Technical Account Manager
Greenville, SC
Full Time
PTG - Greenville, SC
Experienced
ROLE PURPOSE:
The goal and role of the Account Manager (“AM”) is to build a strategic relationship with assigned clients, starting with client onboarding. The AM accomplishes this by being a regular client touchpoint and advocate responsible for proactively building decision-maker relationships with their respective clients. The focus is on the following goals:
The goal and role of the Account Manager (“AM”) is to build a strategic relationship with assigned clients, starting with client onboarding. The AM accomplishes this by being a regular client touchpoint and advocate responsible for proactively building decision-maker relationships with their respective clients. The focus is on the following goals:
- Retain Clients: Retain clients where the relationship continues to be mutually beneficial. This includes advocating for our clients to ensure their projects are delivered on time, and the AM works consistently to help clients achieve their goals.
- Proactively Manage Key Relationships: The AM takes the initiative to reach out to key decision makers, maintaining solid relationships and helping to resolve escalated issues or complaints.
- Strategic Advisory Role: As business changes, so will a client’s needs. The Account Manager serves as a strategic advisor, staying informed about each client's business and recommending solutions that continue to help their company succeed.
- Serve as the Client’s Advocate: you are the go-between sometimes between the client and the technical teams. Building solid internal relationships and effective communication skills are essential to achieve the first three bullets consistently. The Account Manager is responsible for timely responses to quote requests and monitoring client orders.
- Serve as the client’s point person for assigned accounts by working jointly with the Outside Sales rep on new client hand-offs and managing service project requests.
- Proactively work to develop strong relationships with the key client decision-makers.
- Gather client feedback and provide it to internal departments to enhance the quality of service, as well as recommendations for adding products or services.
- Ensure clients’ needs and requests are satisfied on a timely basis.
- Prepare for client discussions by understanding a client’s business, key decision makers, and current product or solution gaps before conducting unique touches or a formal business review.
- Conduct business review sequences based on defined account segments to evaluate clients’ business needs. The AM should translate those needs into solutions supporting the client’s business goals and objectives.
- Oversee the development of project and product quotes, pricing, and availability by working with internal teams to provide complete information to provide the client with an accurate and timely estimate or quote.
- Promptly respond to calls and emails from clients, including answering questions, problem-solving, and resolving issues or escalation with proper company resources.
- Inform management of client retention risk through the CODE RED program. This includes developing a client cure plan in conjunction with the services team.
- Accurate and timely submission of internal reports and required paperwork to management as directed.
- When appropriate, as you identify “raving fans,” work to get referrals through the referral program and identify TCP case studies for our marketing team.
- Attending weekly meetings and training as defined by the manager.
- Must desire to succeed and have a competitive, can-do spirit.
- Exemplary high standards of client service, honesty, integrity, and endeavor.
- Ability to use initiative in identifying, addressing, and resolving day-to-day issues and challenges.
- Ability to communicate with peers and management clearly and promptly.
- Ability to work in a broadly defined team, leveraging resources from across the company, including Services, Sales, Engineering, and Client Support.
- two years of experience in a client relation, account management, or client success role preferred.
- Experience in selling or supporting technology to clients in a business environment preferred.
- The innate ability to look beyond what’s on the surface of any client issue and articulate that need or problem to management and other support teams.
- Proven ability to effectively manage client relationships and be a team player.
- Able to quickly develop an understanding of financial solutions and knowledge to effectively communicate appropriate strategies and solutions to current clients to help them solve business issues.
- Acquire a baseline knowledge of the product catalog, not as a technical expert, but to assist customers with their technology roadmap. You will be answering questions and consulting clients.
- Additional Requirements for a Technical AM at Metro:
- Technical Proficiency: A deep understanding of the Microsoft cloud services, architecture, and the technical environment.
- Product Knowledge: Familiarity with a traditional CSP’s offerings, including software, and experience with similar CSP services is to provide accurate and timely solutions to customers. These include: (need list)
- Security Solutions: experience with security technologies relevant to the CSP’s service offerings
- Certifications: MS 900, AZ 900, and MS Security are considered but not required. Will be required w/in the first six months of employment.
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