Account Manager/ IT Operations Coordinator

2 weeks ago

Fort Lauderdale, United States Tech-Nique Partners Full time

We are seeking an individual with exceptional interpersonal skills, a proactive "can-do" attitude, and a strong focus on delivering top-notch customer service for the role of Technical Account Manager/Operations Coordinator. In this position, you will play a crucial role in ensuring our clients receive unparalleled white-glove service.

If you are someone who enjoys taking clients out for a drink or lunch to build and keep strong relationships, this could be you

Responsibilities:

  • Solid understanding of managed services agreements of assigned clients.
  • Oversee customer activities as it pertains to Managed Service Operations.
  • Actively ensure there is a roadmap in place for each of your accounts.
  • Supervise and facilitate the customer s adoption of MSP solutions.
  • Ensure full and efficient utilization of technical resources to accommodate customer needs
  • Achieve and exceed weekly, monthly, and yearly customer targets and define Key Performance Indicators from the 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 for issues.
  • Excellent problem-solving skills - including crisis management, communication, issue tracking, triaging, and providing value-based recommendations.
  • Ability to aggregate data from multiple sources to prepare and deliver weekly, monthly and quarterly business reviews.
  • Timely execution of standard customer meetings and reviews for your defined accounts weekly, monthly, and quarterly.
  • Provide weekly internal reporting to Executive management on overall Operations about assigned accounts (Projects, Service Desk KPIs, Escalations, Customer concerns, Opportunities, and Possibilities).
  • Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendations, in alignment with current and new products.
  • Help develop processes (workflows) to define the lifecycle of all service areas from the customer perspective and internal as well (Service requests, incident management, change control, patching, backups, procurement, etc.)
  • Project Management.

Skills and Experience:

  • Possess 2 to 3 years of experience in Professional Service Delivery, Account Management, and Operations coordination.
  • Prior experience with Managed Services Providers (MSP) is preferred but not mandatory.
  • Demonstrate excellent customer service, problem-solving, and critical thinking skills.
  • Exhibit strong verbal and written communication skills.

Technical:

  • 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)

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