Technical Solutions Specialist
2 days ago
About the Role:
We are seeking a highly skilled Account Manager to join our Partner Services Team at Affiliated Monitoring. As a critical member of our team, you will be responsible for managing our day-to-day interactions with top clients (B2B) and driving adoption and proficiency of our Hosted Solutions products.
Key Responsibilities:
- Serve as the primary point of contact for operational support for Hosted Solutions clients, providing expertise, advice, and management of project requests.
- Drive adoption and proficiency of Affiliated Monitoring's hosted solutions products, providing continuous client training on Affiliated client services.
- Responsible for managing and developing relationships as the trusted advisor in Affiliated operations.
- Provide technical expertise for Affiliated Hosted Solutions product, providing escalated support and comprehensive solutions to client inquiries in a timely manner.
- Collaborate with Affiliated's Onboarding team to provide a seamless transition for our hosted clients, ensuring they are thoroughly trained on operating procedures.
- Monitor client support activities to detect any trends, develop remediation plans for any recurring issues, and present clients with best practices to optimize their account structures.
- Track KPIs at the client level to ensure operational expectations and service levels are being met.
- Manage customer expectations throughout the support service delivery process, ensuring thorough investigation, diagnosis, support, resolution, and restoration to any major issues that arise.
- Maintain client project tracker list, advocating for their changes or needs.
Requirements:
- 3-5 years of experience as a Technical Account Manager or Technical Customer Success Manager in a B2B environment.
- Bachelor's Degree Required.
- Understanding of technology and desktop software.
- Advanced analytical and problem-solving skill sets.
- Excellent interpersonal and communication skills.
- Comfortable working in a fast-paced, dynamic environment.
- Excellent communication and presentation skills, with the ability to distill complex information into clear and actionable insights.
About Us:
Affiliated Monitoring is an Equal Opportunity Employer. We believe in treating everyone with empathy and respect, and we strive to build an inclusive and diverse workplace where everyone feels valued and supported.
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