Technical Account Manager - TAM

About The Role:

Our Technical Account Managers are responsible for building and maintaining purposeful relationships within our existing client base. You will provide technical recommendations aligned with the client’s business objectives. You focus on security and future requirements. You own the client relationship and develop a thorough understanding of their business and technology needs.

You’ll excel in the role if you have a business background and know how to manage relationships. You should have a strong technical aptitude and be patient, dedicated, and easy to work with. You have to be committed to serving clients and committed to the highest levels of client service, with no exceptions.

If you love technology and building business relationships, this is your role.

Essential Duties and Responsibilities:

• vCIO Consulting - You engage with clients to understand their business needs and goals. You will help them use technology to move to support these goals and initiatives.
• Relationships - You build and maintain trusting relationships with clients. You will develop an ongoing communication cadence and working connection with all stakeholders.
• Stack Compliance – You will make it your priority to have an understanding of the Fuelled technical stack and how it can help solve business issues and goals.
• Solution Development and Design – You will work with the Fuelled team to develop and design solutions as required and necessary for clients. You will maintain the solution framework to align with the Fuelled current stack.
• Quoting and managing the sales process for clients.
• Initial Onboarding – You will work with new clients to facilitate the initial Onboarding Assessment to determine client goals and design for ongoing QBR’s.
• Client Advocacy – You will act as the client advocate for Customer Service, technical issues, and overall relationships.
• Quarterly Business Reviews (QBR) with assigned clients.
• Initial Onboarding – You will work with new clients to facilitate the initial Onboarding Assessment to determine client goals and design for ongoing QBR’s.
• Manage and maintain Security compliance (Cyber Secure Canada) standards within documentation and review ongoing with the client.
• Other relevant job duties as assigned.

Knowledge, Skills, and/or Abilities Required:

• Strategic plan development.
• Problem-solving.
• Outstanding communication, both written and verbal.
• Exceptional time management and organizational skills.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Can build relationships quickly with clients and internal teams
• Innovative thinking – you can look at critical problems from all angles and formulate solutions
• Knowledge of Information Technology applications, processes, software, and cloud environments such as Microsoft 365, Azure, and our other MSP (Managed Services Provider) tools and services.

Here’s What We’re Looking For:

• High school diploma or equivalent.
• Relevant and current industry certifications.
• Experience creating technology roadmaps and budgets.
• Minimum of three years experience in the following areas:
  • Technical solution design and delivery within the SMB space.
  • Past experience supporting and administering corporate networks, cloud and security.

Ideally you have the following:

• Bachelor’s Degree, preferably in business administration, technology, or a related field.
• Past IT consulting experience.
• Experience technically supporting multiple clients and environments.
• Past MSP experience.
• Experience with networking technologies such as firewalls, routers, switches, etc.
• Account management experience.
• Knowledge and experience working with Microsoft 365 and Azure.
• 5+ years of IT experience.
• 5+ years of business management experience.

You Should Know:

• This is a full-time, permanent position.
• Normal working hours are Monday to Friday. You need to be available to internal and external clients.
• You must have a valid driver's license and access to a vehicle for work.
  
• Expect to work remotely as well as in the office 4 days per week.
  
• Ottawa candidates only.
Preference will be given to candidates who currently have security clearance or eligibility for security clearance.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

At Fuelled Networks Ltd., diversity, equity, and inclusion are part of who we are. Together, we continue to build an inclusive culture that reflects the diversity of our people. It fuels our innovation and connects us closer to our people and our clients. We strive to nurture a culture where inclusiveness is a reflex, not an initiative.