Senior Technical Account Manager

5 days ago

Chicago, United States Meriplex Solutions Full time
Job Summary

Meriplex Solutions is seeking a highly skilled Senior Technical Account Manager to join our team. As a key member of our organization, 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 in a timely and efficient manner, ensuring minimal disruption to clients' business operations.
  • Documentation and SOPs: Maintain accurate and up-to-date documentation and Standard Operating Procedures (SOPs) for clients' IT systems.
  • Client Evaluations: Collaborate with the vCIO and Client Success Managers to evaluate clients' technology landscapes and provide recommendations for improvement.
  • Operational Meetings: Facilitate and drive client operational meetings to ensure alignment with Meriplex Solutions' goals and objectives.
  • Training and Guidance: Provide training and guidance to Meriplex Solutions' operations and sales teams on client-specific IT systems and infrastructure.
  • Service Improvement: Identify opportunities for service improvement by analyzing client metrics and KPIs, and implementing changes to enhance client satisfaction and loyalty.
  • On-boarding and Project Management: Oversee client on-boarding projects and provide project management support to ensure successful implementation of IT solutions.
  • Firmware and Patch Remediation: Assist with firmware and patch remediation to ensure clients' IT systems are up-to-date and secure.
  • RCA Delivery: Assist with Root Cause Analysis (RCA) delivery to identify and resolve technical issues.
  • Time Tracking: Accurately track time spent on client projects and activities in Meriplex Solutions' PSA system.
  • Client Roadmapping: Develop and implement client roadmaps to ensure long-term business success and alignment with Meriplex Solutions' goals.
Requirements
  • Exceptional Interpersonal and Communication Skills: Possess excellent interpersonal and communication skills to effectively interact with clients, colleagues, and stakeholders.
  • Strategic Thinking and Analytical Skills: Demonstrate strategic thinking and analytical skills to identify opportunities for growth and improvement.
  • Time Management and Problem-Solving Skills: Possess strong time management and problem-solving skills to prioritize tasks and resolve complex technical issues.
  • Technical Expertise: Have a strong understanding of IT systems, infrastructure, and technologies, including RMM platforms, Windows Server, Microsoft Azure, VMware, AD, DNS, DHCP, Exchange, Firewalls, and Wireless Technologies.
  • Education and Experience: Hold a Bachelor's degree or equivalent combination of education and experience, with a minimum of 3 years' experience working in an MSP environment.
  • Certifications: Possess industry certifications such as MCSA, MCSE, CCNA, or VMware VCA/VCP.
Work Schedule and Travel

Standard Meriplex Solutions business hours are Monday – Friday, 8:00 AM to 5:00 PM. Some travel may be required, approximately 25% of the time.

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