Technical Account Manager

Job Details

This position is primarily responsible for maintaining relationships with current clients, ensuring client technical needs are met, as well as finding opportunities for expanding services with clients.

Essential Duties and Responsibilities:

• Manage the business relationship with clients. Ensure high client satisfaction and engagement.
• Provides consulting and solution development services to clients.
• Manage the sale of products to assigned clients, including: technology hardware, software licenses, online services and maintenance renewals.
• Conduct periodic Strategic Business Review and Planning Meetings with clients.
• Play a lead role in the onboarding process for new clients, including: discovery, standardization and stabilization, and ensuring completion of all account management related onboarding tasks.
• Play a lead role in Informational Briefings and other client events, including: content selection, scheduling, promotion, registration, presentation, and post-event follow-up.
• Review and approve invoice detail prior to client invoices being generated and sent, including invoices for: products, projects, service overages, out-of-scope services, and Monthly Recurring Revenue.
• Serve as an escalation point for account management problems, client issues, collections, etc.
• Ensure high quality support services are provided, in a timely manner.

Education/Experience/Training/Certification Requirements:

• A two-year associate degree or four-year bachelor’s degree in the field of business, Information Technology, or equivalent experience and/or training.
• 2 years of experience working with small and mid-size businesses in a services-based environment. Managed Services Provider (MSP) experience is preferred and helpful.
• 1 years of experience in performing technical account management and/or vCIO duties.
• Familiarity of Information Technology concepts, computer infrastructure technologies, and computer support needs for small and midsize businesses.

Skill/Ability/Other Requirements:

• Ability to make decisions in matters of significance.
• Strong consultative selling abilities and excellent interpersonal skills with C-level contacts and business partners. Excellent presentation skills.
• Professional, business-like manner and appearance.
• Excellent oral and written communication skills, including ability to communicate technical information to non-technical personnel.
• Ability to work independently, but also as a strong supportive team member.
• Ability to handle occasional pressures, including demanding client contacts, meeting deadlines, and multitasking.
• Ability to exercise a high degree of diplomacy when dealing with clients in all types of organizational positions and with varying degrees of technical knowledge.

Work Environment/Hours/Location/Travel:

• Work is normally performed in an office setting. Some client work locations include manufacturing or warehouse environments.
• Work is normally performed during standard business hours, Monday through Friday 8a-5p.
• Other occasional off-hours work may be required for special client situations.
• Work Location varies day-to-day and throughout the day, split between working onsite at client offices and working at our Paducah office.
• Local car travel in the Western Kentucky and Southern Illinois area is regularly required (to go onsite to client offices). Travel is normally intraday and rarely requires overnight stays.