Job Summary

The Technical Account Manager (TAM) ensures that our CBS customers are able to grow their business with the full support of our products and services. As a part of this team, the Technical Account Manager is a technology and strategy expert with high visibility, who serves as liaison between our valued clients and our Service team. The TAM not only serves as our technology escalation point, but also identifies new opportunities that will optimize their infrastructure in which our products and services can better help our clients’ businesses. In this hybrid role, the TAM will be connecting with key executives and upper-level management, working to develop an understanding of their business requirements and goals. The TAM will manage multiple customers at once, serve as an advocate for our clients' needs and represent Computer Business Solutions with the utmost integrity and excellence.

General Accountabilities

· Develop a trusted technology adviser relationship with key client executives or upper-level management, such that all CBS activities are closely aligned with the customer's business and technological needs.

· Leverage comprehensive understanding of our products and services to provide relevant optimization of solutions and enhancements customized to customers' business needs.

· Perform post-onboarding reviews, promote new CBS offerings and ensure the prompt and proper resolution of technical challenges.

· Guarantee the technical aspects of your customer deployments by providing necessary documentation, technical guidance and excellent communication.

· Tracks incidents, service requests, and assists with trouble shooting practices and service activations, to include non-MSP customers as needed.

· Prepare reports, presentations and proposals for Client.

· Keep the Managed Services team and Management team well informed of account changes within the organization and general client specific news.

· Maintain current MSP client’s end-user information up-to-date while working in conjunction with the service team. Independently performs account user reviews daily, weekly and monthly (as needed) based on the client, which will promote company value with our diverse customer base, data accuracy and integrity and a stronger overall comprehensive customer experience

· Demonstrated ability to work effectively in a team environment and autonomously based on our business needs.

· Keep abreast of technology, trends and other factors affecting our business and technology decisions to include obtaining required job-related certifications.

· Represent the knowledgeable, efficient and professional image of Computer Business Solutions with all customers.

Required Skills

· Hands-on Infrastructure / Troubleshooting / Systems Administration / Networking experience in a Managed Services or similar technical environment.

· Relevant work experience in a client-facing technical role, preferably customer success or account management, with impressive record of accomplishment regarding retention and high customer satisfaction.

· Technical account management, engagement management, system implementation, technical support or IT consulting experience.

· Good working knowledge of IT Operational environments (vendor, contract management, Best Practices, SLA’s).

· IT process knowledge (Change Management, routine maintenance needs, troubleshooting procedures and process frameworks).

· Excellent analytical, oral and written communication ability coupled with strong relationship building skills.

· Strong due diligence coupled with a proactive practicality.

· Proficient in contract and general negotiation.

· Must possess an enthusiastic personality and foster a positive work environment.

· References are required and a skills test is mandatory for this position.

About Computer Business Solutions

Mission Statement