What are the responsibilities and job description for the Technical Account Manager position at My IT Crew?
This is a hybrid position that requires you to be able to commute to the Brooklyn office at least 3 days per week.
Ready to get off the IT machine and come be part of a team where you are more than a cog in the wheel? My IT Crew is the place where everyone gets a voice and new ideas are welcomed. Sound like this could be your new home? Keep reading….
My IT Crew has been a leader in the Managed Service provider space since 2016. We strive for excellence and achieve it.
- Our clients love us and our satisfaction surveys show it at a consistent 97%
- We are the team who always “has the cool stuff”, we adopt new tools to make us more efficient and allow us to help our clients with best-in-class support
- No more asking everyone for help, it's right at your fingertips. Having documentation that's actually useful? That's us!
- We Listen. Our culture and collaborative meetings and weekly team-led training will help YOU drive yourself and the company forward.
We are expanding our operations and seeking to grow our team. We are looking for individuals that have strong business acumen, extensive experience with technical concepts as well as a deep understanding of industry trends.
About the Role:
As an Account Manager at My IT Crew, our goal is to be collaborative and proactive, while remaining reactive when necessary. We work closely with all teams to ensure our clients receive exceptional support and view us as trusted advisors. Our team is eager to learn, help, and find fulfillment in others' success. We embrace a "nothing is ever not our job" mentality, always ready to assist wherever needed to ensure positive technology experiences for our clients.
Role Overview:
The Account Manager is responsible for owning client relations and serving as the strategic advisor and primary point of contact between My IT Crew and its clients. The role primarily involves working with Points of Contact (POCs) and Decision Makers within client organizations. The Account Manager ensures that clients maximize the value of their technology investments, and that technology contributes to their business efficiency and effectiveness.
Key Responsibilities:
Account & Relationship Management:
- Serve as the main point of contact for client strategic communications and escalations.
- Build and maintain strong relationships with client POCs and Decision Makers.
- Act as a trusted advisor and extension of the client's technology leadership team.
- Work with all internal teams to ensure client receives exceptional service.
Technology Review Meetings:
- Conduct regular Technology Review Meetings with clients.
- Review and discuss technology best practices with clients.
- Identify areas out of alignment with best practices and discuss associated risks.
- Provide recommendations for addressing these risks.
- Review overall account status and gauge client satisfaction (CSAT) and customer experience.
- Highlight proactive achievements (Wins) that ensure security, uptime, continuity, or business process improvements.
Technology Budgets and Roadmaps:
- Prepare and review technology budgets and roadmaps with clients.
- Create high-level budgets for three calendar years, with the next 12 months broken down by quarters.
- Ensure clients understand the importance of the roadmap and work with them to set timeframes for the next 12 months.
- Obtain verbal commitment from clients and ensure they track towards adoption and implementation.
- Continually review and update the roadmap with clients, adjusting timeframes as necessary.
- Educate clients on the impact of each initiative and the consequences of not proceeding as planned.
KPIs: (subject to change)Daily:
- # of unique client touches
- # of Account Management tickets worked
- Average response time to new & client responded tickets
Weekly:
- Total # of unique client touches from the previous week
- The average response time to new & client responded tickets from previous week
- # of proposals sent from previous week & the revenue associated
- Amount of revenue approved from the previous week
Monthly:
- # of assigned clients not touched in the last 30 days
- Revenue Proposed
- Revenue Approved
- # of Power Reviews & Budgets delivered
- # of clients with budget not reviewed in the last 6 months
