Technical Account Manager

Overview

ConRes is one of the nation’s most established and reliable sources for IT solutions.  Since 1962, we have supplied best-of-breed technical solutions and services to customers in a global capacity.

As a solutions provider, ConRes pairs the selling of hardware and software with services.  We operate across five main pillars : Hybrid Cloud, Workplace, Security, AI and Optimization Services.  We act as the bridge between best-of-breed OEMs, making their solutions easier to plan, implement and support.

The Technical Account Manager (TAM) oversees and address our customers’ technical needs before and after the point of sale, ensuring customer satisfaction.  Focusing on Managed Services customers, where we provide continuous support, the TAM aligns with Professional Services, Project Management and sales to engage the customer in cross-functional opportunities, ensuring expectations and deliverables are met, while maintaining the highest quality of service.

As a TAM, you should be a tech-savvy professional, able to explain technical details and requirements both technical and non-technical audiences. You should also be results-driven and aspire to achieve specific goals.

The TAM is also responsible for onboarding new managed services customers which forms the basis for the relationship with these customers throughout their services engagements. In this role, you should be detailed-oriented, task driven and work well on a team to align necessary internal and external roles and actions to ensure timely delivery of quality service.

Ultimately, you should be able to provide technical, product, and business knowledge to foster long-lasting relationships and growth within customer accounts.

Responsibilities

• Create an overall customer experience strategy that accelerates, improves, and tracks the business outcomes desired.
• Provide requirements and solution feedback to internal stakeholders to positively influence the long-term service portfolio and capabilities.
• Forge strategic relationships with field sales including educating the field sales team on how renewal events can influence net new sales for the company.
• Serve as the Project Manager for customer projects related to their managed services contracts. This includes customer onboarding, as well as projects like technical audit remediation.
• Compile, then review, monthly reports with our customers to provide visibility into their environments, show the value of our services, and identify opportunities for service improvement and expansion.
• Ensure customers successfully maximize the value they receive from our solutions and service offerings.
• Ensure customers are aligned with the terms and condition of their Services agreements, throughout the implementation and delivery of services
• Measure, report on, and improve metrics related to customer success (e.g. SLAs, customer retention, change management statistics).
• Develop and execute program and project communications templates and tools
• Develop continual service improvement framework that incudes meeting with customers, identify opportunities for improvement and work with the team to implement improvements.
• Successfully implement Continuous Process Improvement Programs to improve delivery operations and customer service metrics.
• Coordinate technical support for customers to support pre-sales and post-sales processes.
• Educate customers to engage ConRes effectively and through established rules of engagement.
• Provide Sales with customers’ feedback to help identify potential upsell opportunities.
• Work with OEM and 3rd party support providers to resolve service-related issues.
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations.
• Ability to work independently proactively identify and resolve issue without direct instructions
• Act as an escalation point during both business and non-business hours, as required.
• Perform other tasks as assigned by management.

Qualifications

Education and Training

ITIL v4 Foundation

Experience

Skills