Overview

We are seeking an experienced Technical Account Manager to oversee and manage our clients' technical needs. Focusing on accurate, trustworthy, and timely technical service before and after the point of sale will help you ensure client satisfaction.

As a Technical Account Manager, you should be a well-rounded, tech-savvy professional able to explain deep technical topics and requirements to a largely non-technical audience of high-level business professionals.

The ideal Technical Account Manager can provide technical, product, and business knowledge to aid in client sales and support as well as strengthen our relationships with clients. The right individual is dedicated to their pursuit of helping grow the great local businesses we work with through technology and honest service delivery.

We currently offer a hybrid work environment with four days in the office or at client offices and one day working from home after a training period.

Responsibilities

The Technical Account Manager position is one of many hats. The right individual will be the driving force behind our service delivery, client satisfaction, and, ultimately, our success.

A List Of Job Responsibilities Includes

• Ability to provide technical support for clients to aid in the pre-sales and post-sales processes
• Address client issues promptly, working with our support team to ensure efficient resolution of related items
• Conduct regular technical alignment reviews and audits to assess the current state and maturity of clients' IT environments
• Train clients to use products
• Address product-related inquiries on time
• Identify solutions to drive client efficiency and reduce support costs
• Analyze client requirements and provide helpful upgrade or feature suggestions to meet their requirements and budgets
• Work with our sales department to drive new business and increase sales
• Be responsible for upholding best practices and reporting recommendations to the vCIO.
• Proactively maintain and improve customers' infrastructure
• Proactively plan, oversee, coordinate, track, and run assigned project tasks
• Establish best practices internally
• Track sales performance metrics
• Cull client feedback into actionable items to aid in improving our processes to drive better service
• Analyze client requirements and scope technical service opportunities
  
  

Requirements

Candidates should demonstrate knowledge of business, sales, and technical roles sufficient to be efficient in maintaining client relationships and exceeding client expectations. Prior MSP experience is highly preferred, as this position requires a delicate balance of understanding our industry and a well-rounded individual driving the process.

Potential applicants may be required on-site for quarterly visits or client meetings. As a result, reliable transportation is highly preferred to ensure proper account relationships are maintained.

Participate in an on-call rotation. We compensate for this service with extra COMP time off for each rotation.

As with all our positions, a personal background check is required before employment.

Among other criteria, the following requirements will be evaluated in assessing applicants:

• Proven work experience as a Technical Account Manager
• 5+ years of previous experience in IT administration and/or technical support experience, or equivalent
• Software, networking, and VoIP experience
• Solid technical background with hands-on experience
• Able to work well both within a team environment and autonomously
• High degree of punctuality
• High level of organizational, project management, coordination, and prioritization skills
• Ability to work with staff at all levels of the company
• Professional personal presentation
• Awareness of and ability to work in accordance with company policies and procedures
• Ability to take, interpret, and follow instructions
• An ability to grasp client needs and suggest timely solutions
• Excellent verbal and written communication skills
• Strong client service skills
• Excellent analytical and problem-solving skills
• BS degree in Computer Science, IT Management, or relevant field
  
  

Key Performance Indicators (KPIs)

• Completed technology alignment visits according to the set frequency schedule
• Accuracy of customers' technology alignment reports
• Quality of technical recommendations provided back to the vCIO
• Reduction of reactive noise at assigned customer sites
• Intimate knowledge of customers' IT environment
• Accuracy of customer documentation
• Maintain strong relationships with key customer contacts
• Customer and staff satisfaction
• Satisfactory achievement of ongoing targets, goals, and objectives as set by the Operations Manager, Director, and the company
• Accuracy of work undertaken, information, and advice provided
• Following of instructions and completion of tasks in a timely, accurate, and efficient manner which meet the requirements of the company, customer, and required regulatory standards
• Following, utilization, and promoting of company policies and procedures
• Learning: Constant personal and professional growth
  
  

Confidentiality and Accountability

• Maintain confidentiality regarding the information being processed, stored, or accessed by clients' networks
• Will be responsible for ‘keys to the kingdom' for clients' passwords, etc
• Track and document all work performed, such as passwords, configurations, correspondences, etc., in approved applications
• Business casual attire is required when onsite, on camera, or in the home office to allow quick dispatch unless otherwise approved by management
• Account for all time during the day. If timesheets are not filled out and submitted, then paychecks will not be distributed until the time is entered and approved
• Keep accurate mileage/expenses
• Be adaptable, professional, courteous, motivated, and works well on your own and as a member of a team
• Excellent Client Service skills and demonstrated success in exceeding client expectations
• Strong communication (verbal and written) and client-handling skills
• Strong attention to detail and focus on producing quality work products and results.
• Strict Adherence to our Core Values
  
  

Nice to have

• Experience with Autotask
• Experience with Datto BCDR
• Experience with Datto RMM
• Experience with Cytracom Control One
• Experience with Threatlocker
  
  

Our Core Values

• Honesty: Honesty is demonstrated by what we say and by what we do
• Kindness: The quality of being friendly, generous, and considerate
• Discipline: The focused attitude of self-control that drives the systematic and consistent application of blood, sweat, and tears to get results
• Ownership: Being accountable for the results of your actions and caring about the outcome as much as an owner of a company would