Technical Account Manager

Your role is to act as the "IT Manager" for a variety of small to mid-size corporate, government, academic and non-profit clients who engage our consulting services to support their IT environment. The Technical Account Manager has a solid technical understanding to assist our clients in managing their current networking, integration and desktop needs as well as to assess and propose short-/long-term technical requirements. In this position, outstanding customer service, a solid technical understanding of the infrastructure and computing needs of startups to mid-size businesses, and ability to multi-task are key. This includes developing project proposals and product quotes, understanding technical product lines, managing projects, meeting with and responding to customer requests and scheduling/managing the appropriate technical staff, as well as strategic planning activities. As urgent situations arise, the IT Account Manager's role is to take immediate action to mobilize the appropriate staff to resolve the situation quickly and efficiently and communicate with the customer regarding status.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities

Schedule:

• Day shift
• Monday to Friday
• On call

Ability to Relocate:

• Concord, MA 01742: Relocate before starting work (Required)

Work Location: In person

Responsibilities

Daily activities include:

• Writing client proposals, including system design/architecture and budget estimation
• Scoping and quoting hardware and software
• Reviewing proposals with customers and obtaining customer sales orders
• Managing incoming client requests
• Proactively managing client relationships, via phone, email, in-person meetings.
• Scheduling and tracking projects and engineering tasks within the company's scheduling and ticketing system
• Acting as liaison between the customer, the primary engineer, and other team members during projects and emergencies

General Responsibilities include:

• Managing and expanding existing accounts
• Providing 1st-tier phone support and dispatching engineers/technical support for scheduled and emergency work
• Planning and managing client IT projects
• Enhancement & maintenance of client systems including policies & procedures, documentation and the development of strategic information system plans
• Developing new business opportunities through referrals from existing clients, qualified new leads and networking, etc.
• Working with vendors and suppliers; completing vendor training; solid understanding of product offerings
• Building solid business relationships with senior members of client companies
• Providing a leadership role in the delivery of the business solution

Qualifications

Minimum Position Requirements

• A thorough understanding of IT integration and implementation; IT management experience; some hands-on background a plus.
• 3 years' experience in similar environment as described above.
• Bachelors' degree.
• Comfort using and discussing technology, including computer hardware, software and networks
• A passion for interacting with people and experience providing top-notch client service
• Interest in working in an entrepreneurial environment with a close-knit team
• Excellent verbal and written communications skills, attention to detail and professional phone/email manner
• Work from our Concord office and go onsite to various Boston-area client sites, as appropriate.
• Available for after-hours business-critical issues.