Technical Account Manager

2 weeks ago

Fort Lauderdale, United States Segrera Associates Full time

Only local candidates will be considered for this particular role.

Overview

  • Serve as the primary point of contact for a portfolio of key client accounts, building and maintaining strong relationships with key stakeholders.
  • Gain an understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate.


Responsibilities


  • Oversee customer activities as they pertain to managed service operations.
  • Actively ensure there is a roadmap in place for each of your accounts.
  • Ensure full and efficient utilization of technical resources to accommodate customer needs.
  • Achieved and exceeded weekly, monthly, and yearly customer targets and defined Key performance indicators from a service perspective.
  • Conducting service and business reviews with clients
  • Ensure SLAs are met on all Service Requests (Across all SLA priorities) including daily operations and projects.
  • Accountable (not responsible) for successful patching, backups, cybersecurity, and compliance requirements
  • Oversee Major incident management (Led by Senior Engineers) and change control.
  • Liaison between the organization and the customer with a focus on getting the promised services delivered.
  • Function as the customer’s single point of contact for escalations, problem identification, and resolution of issues.
  • Excellent problem-solving skills - including crisis management, communication, issue tracking, triaging, and providing value-based recommendations.
  • Complete end-to-end understanding of the client's environment from a technical perspective:
  • Infrastructure (Design, Network (Equipment), Servers, Circuits, Cloud Platforms, Layer 2 and Layer 3 Connectivity, End-user computing, Mobile devices, Backups).
  • Security and Compliance (Policies - Backups, MFA, Geolocations restrictions, Companies do's and don'ts, Business Continuity (BCP), Disaster Recovery (DR), Change control)
  • Gain a deep understanding of products and services, and translate complex information into simple, polished, engaging content.
  • Developing and sustaining long-standing relationships with company-approved vendors


Qualifications


  • Bachelor's degree in a relevant field (e.g. Computer Science, Engineering)
  • 4+ years of experience in a technical account management role or in IT roles demonstrating excellent customer service and support.
  • Ability to analyze complex technical requirements and propose effective solutions.
  • Experience with compiling service-related data and reporting for review (SLA metrics and other KPIs)
  • Technical knowledge in cloud computing, IT infrastructure, virtualization, and networking concepts.
  • Experience in delivering technical presentations, demonstrations, and proof-of-concepts to clients.
  • Ability to effectively communicate complex technical concepts to both technical and non-technical audiences.
  • Proven ability to collaborate with sales teams and contribute to sales strategies and proposals.
  • Familiarity with sales processes, including qualification, discovery, solution design, and closing deals.
  • Ability to develop and maintain relationships with key stakeholders within the organizations.
  • Strong problem-solving skills and ability to address technical challenges or objections raised by clients.

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