who is highly motivated, goal-oriented, and adapt to managing dynamic and demanding client needs.
What You’ll Do:
- Communicate with customers to evaluate their satisfaction and proactively identify any possible upcoming needs, that may be able to leverage additional solution offerings
- Document all client interaction in respective tools
- Communicate directly with client technical teams to understand business requirements, short- and long-term goals in order to provide technical recommendations and guidance as needed
- Develop success plans that help customers meet their financial and technology targets. Assist customers in working those plans through to completion
- Billing approval of assigned clients contracts on a monthly and or as needed basis
- Tracking trends in contracts to ensure proper allocation of users, licensing and QTYS are accounted for
- Main point of contact for any client billing or service dispute
- Approval of all client tickets for billing purposes
- Leverage customer relationships for prospect and industry references
- Leverage knowledge of customers’ environments to assist support engineers and service teams in better serving your customers to ensure the highest level of service delivery for each assigned account
- Schedule Quarterly Business Reviews (QBR) with strategic partners and customers to proactively manage the service experience and mitigate churn
- Champion and advocate for customer at all times
- Serve as the customer main point of contact
- Develop and nurture relationships at multiple client organizational levels, including C-Level
- Ensure the client is always educated on the types of services they are being provided
- Identify and pursue opportunities to expand services within existing accounts
- Provide detailed reviews of service disruption events
- Maintain current account information
- Assist technical teams with new customer on-boarding process
- Responsible for Contract renewals and negotiations
Metrics
- Perform two unique client touches per client per month
- Conduct Monthly Business Review Meetings
- Conduct Quarterly Technology Review Meetings
- Conduct Annual or Bi-Annual Strategic Steering Planning and Technology Budget Meetings
- One client touch per week during the first 90 days of the contract
Ideal Candidate:
Education & Experience:
- Minimum of an associate degree or equivalent experience or technical certifications
- 4+ years of proven Service Desk experience
- Experience working for a Managed Service Provider (MSP) or in a multi-client consulting environment
- Experience with resource allocation by assigning, scheduling, or dispatching resources
- Working in a Service Desk environment with ConnectWise, LabTech, ITGlue…etc.
- Experience working in a team-oriented, collaborative environment
- Excellent written, verbal and presentation communication skills
Skills:
- Client Relationship Management:
- Communicate consistently, effectively and efficiently with your assigned customers
- Build and maintain long-lasting trusted relationships
- Understand the clients line of business and how technology adds value
- Sales:
- Good understanding of the sales cycle
- Negotiation experience
- Presentation Skills
- Proficient using CRM for pipeline management
- Technical familiarity with:
- Office 365 products
- Windows Workstation and Server operating systems
- VMware and Hyper-V, Microsoft Remote Desktop
- Basic networking concepts
- Fortinet firewalls
- PowerShell and task scripting
- IP Phone platforms (Avaya, Allworx)
- Basic MacOS
Attributes:
- Positive attitude
- Coachable
- Problem-Solver
- Insightful
- Customer-Service Focused
- Capable of handling multiple priorities in a high-paced environment.
