Technical Account Manager

The Technical Account Manager will be responsible for the assurance of quality service to our clients. The role will provide a structured interface to the client for IronEdge and focus on oversight to the account on multiple levels. Project deliverables, business workflow, and technology planning advice will all be required to be provided to the client through this role.

This position will be responsible for educating clients in current and future technologies as well as driving business efficiencies through understanding client needs and aiding in the development of technology solutions to meet those needs. The person in this role will be actively engaged in multiple client environments and will work with sales to develop new opportunities at the same time. The Technical Account Manager is responsible for creating emotionally driven experiences and relationships with our clients and team members each and every day. This person is naturally driven and enjoys the experience of helping clients through focused engagement and problem solving.

Essential Functions

  • Create long-lasting, emotional relationships with clients
  • Retain existing book of clients with no service-related attrition
  • Quickly and professionally address customer issues
  • Identify key stakeholders at each client and understand the decision-making process for technology and business decisions
  • Understand the current and historic issues of the client regarding their business and technology
  • Educate the client on the current technology market and potential upcoming trends
  • Understand the climate of the client’s market and business focus to ensure proper direction
  • Meet on a regular basis with each client to discuss the following:
    • Service delivery
    • Business issues and forecasts
    • Technology changes or opportunities
    • Potential upcoming projects
    • Provide reports about client service delivery and system maintenance
  • Aid in the building and execution of project plans to include:
    • Accurate Statements of Work
    • Accurate implementation plans
    • Setting client expectations
    • Proper documentation and billing of client projects
  • Work with support team and management to ensure issues are processed quickly and effectively for the highest support levels
  • Provide friendly and positive support for clients and staff over the phone and in person that exudes personal touch and professionalism
  • Maintain and increase client revenue over many years by providing accounts:
    • Project opportunities
    • Proper lifecycle asset management consulting
    • Warranty and service contract renewals
    • Timely renewal of IronEdge contracts and potential increase in contract costs
    • Potential opportunity to utilize additional IronEdge services
  • Ensure incidents and tickets are filled out according to company standards
  • Serve as a consultative conduit to clients to identify the proper resources to aid in their business needs

Skills Defined

  • Bachelor’s degree and/or 4+ years’ related experience
  • MCSE/CCNA or CCIE Certification or equivalent experience
  • 4 years’ experience in customer service or support center systems
  • 2 years’ small business consulting or technical service delivery
  • Strong understanding of technology and business productivity systems
  • Business technology consulting
  • Managing multiple accounts and systems at one time with high attention to detail
  • Business workflow and basic accounting practices
  • Client/Server application interaction
  • Excel and Word for the creation of client facing documentation and internal process management
  • Project management workflow, delegation of task and setting milestones
  • Face-to-face client communication at an executive level
  • PowerPoint slideshow creation for presentation of client facing materials
  • Microsoft Power BI for presentation of client data and reporting

Key Skills

  • Keen ability to problem solve
  • Ability to logically plan
  • Strong oral and written communication
  • Continual desire to learn, absorb, and apply new information and skills
  • Extraordinary focus on customer service
  • Innate ability to multi-task and stay organized
  • Exhibit a professional demeanor and strong interpersonal skills
  • Ability to interact in a variety of situations to include: customer service, orientations, training and networking
  • Ability to interact and communicate professionally with C-Level management

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