Key Account Manager (onsite plus remote)

Job Description

Key Account Manager (commission opportunity)

This is a great opportunity to join a growing company.

Technical Support International, Inc. (TSI) is a leading Managed Service Provider and Managed Security Service Provider in the Northeast. The core of TSI is comprised of expert IT/Cybersecurity professionals offering superior quality of service for over 30 years.

We specialize in providing Computer Networking and Support, Managed Services, Cloud Computing, Managed Security and IT/Cybersecurity and Compliance Consulting. The organization was fabricated on high quality of service, strong work ethic and team players while supporting SMB IT/Cybersecurity client objectives/needs. Our objective is to help IT professionals and business executives overcome their organizations daily technology/security/compliance challenges allowing them to focus on their strategic goals in growing their business.

SUMMARY:

The Key Account Manager is responsible for building and maintaining strong and meaningful business relationships with his or her assigned account base. Although important to TSI, managing clients’ sales lifecycle is preceded by customer satisfaction. The role for this position is to ensure client satisfaction and helping extend the customers retention with TSI by providing the highest quality of customer service. In this role, the Key Account Manager acts as a consultant to their client base by developing a thorough understanding of customers’ business and technology needs, while farming active clients by up-selling products and services. This position acts as a liaison between TSI and the client; ensuring customers realistic expectations are met with satisfaction.

The successful candidate is prepared to readily demonstrate his or her Account Management accomplishments and showcase business acumen competencies. This position is designated as hybrid with flexibility to telecommute. AMs are expected to travel locally when required for client meetings (primarily in MA).

Essential Functions/Primary responsibilities:

• Serve as the primary point of contact for assigned key clients, understanding their business goals and requirements.
• Ensure client satisfaction by developing consequential business relationships and trust with customer base, leading to a decrease in client churn.
• Regularly communicate with clients to understand their evolving needs, address concerns, and provide updates on service delivery.
• Proactively address any issues or escalations that arise during service delivery, ensuring timely resolution and client satisfaction.
• Continuously manage and achieve clients’ realistic expectations in a timely fashion with client meetings, action items, questions, requests and education.
• Consistently review customer satisfaction with surveys, conversations, visits or communication.
• Manage clients Recurring Revenue to minimize decline.
• Act as a liaison between billing, customer service and tech support to expedite and resolve client issues ensuring customer satisfaction.
• Work with customers to develop a deep understanding of their product and service needs and effectively communicate the benefits and features.
• Acquire strong acumen of TSI products and services to meet customer expectations.
• Identify and qualify new sales opportunities for current customers and manage expectations throughout the lifecycle of the account.
• Develop and organize onsite presentations showcasing TSI services and products to customers.
• Work closely with product specialist/sales engineer and management to develop solution recommendations, proposals and contracts.
• Maintain in-depth knowledge of TSI ‘s order to implementation process.
• Develop in-depth knowledge of ConnectWise, IT Glue and various TSI software tools to become proficient with applications.
• Achieve revenue growth with current customer base by upselling services and solutions.
• Renew and maintain customer base term agreements.
• Meet with and evaluate customer base on quarterly basis or when permissible and possible.
• Willingness to travel and visit clients in the field 25-50%
  
  

Dependability:

• Demonstrates quality standards observable through consistency and reliability.
• Contributes fully and equally within context of role to achieving team and organizational goals.
  
  

OTHER RESPONSIBILITIES:

• Assists and/or coordinates with special projects as needed.
• Other duties as required.
  
  

EDUCATION AND RELATED EXPERIENCE:

• Bachelor’s Degree preferred - in general Business, or Communications; lesser degrees accompanied by equivalent relevant experience.
• 2-4 years; demonstrated experience account management (sales cycle).
• 2-3 years; Managed Services Provider (MSP)/Managed Security Services Provider (MSSP) experience preferred.
  
  

OTHER SKILLS, KNOWLEDGE DESIRED:

• Ability to manage multiple client accounts simultaneously, prioritize tasks, and meet deadlines.
• Excellent communication and interpersonal skills to build relationships and effectively communicate with clients and internal teams.
• Demonstrated level of success in the development of client relationships and customer satisfaction.
• High energy and self-motivated with strong organizational, presentation, and customer service skills.
• Excellent communications skills with written and verbal fluidity and proficiency in English language.
• Ability to multi-task and adapt to changes quickly in a fast-moving environment.
• Strong PC skills, including expertise in Microsoft Word and Excel.
• Self-confident, with exceptional interpersonal skills and maturity to represent the company both internally and externally.
• Excellent communications skills with written and verbal fluidity and proficiency in English language.
• Excellent time management skills.
• Adaptable and confident with technology; ability to explain technology services in simple, understandable terms.
• Adherence to the highest quality standards.
• Solid business acumen.
  
  

OTHER REQUIREMENTS:

• Adhere to all policies as outlined in the Employee Handbook which shall extend to client locations where applicable, including but not limited to all safety policies and rules and regulations; standards of conduct; workplace harassment policies; sexual harassment policy.
  
  

PHYSICAL REQUIREMENTS:

• Must have dexterity in fingers and hands for work requiring fine motor skills including but not limited to keyboard and phone operations.
• This position requires strength in hands, wrists, and arms for the ability to hold and maneuver equipment.
• Must have the ability to reach upwards and outward with arms and hands.
• Must be able to bend, stand and sit for extended periods of time.
• Must be able to perform related activities, such as, but not limited to some lifting up to 20 lbs. unassisted (technology equipment).
  
  

No relocation.

Job Type: Full-time

DISCLAIMER:

Job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions relevant to the reasonable needs of the company and to perform any other related duties requested by his/her manager.

BENEFITS:

TSI provides comprehensive medical and dental benefits, plus a wide array of other benefits including discretionary profit sharing to eligible employees.

• Medical and Dental insurance
• ST & LT disability, Life insurance
• 401k plan with company matching
• Paid holidays
• Paid vacation
• Profit Sharing Bonus when possible
  
  

COMPENSATION:

This position is comprised of base pay PLUS commission opportunity.

Cover letter and resume strongly encouraged.

Respond to: Manager, Human Resources

Company Description

Technical Support International, Inc. (TSI) is a leading Managed Service Provider and Managed Security Service Provider in the Northeast. The core of TSI is comprised of expert IT/Cybersecurity professionals offering superior quality of service for over 30 years.

Technical Support International, Inc. (TSI) is a leading Managed Service Provider and Managed Security Service Provider in the Northeast. The core of TSI is comprised of expert IT/Cybersecurity professionals offering superior quality of service for over 30 years.