The Technical Account Manager acts as a primary interface with our key client relationships (‘strategic accounts’). Capable of forming considered, responsive & effective technical relationships with our customers at a stakeholder level, you'll enable our customers to gain maximum benefit from their partnership with Optimity by helping them gain a detailed understanding of their own technical environments.
Account reporting & relationship development:
Producing weekly client status reports detailing time used, tickets, monitoring reports and any incident reports.
Assist with design & process of incident management, request fulfilment and change management processes to increase client satisfaction.
Managing any escalated service issues with passion and urgency.
Act as a ‘strategic account’ stakeholder escalation point with CIO & Service Director.
Generate ‘strategic account’ metrics working with CIO & Service Director.
Continually look for areas of improvement and deliver these to the customers.
Consistent contact with ‘strategic accounts’ via telephone/video call/email. To keep our customers close and for us to be able to proactively react to their needs & obtain service desk feedback.
Quality control on all ‘strategic account’ customer service communication across all channels.
Chair & help run the monthly service reviews with ‘strategic accounts’ / alongside Service Director & CIO.
Maintain in-depth product knowledge of the service offerings of the company.
Attend first contact meetings with prospective customers to ensure service management processes are understood & presented.
Interact with new client on boarding and responsible for service desk acceptance testing.
Workflow & best practices development:
Assist the Procurement Officer with the quoting and purchasing platform and to help educate its use across the IT team.
Assist with management across the team to enforce a customer first mentality.
Consult & inform executive management with ‘strategic account’ management issues / feedback & opportunities.
This list is not exhaustive, and the tasks assigned might increase as per company’s needs.
5 years technical & commercial experience of MSP and/or ISP operational platforms eg, service agreements, service desk, time reporting, quoting & purchasing.
Experience creating and delivering technical presentations internally and externally, communicating to stakeholders but also outlining challenges and steps to resolution.
Feed-back on issues with current services and provide input around new / alternative solutions & platforms.
Be an ambassador for brand Optimity, striving to deliver service excellence across the range of Optimity IT services & solutions.
Ability to identify and present solutions to problems having a strong problem-solving mentality.
Teamwork oriented and strategically focused on customer service and quality.
Able to adapt to an ever-changing environment while being able to remain focused and not lose sight of strategic goals.
A high level of work independence is necessary while being able to be supportive and provide direction based on company initiative.
Have a track of understanding client business goals and commercial knowledge.
Strong verbal and written communication and IT fluency.
In-depth knowledge of the industry and its current events and technological developments.
The ability to handle pressure and meet deadlines.
Skill in prioritising and triaging obligations.