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Technical Account Manager

2 weeks ago

Orlando, United States Kavaliro Full time

At Kavaliro, we are deeply committed to our customers' success, and we strive to be a trusted partner in their technological journey. As a Technical Account Manager at Kavaliro, you will be a key liaison between our clients and our Managed IT Services team. You will be responsible for ensuring the successful delivery of IT services, addressing client concerns, and maintaining a high level of customer satisfaction. This role combines technical expertise with client management, requiring you to understand our clients' business needs, resolve technical issues, and proactively manage their IT infrastructure.


Responsibilities

  • Serve as primary technical contact and augment our customer support teams
  • Onboard new customers to the Kavaliro platforms
  • Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices
  • Serve as customer advocate with internal Kavaliro stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties
  • Engage with customers at all levels of their organization, from the front lines Help Desk, NOC and SOC to the C-suite
  • Research customers' technical issues in a timely manner and follow up with recommendations and action plans
  • Escalate customer issues to management when appropriate
  • Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed
  • Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
  • Create knowledge base content to capture new learning for reuse throughout the company and user base
  • Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Support the sales teams in identifying account expansion opportunities
  • Drive support cases to ensure issues are being resolved in a timely manner
  • Able to provide technical support to customers and is capable and comfortable handling Level 1 & Level 2 Technician duties
  • Participate in a week-long on-call rotation a few times per year


Technical Support and Service Delivery

  • Provide Tier 1 / 2 technical support, including troubleshooting hardware, software, and network issues
  • Escalate complex issues to higher-tier support teams while maintaining ownership of the problem until resolution
  • Monitor client IT environments to proactively identify potential issues and address them before they impact operations
  • Assist with the implementation and management of IT projects, ensuring they meet client expectations and timelines


Service Management and Reporting

  • Manage the delivery of Managed IT Services according to SLAs, ensuring all service requests and incidents are handled promptly and effectively
  • Prepare and deliver regular reports on service performance, system health, and any incidents or issues encountered
  • Work with internal teams to ensure consistent service delivery and address any service gaps


Continuous Improvement and Training

  • Stay updated on the latest IT trends, technologies, and best practices to provide informed recommendations to clients
  • Provide clients with guidance on optimizing their IT infrastructure, including hardware upgrades, software deployments, and process improvements
  • Train clients on best practices and new technologies to enhance their IT capabilities


Account Growth and Strategy

  • Identify opportunities for account growth, including upselling additional services or expanding existing service agreements
  • Collaborate with sales teams to support the acquisition of new clients or the expansion of services to existing clients
  • Assist in the development of strategic IT roadmaps for clients, aligning their technology use with their business goals


Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
  • 2+ years of experience in IT support or technical account management, preferably within a Managed IT Services environment
  • Strong understanding of IT infrastructure, including servers, networks, and cloud services
  • Experience supporting customer regulatory requirements including but not limited to CMMC, NIST, HIPAA, PCI, etc.


Technical Skills

  • Proficiency in troubleshooting Windows, macOS, and Linux operating systems
  • Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPNs
  • Experience with common IT management tools (e.g., RMM, PSA, ticketing systems)
  • Knowledge of cybersecurity principles and best practices


Soft Skills

  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences
  • Strong problem-solving skills with a proactive approach to issue resolution
  • Ability to manage multiple clients and projects simultaneously with attention to detail
  • High level of customer service orientation and a commitment to client satisfaction


Certifications (Preferred)

  • CompTIA A+, Network+, or Security+
  • Kaseya RISTM
  • Microsoft Certified: Azure Fundamentals or equivalent
  • ITIL Foundation or other relevant certifications


Work Environment

  • Ability to work in a fast-paced environment with occasional after-hours work to meet client needs
  • Hybrid work model, with a mix of remote work and on-site client visits as required
  • Knowledge of enterprise web technologies, security and cutting-edge infrastructures
  • Excellent customer service skills and ability to quickly establish technical credibility with customers
  • Excellent communication skills, written and verbal
  • Proven problem-solving skills
  • Collaborative attitude