Technical Account Manager for Managed Services

2 weeks ago


Orlando, Florida, United States My It Crew Full time
Job Overview

Salary: $90,000 - $110,000

This position is a hybrid role that requires regular commuting to the office.

Are you ready to step away from the monotonous IT tasks and join a dynamic team where your contributions matter? My IT Crew fosters an environment where every voice is heard and innovative ideas are embraced. If this resonates with you, continue reading...

Since 2016, My IT Crew has established itself as a frontrunner in the Managed Service Provider industry, consistently striving for excellence.

  • Our clients consistently rate us with a satisfaction score of 97%.
  • We pride ourselves on utilizing cutting-edge tools that enhance our efficiency and enable us to provide top-tier support to our clients.
  • Access to practical and effective documentation is a hallmark of our operations.
  • We prioritize listening and learning, with a culture that promotes collaborative meetings and team-led training to empower both our employees and clients.

As we expand our operations, we are seeking individuals with strong business insight, extensive technical knowledge, and a keen understanding of industry trends.

Role Responsibilities:

As a Technical Account Manager at My IT Crew, your primary focus will be on fostering collaboration and being proactive, while also being responsive to client needs. You will work closely with various teams to ensure our clients receive outstanding support and view us as trusted partners. Our team is dedicated to learning, assisting, and finding fulfillment in the success of our clients.

Key Duties:

  1. Client Relationship Management:
    • Act as the primary contact for strategic communications and escalations.
    • Develop and sustain strong relationships with client representatives and decision-makers.
    • Serve as a trusted advisor, integrating with the client's technology leadership.
    • Collaborate with internal teams to guarantee exceptional service delivery.
  2. Technology Review Sessions:
    • Facilitate regular meetings to review technology with clients.
    • Discuss best practices in technology with clients.
    • Identify misalignments with best practices and address associated risks.
    • Provide actionable recommendations to mitigate these risks.
    • Assess overall account status and measure client satisfaction.
    • Highlight proactive achievements that enhance security, uptime, and operational efficiency.
  3. Budgeting and Roadmapping:
    • Prepare and discuss technology budgets and strategic roadmaps with clients.
    • Create high-level budgets for the upcoming three years, detailing the next 12 months by quarters.
    • Ensure clients recognize the significance of the roadmap and assist them in establishing timelines.
    • Secure verbal commitments from clients and monitor their progress towards implementation.
    • Continuously review and adjust the roadmap in collaboration with clients.
    • Educate clients on the implications of each initiative and the risks of inaction.

Performance Metrics:

Daily:

  • Number of unique client interactions
  • Number of Account Management tickets addressed
  • Average response time to new and client-initiated tickets

Weekly:

  • Total unique client interactions from the previous week
  • Average response time to tickets from the previous week
  • Number of proposals sent and associated revenue
  • Revenue approved from the previous week

Monthly:

  • Number of clients not contacted in the last 30 days
  • Proposed revenue
  • Approved revenue
  • Number of reviews and budgets delivered
  • Clients with budgets not reviewed in the last six months


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