Technical Account Manager for MSP- Florham Park
2 weeks ago
We are looking to add a Technical Account Manager at our Florham Park, NJ location. This position is an important link between our customers and Link High Technologies. A successful candidate will have a sound technical knowledge of the MSP industry- network infrastructure, hardware, and cloud infrastructure. This is a HYBRID positions ( 3 Days in Florham Park, 2 Days Remote)
This position will work with our Technical Services and Management Team to create solutions that solve customer IT and cybersecurity compliance requirements. The main focus is to improve customer business results through technology. Technical knowledge is weighted heavier than sales experience. Heavy C Level client contact (remote, in person). There is no sales quota, but the expectation is that there will be additional MRR, projects, hardware refreshes, and client retention.
Key Performance Areas
- Strategic Roadmaps and budgets- validate that Link High is doing what is promised, and compliance requirements are being met.
- Client Relationship Management & Retention- Foster long term relationships that result in high levels of client retention.
- Client Service Experience- Be a trusted advisor and central point of contact for client and internal escalations. Regular client contact (ALL clients not just large) - not to sell but to make sure account is happy.
- Issue Management & Escalation- Own and resolve client issues outside the scope of standard support tickets. Act as escalation point for client leveraging necessary departments and resources.
- Work with Technical Service Teams to quote projects, hardware, and Cloud solutions. However, the proposal and quote should be created and presented by this individual.
- Monthly or quarter meetings with clients (at least one annual in person visit other meetings may be remote). Most of our clients are in NJ/NY/PA. Some clients are out of state and may require annual in person visit.
- Desire to keep up with the MSP industry and research new service offerings.
- ConnectWise Manage, Ninja RMM, MSP Bots, Cloud Radial (for account management), and Quoter.
- Microsoft Server Suite
- Office 365
- Microsoft Azure
- Firewalls
- Technical knowledge of networking and hardware
- At least 3 years in MSP or IT business with experience with client management or service delivery.
- Strong interpersonal skills with customer focus
- Competitive Compensation
- 100% Employer Paid Medical/Dental, Short/Long Term Disability, Life Insurance for employee.
- 401K with matching Company Contribution
- Credit Union Membership
- Opportunity to grow- VCIO, Project Management, etc.
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