Technical Account Manager

2 weeks ago


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

Salary: $90,000 - $110,000

This is a hybrid role that necessitates commuting to the office at least three days a week.

Are you ready to step away from the routine IT tasks and become part of a dynamic team where your input is valued and innovation is encouraged? My IT Crew is the environment where your ideas matter and collaboration is key.

Since our inception in 2016, My IT Crew has established itself as a frontrunner in the Managed Service Provider sector. Our commitment to excellence is evident in our operations.

  • Our clients consistently rate us highly, with satisfaction surveys reflecting a remarkable 97% approval rate.
  • We pride ourselves on having cutting-edge tools that enhance our efficiency and enable us to provide top-tier support to our clients.
  • Access to useful documentation is a given; we ensure that our resources are practical and accessible.
  • We value communication. Our culture fosters collaboration through regular meetings and team-led training sessions that empower you to drive both personal and organizational growth.

As we expand our operations, we are on the lookout for individuals with strong business insight, extensive technical expertise, and a thorough understanding of industry trends.

Role Responsibilities:

As a Technical Account Manager at My IT Crew, your role will be to foster collaboration and proactive engagement while being responsive to client needs. You will work closely with various teams to guarantee that our clients receive outstanding support and regard us as trusted partners.

Key Duties:

  1. Client Relationship Management:
    • Act as the primary contact for strategic communications and client escalations.
    • Develop and sustain robust relationships with client Points of Contact (POCs) and Decision Makers.
    • Serve as a trusted advisor, integrating seamlessly with the client's technology leadership.
    • Coordinate with internal teams to ensure clients receive exceptional service.
  2. Technology Review Sessions:
    • Facilitate regular meetings to review technology with clients.
    • Discuss best practices in technology and identify misalignments with these standards.
    • Provide insights on associated risks and recommend solutions.
    • Evaluate overall account health and assess client satisfaction.
    • Highlight proactive achievements that enhance security, uptime, and business processes.
  3. Budgeting and Strategic Planning:
    • Prepare and discuss technology budgets and strategic roadmaps with clients.
    • Outline high-level budgets for the upcoming three years, detailing the next 12 months by quarters.
    • Ensure clients grasp 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 update the roadmap, making adjustments as needed.
    • Educate clients on the implications of each initiative and the potential consequences of inaction.

Performance Metrics:

Daily:

  • Number of unique client interactions
  • 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 Power Reviews and Budgets delivered
  • Clients with budgets not reviewed in the last six months


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