IT - Technical Account Manager

1 month ago

Austin, United States Robo-Computers Made Easy Full time
Job DescriptionJob Description

About ROBO: ROBO is a fast-growing IT service provider in Austin, TX. We pride ourselves on doing two things: delivering exceptional customer service and developing elite technical talent. If you are looking for a chance to grow and technical challenges to solve, this may be the right place for you.

Position Summary: The Technical Account Manager (TAM) is responsible for aligning customer demands with ROBO's products, services and solutions while advising them on requisite technologies needed to support their growth. To be successful the TAM should be curious, driven and have the ability to communicate the needs of customers across internal ROBO teams. This is a hybrid role, with time in the office and at client sites. There is no sales quota for the position, but there is an expectation to increase revenue through the installed client base. There is a performance bonus of up to 25% of the person's salary with this position.

Benefits:

  • Medical, dental, vision, life-insurance
  • 401(k) with company match
  • 2-weeks PTO
  • Performance-based bonus/commission structure
  • Stipends for ongoing education/training

Responsibilities

  • Develop annual strategic plan for each client, must know their business and goals/objectives
  • Manage 15 - 25 customer relationships, achieving high CSAT scores and revenue generation
  • Lead quality business reviews with all managed service customers
  • Work in concert with leadership to develop customer technology roadmaps and annual business plans
  • Manage multiple client projects with different tasks and deadlines
  • Coordinate with Service Desk and Project Delivery team to ensure customer expectations are met and information flows smoothly amongst teams
  • When urgent, provide hands on technical support for end-users
  • Address any accounting/billing issues
  • Ability to prioritize competing customer needs
  • Present, manage and follow-up on Sales/Client Pipeline opportunities

Qualifications

  • 3+ years of relevant experience in account management or project management
  • 2+ years of IT Helpdesk or On-Site Support is preferred
  • Computer Science or similar degree preferred and/or Certifications
  • 2+ years of hands-on technology experience; providing end user support, troubleshooting infrastructure, or architecting technology solutions to business problems
  • Ability to sell and move clients forward in the sales process
  • Desire to learn about new technologies and creativity to apply them within customer environments
  • Strong organizational and time management skills, and
  • Excellent attention to detail

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