Senior Technical Account Manager
3 days ago
We are seeking a highly skilled and experienced Senior Technical Account Manager to join our team at Meriplex Solutions. As a key member of our technical team, you will be responsible for managing a portfolio of clients, providing technical expertise, and driving business growth.
Key Responsibilities- Client Management: Manage a portfolio of clients, providing technical expertise and guidance to ensure their IT infrastructure is aligned with Meriplex Solutions' standards.
- Technical Escalations: Resolve technical issues and requests from clients in a timely and professional manner.
- Documentation and SOPs: Maintain accurate and up-to-date documentation and Standard Operating Procedures (SOPs) for clients.
- Client Evaluations: Evaluate client technology landscapes and present findings to the vCIO and Client Success Managers.
- Operational Meetings: Facilitate and drive client operational meetings to ensure smooth day-to-day operations.
- Training and Guidance: Provide training and guidance to Meriplex Solutions' operations and sales teams on client-specific technologies.
- Service Improvement: Identify service improvement opportunities for assigned clients using metrics and Key Performance Indicators (KPIs).
- Onboarding and Project Management: Sign off on client onboarding projects and provide project management support to clients.
- Product Maintenance and End-of-Life: Track client product maintenance and end-of-life schedules.
- Advanced Troubleshooting: Develop and maintain advanced troubleshooting skills for various technologies, including networking, virtualization, Active Directory, PowerShell scripting, and cloud architecture.
- Exceptional Interpersonal and Communication Skills: Excellent communication and interpersonal skills to effectively interact with clients, colleagues, and management.
- Strategic Thinking and Analytical Skills: Strong analytical and problem-solving skills to drive business growth and improve client satisfaction.
- Time Management and Efficiency: Ability to manage time efficiently, meet personal goals, and work effectively with other team members.
- Technical Expertise: Familiarity with RMM platforms, Windows Server, Microsoft Azure, VMware, Active Directory, DNS, DHCP, Exchange, Firewalls, and ConnectWise PSA software.
- Education and Experience: Bachelor's degree or six years of related experience and/or training, or equivalent combination of education and experience.
- Certifications: Industry certifications such as MCSA, MCSE, CCNA, and VMware VCA/VCP.
Standard Meriplex Solutions business hours are Monday – Friday, 8:00 AM to 5:00 PM. Some travel is required, approximately 25% of the time.
Physical DemandsMedium Work - Exerts up to 40 pounds of force occasionally, up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly having to move objects.
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