Technical Account Manager

Bachelor's Degree • 6 days ago
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Salary
≈ $119k – $199k per year (Estimated)
Location
Remote (United States)
Seniority
Senior · 5+ years exp
Employment
Full-Time
Overview
Company
Impact
Profile match

Planet Technologies, the Nation’s leading Microsoft services provider to the public sector, is looking for a highly motivated individual to join our growing team as Technical Account Manager

. In this role, you will be supporting impactful projects that make a difference for our country.

As a member of the Managed Services team this position is focused on providing customers with a voice, support, guidance, and resources to facilitate customer business objectives and success utilizing Planet’s managed services offerings. This role will work to ensure that Planet’s Advantage Services are delivered, and maintained in a way that meets the needs and expectations of our clients in a large organization and has managed a team of engineers.

Responsibilities

  • Manage, support and service assigned set of accounts with focus on customer retention providing daily customer support interactions with the Managed Services Engineers and Consultants
  • Service Delivery to manage the delivery of IT services to clients, ensuring that service levels are met or exceeded, and that any issues are resolved in a timely and effective management.
  • Identify ways to increase customer satisfaction and increase value-add for customers.
  • Identify customer service opportunities and manage and direct the work of the customer’s technical resources.
  • Serve as a stable escalation and contact point for support requests and escalations on behalf of our customers. “First” escalation point on from Engineers should be the Customer Service Managers.
  • Coordinates with other Managing Architects and Technical resources at Planet when a technical escalation is needed beyond the Managed Services Team.
  • Coordinate internally with Account Executives to ensure they are looped into any issues or potential additional work opportunities of their clients.
  • Coordinate with the managed services Managing Architect for technical resources assignment and allocation.
  • Responds to customer technical issues and drives resolution.
  • Manage annual renewals providing customer with both quantitative and qualitative proof of value, add-on sales, and service opportunities with the ability to provide insight into other managed services offerings provided by Planet
  • Produces monthly internal and customer reports to ensure that managed services customers are accurately invoiced.
  • Manage hourly ad hoc (OLC) contract work as project manager according to project management methodologies published by Planet’s PMO
  • Management of Microsoft FastTrack engagements

    • Qualifications

  • Five (5) years of experience with IT customer account management, IT managed services, or IT project management preferably in a Managed Services organization
  • Previous experience effectively working in large remotely based teams and managing multiple complex projects simultaneously
  • The ability to assimilate information quickly, think on your feet and manage multiple priorities effectively
  • Exceptional skills with managing customer expectations and the experience providing "trusted advisor" level service
  • Experience with CRM and helpdesk systems as well as knowledge of Microsoft tools and systems is a plus
  • Ability to identify when and how to escalate issues effectively
  • Technical Abilities include the ability to read and understand complex business requirements.
  • Awareness of current development trends and demonstration of continuous learning.
  • Bachelor’s degree and PMP certifiation preferred.
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