Technical Account Manager
New
P
Planet TechnologiesIT Managed Services
Eastern US - RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Five (5) years of experience
- Required Skills
- Project ManagementAccount ManagementCRM
Requirements
- Five (5) years of experience with IT customer account management, IT managed services, or IT project management.
- Previous experience effectively working in large remotely based teams.
- Experience managing multiple complex projects simultaneously.
- Ability to assimilate information quickly and manage multiple priorities effectively.
- Exceptional skills with managing customer expectations and providing trusted advisor level service.
- Ability to identify when and how to escalate issues effectively.
- Technical ability to read and understand complex business requirements.
- Awareness of current development trends and demonstration of continuous learning.
- Experience with CRM and helpdesk systems is a plus.
- Knowledge of Microsoft tools and systems is a plus.
- Bachelor’s degree preferred.
- PMP certification preferred.
Responsibilities
- Manage, support and service assigned set of accounts with focus on customer retention providing daily customer support interactions with the Managed Services Engineers and Consultants.
- Manage the delivery of IT services to clients, ensuring that service levels are met or exceeded.
- Identify ways to increase customer satisfaction and increase value-add for customers.
- Serve as a stable escalation and contact point for support requests and escalations.
- Coordinate with Account Executives and technical resources to ensure effective service delivery.
- Manage annual renewals, providing proof of value and identifying service opportunities.
- Produce monthly internal and customer reports for accurate invoicing.
- Manage hourly ad hoc (OLC) contract work according to PMO methodologies.
- Oversee Microsoft FastTrack engagements.
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