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Position Summary:
The Technical Account Manager Role at Data-Tech is flexible within its framework. While the primary goal is to manage and assist our existing client base you will have the opportunity to grow that client base assigned. You will also be assigned New Clients as they are onboarded by the Project Team. As the Technical Account Manager for our clients, you will take on the appropriate role for that client and you will be expected to represent the client in their best technical and financial interest in all situations. Smaller clients will need you to be the IT Consultant. Mid-Range clients will require you to be their IT professional and take on a more proactive role as their IT Manager. Our larger clients will require CTO C-Level Services, such as Compliance Management, Security Services, Future Proofing, or Internal Security Audit Controls.
Essential Duties and Responsibilities:
Account Management
Monitor multiple processing environments simultaneously using Customer Relationship Management (CRM) software and various management and monitoring tools.
Introduction and Meeting Requests to review current Account
Review Quarterly Technology Roadmaps
Support pre- and post-production customer support requirements as implemented.
Build Customer Technology Stack and Renewable MSP Agreements.
Manage customer expectations by ensuring clients’ support tickets are resolved in a fast and professional manner and comply with agreed Service Level Agreements (SLAs).
Practice proper phone etiquette and receive, route, and coordinate conference calls between customers and various internal resources and specialists.
Continue to manage Client and Farm accounts
Use Detailed Kaseya Machine State Report and Visual documentation of aged hardware
Update and Organize All Client Profile Information
Review VMS reports for remediation and request Remediation through Service team
Continually Monitor Scorpion Interactive requests
SI status and workorder status for timely completion and follow up as needed
Manage Monthly Re-occurring Invoicing Add/Changes (Send Request to Billing)
Manage Annual Subscriptions (Software Licenses, Hardware Support, Warranties) Renewals Coordinator
Reduce costly oversights and miscommunication
(Service Requests, New Projects, Remediation Completion)
Increase Profitability of Client
Increase Value to Data-Tech
Networking and Prospecting
Research prospective and assigned accounts, pursue assigned leads, and remain engaged with clients.
Research prospective accounts in target markets, pursue client requests and follow through.
Understand the target markets, including industry, company, project, company contacts, and Market strategies that can be used to assist clients with Technology decisions.
Project Management
Identify, track, account for, and properly maintain usage records and properly store all project related data.
Perform necessary client site visits throughout the project phases to ensure deliverable timelines are being met and clients are satisfied.
Create, propose, and articulate Technology Roadmaps detailing project phases and timelines to set realistic expectations for the client.
Receive handoff from Project Manager
Review Completed Project notes and existing technology roadmap items
Request introduction meeting and Completed Project review with Client
Identify open items and new Roadmap items
Deliver Specific TAM onboarding New Customer Binder for review
Create Statement of Work to address roadmap items
Create Proposals/Quotes for time and materials
Knowledge Transfer meeting with Service and Project Team
Client Discovery Collection
Coordinate with Purchasing and service team to schedule in House prep and Delivery ETA
Communicate with Client for Scheduling of Onboarding, Delivery, Installation and Remediation
Follow up with Client and review Project to Completion and approval.
Trusted Advisor
Serve as our clients’ Trusted Technology Advisor as it pertains to Data Security, Compliance Management, and Physical Technology.
Build and maintain strong, positive working relationships with clients while managing client portfolio.
Assist customers in the use of Support Access.
Prepare and provide training materials and informative presentations for clients.
Maintain communication throughout the course of each project and provide consistent updates to clients, while answering questions and assisting the client as needed.
Increase Client Satisfaction
Increase Client Perception of our Value
Verify Client has instructions and setup for Support Portal
Training Clients on SLA and Support Requests
Collaborate with Technical Engineers and sales teams to ensure preferred solution is proposed and requirements are met.
Possess a strong understanding of our products, our competition in the industry, and positioning
IT Budget Planning
Security Review (Network Assessments)
Provide Quotes for replacement Hardware and Project Labor
Assist in timely remediation of any current issues
Upgrade or add new hardware to resolve issues
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Extensive knowledge of current security technologies, physical hardware platforms, and Compliance-as-a-Service.
Ability to build positive and collaborative relationships with clients and colleagues.
Must have a strong customer orientation and be passionate about creating ‘raving fans’ from every client interaction.
Must maintain a thorough and up-to-date knowledge of all company products and services, our competition in the industry, and our positioning and branding.
Must be open-minded and willing to learn and develop professionally.
Must remain calm and focused when working under pressure.
Must be able to prioritize multiple competing objectives and client needs appropriately based on a comprehensive evaluation of multiple competing objectives.
Strong leadership, coaching, organizational skills, and attention-to-detail.
Excellent written and verbal communication skills at all organizational levels and an ability to present technical ideas to non-technical individuals clearly and effectively.
Firm understanding of the Continuous Improvement function within ITIL (IT Service Management).
Must possess a logical approach to problem solving and the structured introduction of change into operational systems.
Strong public speaking and presentation skills with an ability to communicate, present, and influence credibly and effectively at all levels of an organization, including executive and C-level experience in delivering results-focused presentations and establishing customers’ trust.
Ability to improve productivity and efficiency by enhancing processes and procedures.
Experience with online marketing tools, SalesForce, and other Sales and Marketing technologies.
Must be self-motivated and take initiative to drive results.
Preferred Qualifications and Experience:
2+ years in an account management or client services role
Associate degree in a related field OR a credible cybersecurity certification and 2+ years of experience in IT support or similar role
Must possess and maintain a Florida Driver’s License and a clean driving record (required)
Must be able to pass a 7-year background check (required)
ITIL V3 Foundations certification
Physical Requirements and Working Conditions:
Must possess the mobility to work in a standard office setting (on site or off), and to use standard office equipment, including a computer, concentration to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 50 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and/ or over the telephone. Must be able to sit/stand for extended periods of time. Must be able to drive a motorized vehicle.
Employee Benefits:
At Data-Tech, we take immense pride in our employees and recognize the value that you bring to the company. Therefore, we aim to provide the best compensation and benefits possible to fulfill your needs and expectations and to help you maintain a comfortable work-life balance. As a full-time employee here at Data-Tech, you will be eligible for the following benefits and perks (waiting periods may apply):
Paid Time Off
401K Contribution Plan (we match 100% up to 4% of an employee’s annual salary)
Individual and Dependent Medical Insurance
Individual and Family Dental Insurance
Individual and Family Vision Insurance
Life Insurance (100% employer paid)
BalanceCare (24/7 Confidential Healthcare Services)
Paychex Flex (Access and edit direct deposit info, pay stubs, health & benefits anytime, anywhere)
BalanceWorks (Integrated EAP, Work/Life, Fitness Rewards and Wellness Program)
Flexible Spending Account
Employee Recognition Program
Professional Development Program and Employer Sponsored Training/Certifications
Employer Sponsored Lunches and Events
Casual Fridays (Wear jeans to work every Friday!)
If you believe you meet the above qualifications and are interested in joining an organization that supports its employees and is committed to helping them reach their full potential, we encourage you to apply now
Data Tech is an Equal Opportunity Employer. We do not discriminate on the basis of race/color/religion/sex/national origin/veteran status/disability/age/sexual orientation/gender identity/marital status or any other characteristic protected by law.
