Account Manager

Intega IT is a boutique IT Security and Support Company. We pride ourselves in the service and delivery that we have consistently brought to our partners in the Ottawa community since 2001.

As an Account Manager in our Business Services team, you will serve as our client’s strategic advisor, understanding each client’s specific goals and monitoring the delivery of our services and projects to ensure we are tracking toward goal achievement. You will be accountable for ensuring client success (growth, satisfaction, and retention) within your assigned client portfolio, contributing to the planning, scheduling and deployment of approved client projects. Excellent customer service and communication skills are a key requirement. You love a challenge and thrive under pressure.

Responsibilities

The Day-to-Day

• Take Active Ownership and Daily Management of all Intega Client Onboarding Activities;

• Client Welcome and Training
• Project Facilitation
• Service Review Meetings (SRM) Celebration

• Maintain a deep understanding of all Intega products and services, how we deliver them and the value they provide to the client.
• Conduct scheduled client meetings and drive Service Review and Project Meetings
• Develop strong relationships with appropriate client, key decision makers, and influencers .
• Identify opportunities to grow client portfolio/book of business with Intega

• Pose & Position additional products and services which may be beneficial to the client to drive new revenue.

• Enthusiastically ask for case studies/positive reviews from clients and ask for referrals for prospects to become new clients
• Monitor and facilitate the client’s adoption of product solution features and functionality.

• Conduct client training webinars as needed, to drive increased education and utility of Intega Solutions.

• Provide monthly results of client satisfaction surveys from support to Department Manager

• Alert and work constructively with internal Department Managers when clients are not satisfied.
• Identify and lead process improvement working with other functional leaders to resolve issues.
• Follow up on client escalations.

• Maintain a consistent Call, Email and Office visit schedule with all assigned clients.

• Each client should be touched at least once (1x) per month

• Provide Intega product management and technology staff with an understanding of the client’s overall business needs as they relate to the product roadmap.
• Identify local community events Intega should participate in based on our client verticals and organizations our clients actively participate in.
• Facilitate Client Appreciation BBQ’s/Events.
• Lead Logistics, Planning and Execution for all Intega Facility usage by your assigned clients.
• Document all Call and Email activity in Autotask, on a daily basis without exception.
• Ensure that all client CRM information is kept up to date at all times in Autotask.
• Contribute to project reviews and identify opportunities for improvements to ensure that projects can be delivered on time and within budget.
  • Produce and send monthly service and status reports to clients.
  • Ensure that all clients receive clear and regular communications. When project issues occur, you will be the center point of communication to ensure that the project plan is adjusted if necessary and brought back on-track.
  • Documentation is key to ensure that everyone can see client activity, recorded time and actions taken, so that client review meetings give an accurate picture of the success of the service delivered by Intega.
  • You will be exposed to a wide range of problems and what you don’t know, we will help you to learn.
  • Schedule and lead stakeholder meetings.
  • Respond to phone calls and new incoming requests.
  • Your experience, willingness to learn, adapt and grow shines through in your communication both internally with our team and externally with our clients.
  • You are constantly striving to improve and have a passion for technology and assisting others.

Our Benefits

• Intega IT offers a variety of benefits, perks and development programs that enable coworkers to perform at their best personally and professionally. We understand the importance of work/life harmony and strive to help our coworkers achieve it. Core benefits include:
  • Health & Wellness
  • Shared group benefits plan including an RRSP option
  • Full on the job training and support
  • Work/Life Balance

Perfect fit…

• If this sounds like your type of place and you can wow us with your spectacular skill set, we would love to hear from you!We are an equal opportunity employer and welcome applications from all qualified candidates. Accommodations are available upon request for all candidates taking part in the selection process.