MSP (IT) Technical Account Manager

IMS Solutions Group is seeking a Technical Account Manager to join our team in Charleston, SC!

At IMS, our Technical Account Managers (TAMs) are the primary point of contact for our customers. They skillfully serve as the first and foremost customer advocate by promoting and following the customer engagement process and developing key relationships within the organizations. Our TAMs are masters of communication, providing prompt and accurate responses to inquiries. They collaborate closely with our Sales Team to ensure timely processing of upsell opportunities, consistent messaging, and alignment to corporate and customer goals.

TAM Primary Responsibilities:

• Understand and engage in the IMS sales and customer engagement processes
• Regular proactive communications and engagement with customer base
  • Primary customer point of contact for active services for defined subset of customers
  • Primary point of contact for primary response incidents (business impacting)
  • Provide regular customer support service reports via the customer portal or templated reports
  • Ensure customer documentation is aligned to standards
  • Ensure customer services are operating and deployed to standards
  • Provide guidance to team on execution of support relative to customer agreements
  • Maintain relationships with stakeholders within customer organization
  • Ensure satisfaction with IMS services
  • Be an internal advocate for assigned customers
  • Identify new opportunities with assigned customer base and engage Sales team
• Timely updating of activities and documentation in all applicable systems
• Provide technical guidance and expertise to support services, including assistance in execution of resolution steps for reactive and proactive items
• Represent IMS in occasional visits to customer locations as part of the customer engagement process

Here's what we're looking for in the ideal candidate...

• 5+ years of technical operations and customer engagement experience
• Moderate technical knowledge of Cloud (Azure), MS 365, MS Server OS, Security and Network solutions
• College degree preferred
• Passion for customer advocacy and technology
• Team player able to understand and navigate relationships with empathy and grace
• Self-motivated with a strong desire for self-improvement
• Excellent verbal and written communication skills
• Strong proficiency in Microsoft Windows and Office Suite

Job Location: Primarily remote (Work From Home 4-5 days/week); attend customer engagements in the IMS Charleston market as needed.

About IMS Solutions Group

IMS is on a mission to help our partners achieve their business goals by providing the right people, services, and technology.

IMS was created when three leading managed services providers joined forces to forge smarter solutions for the SMB/E market. Consolidated and optimized, IMS leverages digital transformation to achieve their partners' business goals.

Operating out of three geographies (the Carolinas; Cincinnati, OH, and Birmingham, AL), IMS provides robust technology services nationwide. We proudly partner with businesses of all sizes that seek to gain strategic advantages by deploying the right technology solutions.

Our certified technicians help our customers solve their complex technical problems through a comprehensive suite of managed services including strategic guidance, security, Microsoft solutions, endpoint management, infrastructure management, service desk, and business continuity. Our services are available both on- and off-premises to our customers and can be customized to augment an existing IT team or provide full-service IT support.

Working at IMS

At IMS, our customers are our top priority, but we recognize that our employees are our greatest asset in maintaining that business philosophy. We're always looking for great people who can use their professional expertise to bring our customers the best possible solutions for their business. That's why we offer outstanding benefits, including:

• Competitive Pay
• Medical and Dental Insurance
• Flex Spending Accounts
• Health Savings Accounts
• Life Insurance and Supplemental Life Insurance
• Vision, Cancer and Accident Insurance
• Short and Long Term Disability
• 401k with Generous Company Match
• Paid Time Off (PTO)
• Holiday Pay

If this role sounds right for you, we hope that you'll consider joining our team. Our easy quick-apply application takes only 3-minutes to complete! We would love to hear from you!