Technical Account Manager

Job Description

ESSENTIAL FUNCTIONS OF THE JOB

• Develop and maintain a trusting professional relationship with each assigned client

• Schedule, prepare, and lead the Technology Roadmap and budget process for all assigned clients

• Identify upsell/cross-sell opportunities that align with client-stated objectives and unique business goals

• Engage with client at a strategic level to align technology to business objectives and goals

• Ongoing development and understanding of key vertical market trends, regulations, and compliance requirements applicable to assigned clients

• Review project proposals in collaboration with Project Services team

• Respond to and resolve issues and escalations with patience, respect, and professionalism

• Liaison between client and internal teams

• Engage with the service team to discuss proactive systems architecture needs and expected changes, quarterly (post Technology Roadmap) reviews of any changes the vCIO foresees in the environment for the next 6 months, and recommendations the service team has for the vCIO to discuss with the client.

OTHER DUTIES AND RESPONSIBILITIES

• Represent technology in client internal meetings and planning sessions where appropriate

• Conduct pre-sales discovery and validation for qualified potential new clients

• Manage the relationship during onboarding of assigned new clients

• Provide client with product and/or service quotes in a timely manner

• Ongoing development of IT and industry knowledge

• Provide education to technical teams specific to client business and technology strategies

• Advise on solutions to minimize risks and support client business objectives

• Help to minimize and eliminate delays and when applicable, proactively step in to help projects stay on time

• Review service trends analysis for assigned clients and identify opportunities to optimize services

SKILLS AND ABILITIES

· Ability and desire to provide exceptional customer service

· Ability to easily establish and maintain rapport with individuals at various levels of an organization

· Ability to achieve “Trusted Advisor” status with business decision makers

· Driven and focused on obtaining results "No excuses" attitude

· Self-motivated with the ability to work in a fast-moving environment with little to no supervision

· Excellent grammar and writing skills with experience in preparing written communications

· Excellent verbal communication skills with the ability to explain things simply and clearly

· Ability to communicate in a positive, effective, and efficient manner

· Ability to act with a sense of urgency while paying attention to detail

· Ability to multi-task effectively and thrive in a fast-paced environment

· Ability to work independently and as part of a team

· Ability to prepare, organize and present information to groups of people

· Ability to work afterhours and respond to on-call support team

· Familiarity with LAN/WAN design and troubleshooting

· Familiarity with Windows operating systems

· Proficient with Microsoft Office Applications including Teams, Sharepoint, M365, etc.

EXPERIENCE REQUIREMENTS

· Minimum of three years’ experience in an IT support or consulting role

· Minimum of three years’ experience with O365, Windows Servers and supporting technologies

· Minimum of three years’ experience with LAN and WAN configuration, setup, and troubleshooting

· Minimum of three years’ experience providing excellent exceptional service directly to end users

Job Type: Full-time

Pay: $48,487.49 - $58,393.54 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Travel requirement:

• No travel

Work Location: In person

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