What are the responsibilities and job description for the MSP Client Account Manager – Carrollton, TX. position at Paranet Solutions, Inc.?
Who we are:
Founded in 1991, Paranet Solutions, LLC has designed and supported a vast array of complex IT environments. Paranet’s executive leadership and owners consist of former executives that have led complex, rapidly growing businesses. We are not owned by a fund that must sell the business in a few years. We are here for the long haul, and we intend to build an industry leading provider of managed IT and cybersecurity services built on the foundation of exceptional customer service.
What we do:
Paranet provides enterprise level IT support for complex companies. We use state of the art tools and technology to ensure our clients’ mission-critical systems can run 24/7/365 across multiple sites. We design each client’s security program to provide protection from rapidly evolving threats. Paranet is based in Dallas but serves clients nationwide.
Position Summary Paranet Solutions is recruiting to fill multiple Client Account Managers (CAM) positions. The CAM will be the primary point of contact for our clients, ensuring exceptional service and strong, long-lasting relationships. As the CAM, you will be responsible for the day-to-day management and interaction with your designated accounts. Candidates must have a good understanding of commonly used concepts, practices, and procedures within the support and service delivery arena, specifically in IT Managed Services, and excellent communication skills in order to interact with Paranet team members, clients, and vendors.
Benefits
- Health Insurance, Dental, & Vision
- 401(k) option
- PTO and sick leave
Responsibilities and Duties
- Deliver an outstanding customer experience.
- Understanding clients' needs.
- Managing expectations to maintain satisfaction.
- Have professional and responsive engagement through calls, emails, and Teams meetings.
- Be the first point of contact for your customers’ questions, and service requests.
- Have accountability for your own customer base.
- Create long lasting relationships
- Make proactive calls to customers, so confidence to engage with people at all levels is critical.
- Develop an outstanding knowledge of your customers and their businesses objectives.
- Work with customers to ensure they have the correct products and services to match their requirements.
- Recognize opportunities to cross-sell additional products and services.
- Query and dispute resolution.
- Purposeful usage analysis reporting.
- Keep up to date with product and industry knowledge.
- Effective communication and collaboration with internal individuals/teams and suppliers.
- Maintain CRM database.
Knowledge/Skills/Abilities
- Excellent communication skills with the ability to interact with C-level resources and their staff
- Energetic self-starter with the desire and ability to grow in the position
- Ability to manage multiple accounts simultaneously and handle client requests in a timely manner.
- Positive attitude, highly organized, and adaptable to changing environments.
- Ability to work autonomously and as part of a cross-functional team to determine work priorities, proposals, timelines, and changing work demands
- Ability to understand and present cost-benefit analysis.
- Basic understanding of IT solutions, including network infrastructure, cloud computing, cybersecurity, and business applications.
- Problem Solver
Education and Experience
- 2 years of previous Managed Service Provider (MSP) experience.
- 2 years in account management, or a similar client-facing role, ideally within a managed services environment.
- BA/BS degree preferred, or equivalent combination of education, training, and experience
- Experience with ConnectWise Manage preferred.
