Job Title: Technical Account Manager
Reports To: Director, Client Services
FLSA Status: Exempt
Job Overview: Under the direction of the Sr. Technical Account Manager, the Technical Account Manager works directly as an advocate managing client relationships. The primary responsibility will be to maintain and build up the relationship between our business and our clients. A Technical Account Manager is expected to provide exceptional customer service as the escalation point for service concerns. You will act as a liaison between clients and our technical team, ensuring that clients’ requirements are being communicated effectively and that our team is delivering solutions that meet their needs. You will work with every other role in the company to build and deliver strategic goals. This role requires a strong blend of interpersonal skills, technical understanding, problem solving and salesmanship

QUALIFICATIONS

• Associate degree in computer science, information technology, or a related field.
• Professional certifications such as CCNA, MCSA, CompTIA Network+, or equivalent are advantageous.
• Over 3 years of experience in a technical account management or a comparable role.
• More than 1 year of experience in technical account documentation, writing, and client documentation.
• Experience working in a Managed Service Provider environment is desirable.
• Familiarity with using a PSA/ticketing system.
• Extensive knowledge of IT infrastructure, networking, security, and cloud computing.
• Exceptional communication and interpersonal skills, with the ability to convey technical information effectively to both technical and non-technical audiences.
• Demonstrated ability to build and maintain robust client relationships, superior customer service skills, and a proactive attitude.
• Strong problem-solving and analytical capabilities.
• Ability to manage multiple projects concurrently and prioritize workload efficiently.
• Proficiency in documenting work and maintaining accurate records.
• Solid understanding of IT infrastructure components, including principles of networking, security, and cloud computing.
• Resourcefulness and the ability to independently resolve issues.
• High attention to detail.
• Punctual, reliable, goal-oriented, and receptive to constructive feedback.
• Commitment to adhering to privacy regulations and considering privacy implications for clients.

Physical Requirements

• Hearing: Adequate for in-person and telephone duties.
• Speaking: Able to communicate clearly with clients.
• Vision: Visual acuity sufficient for reading printed sources and computer screens.

The above is intended to describe the general content and requirements for the performance for this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

ESSENTIAL FUNCTIONS

• Build and maintain strong relationships with clients to understand their business goals and technology requirements
• Conduct high-level meetings to discuss technology and service performance.
• Showcase Teal service value, including client financial details.
• Ability to communicate complex technical information to clients in a clear and concise manner
• Evaluate client performance by analyzing and interpreting data & metrics.
• Maintain relationships with clients, including occasional onsite visits.
• Utilize vCIO Toolbox solution to deliver strategic technology initiatives that incorporate hardware, software, projects and more.
• Participate in structured internal team meetings.
• Answer general questions from clients regarding services, vendors, products and solutions.
• Collaborate with the technical team to provide solutions that meet clients’ needs and expectations.
• Partner with Technical Account Engineers to provide reports to clients.
• Acts as the project manager for client onboarding and offboarding while working with assigned engineer.
• Coordination of service via phone and email using our PSA system.
• Develop and maintain client account information for use by internal technical staff.
• Ensure best practices by continuous study and research of evolving standards and controls.
• Share technical expertise and insights with team members, fostering a culture of continuous learning and growth.

ADDITIONAL RESPONSIBILITIES

• Support and adhere to the company’s core values.
• Meet the performance goals set by your direct supervisor.
• Maintain a professional appearance, demeanor, and team-oriented behavior; show mutual respect for management and team members; collaborate with others to ensure an exceptional experience for every client.
• Adhere to all policies and procedures, including standards for safety, attendance, punctuality, and personal appearance.
• Establish and maintain effective working relationships with colleagues, clients, vendors, and management.
• Document work processes as required.
• Perform other duties as assigned.