Technical Account Manager II

Job Summary: Technical Account Manager II (TAM II) will have overall responsibility for an account or set of accounts as assigned. The TAM II will be the primary Services contact for the client and the Account Executive for assigned client activities. The TAM II will have responsibility for day-to-day account leadership and for client presentations related to ISG services, escalation resource for clients and ISG related actions as required. The role will liaison for all project activities from any ISG resource assigned to the clients that are supported by the TAM. Job duties also include end to end responsibility for delivery of service, SLA analysis and reporting, financial analysis, and customer satisfaction.
What you bring to the position:
You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the ways we operate.
You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction.
You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a know-it-all.
You successfully fulfill the following essential duties and responsibilities:
You will provide STRATEGIC OVERSITE to the position by:
Reviewing and approving all project plans and assess impact to end to end services for client.
Ensuring client reviews are performed as required contractually and per governance model. Includes all Monthly and Quarterly Business Reviews and ownership of all content and presentation completion.
Leveraging business knowledge and expertise to drive business process improvements.
Recognizing areas for internal improvement and work with teams to develop plans for implementation.
You will utilize your ADMINISTRATIVE SKILLS to efficiently:
Perform various administrative tasks as needed, including logistics for meetings and workshops, room bookings, catering, and visitor registration.
Provide regular updates of the progress and status of specific projects and MSP activities.
You will use your COLLABORATIVE SKILLS to:
Interact closely with finance team to analyze ongoing financial reporting / charging and maximizing profitability for account(s).
Coordinate meetings with customers, internal and cross-functional teams. Generate meeting materials and produce post-meeting deliverables.
Effectively work with teams to identify / mitigate delivery risks and participate in the creation of risk mitigation plans.
Collaborate across all business units to control resource requests while aligning to budgets and project plans
Demonstrate a commitment to ISG Technologys Core Values.
Support the Company by completing all other job duties assigned.
You will use your TECHNICAL SKILLS to:
Assure all onboarding activities, quality, and signoff on go-live as required for account(s).
Manage day-to-day execution of project workstreams. Assist with the planning, tracking, documentation, and status updates for the project. Facilitate the definition of project scope, goals, and deliverables for specific projects, as assigned.
Maintain a full understanding of each Managed Services solution including technical design, financial modeling, and contractual terms and conditions for each client.
Use a variety of delivery management tools to manage progress, reviews, retrospectives, resource capacity, and level of effort.
You will use your CUSTOMER SERVICE SKILLS to:
Interact with leadership from delivery organization(s) supporting TAM accounts to ensure proper delivery quality and services based on scope of services agreement.
Ensure proper change management review and approval for any client related changes across services.
Interact day to day with clients and act as focal point for client owned activities and deliverables related to any services provided.
You will use your LEADERSHIP SKILLS to:
Exercise solid leadership skills combined with strong business acumen, excellent communication skills, and in-depth analytical capabilities.
As a successful employee, you will demonstrate the following professional skills as you carry out your position:
Oral Communications Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.
Written Communications Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
Customer Service Respond promptly and courteously to customers requests for service and assistance; manage difficult or emotional customer situations.
Presentation Deliver business, non-technical, and limited-technical presentations to audiences of 20-150 individuals.
Leadership Lead people and get results through others in a positive and inspiring manner.
Management Organize and manage multiple priorities.
Ethics Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values.
Organizational Support Follow company policies and procedures and complete other duties as assigned.
Judgment Include appropriate people in decision-making process.
Interpersonal Skills Maintain confidentiality; keep emotions under control; listen well.
Strategic Thinking Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.
Planning and organization Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.
Professionalism Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments.
Adaptability Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
Detail & Task Oriented Manage and follow through on multiple tasks, items and communications in a timely manner.
You will meet the following educational, licensing, certification and work experience requirements:
Bachelors Degree or equivalent experience required.
Experience in Technical Operations function, including solid experience dealing with customers, and internal teams, typically gained over 5-9 years required.
Minimum 3 years in an external or internal customer service delivery position
Experience working for an established managed or cloud services provider (MSP/CSP) preferred.
Have a working knowledge of Microsoft Office Suite (Word, Excel and Outlook).
Have a working knowledge of ConnectWise (or ITSM tooling as required), InfoSight, Auvik and Automate outputs, or related technologies is preferred.
Have a working knowledge of multiple MSP Cloud based administration and licensing portals; Microsoft, Auvik, Automate, Citrix, Webroot, ProofPoint, Knowbe4, Umbrella and others is preferred.
Hold and maintain a valid drivers license; driving record must meet the criteria of ISGs insurance carrier for acceptance of coverage.
You will follow the ISG Technology Core Values:
Humor & Fun
We believe its important to take time outside of work to spend time with family and keep the wind in our sails.
We collaborate and value sharing our unique perspectives.
Were inclusive and create activities that align with peoples interests and passions.
Resilience
We pride ourselves in meeting high-pressure challenges
We never quit and demonstrate the ability to see daunting assignments through successfully.
Lead by Example
We demonstrate courage in having crucial (and sometimes tough) conversations.
We are reliable and highly accountable in our use of systems and tools.
Continuous Improvement
Were creative thinkers who can adapt to evolving situations.
Were humbly confident, know our stuff, are willing to coach and be coached.
Were willing to make healthy self-sacrifices for the greater good.
Team First Initiative
We are pro-active and stay on top of training and certifications.
We willingly take on more responsibility if we see a need and can assist.
We view individual accountabilities as representing the whole team.
You are able to work in the following environmental and working conditions:
Prolonged periods of sitting at a desk and working on a computer and phone.
Work in a general office environment.
Travel to client and prospect locations with varying conditions.
You have mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.

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