TO APPLY: Only applications emailing DT will be considered. Email resume with subject Technical Account Manager to enter hiring process.
GENERAL DESCRIPTION
The Technical Account Manager is in charge of managing the relationship with small and medium customers and the primary responsibility is to ensure the customer's satisfaction. The success of this role will be measured by the annual renewal rate and appropriate upsell to customers, and their overall satisfaction. This is NOT a sales role. As a Technical Account Manager, you should be a tech-savvy professional, able to explain technical details and requirements to a non-technical audience. You should also be results-driven and aspire to achieve specific goals.
DUTIES AND KEY RESPONSIBILITIES
Identify ways to improve our clients' systems and infrastructure.
Will work together with the Service Desk Manager to handle escalation of individual support issues.
Will connect on a regular basis with our existing customers and perform technical account check-ins.
Will be responsible for gathering customer feedback, details, and use cases and delivering it to the Director of Operations/CEO as data points to drive product and company direction.
Responsible for reviewing client agreement vs quantities of services resold quarterly.
Provide technical, product and business knowledge to support accounts and strengthen customer relationships.
Address all product-related queries on time.
Coordinate training of customers to use products effectively.
Report on technical support and initiatives on regular basis to customers and Director of Operations/CEO.
Identify solutions to reduce support costs.
Analyze customers’ needs and suggest upgrades or additional features to meet their requirements.
Help to establish best practices.
Keep track of performance metrics.
Help to develop technical roadmaps aligned with client objectives.
Maintain regular communication with clients throughout their lifecycle ensuring a strong working relationship.
Identify any challenges that may arise and work proactively to resolve them in a timely and effective manner.
Advocate new product features to clients, as well as provide guidance and support on how to best utilize the existing product features to ensure that clients receive a high level of service and support.
Act as a Liaison between our clients and our dedicated team, ensuring their needs are met promptly and professionally.
Respond promptly to client requests, including support, scopes, and product information.
Provide valuable reporting on capacity usage, and other key performance indicators to internal management and clients (if applicable).
Identify where service levels are not being met and prepare remediation recommendations to relevant DeepTech leadership team.
Collaborate closely with our Service Desk and Project Management teams to generate quotes that align with our approved technology solutions and effectively address client needs.
Perform other duties as required and assigned.
QUALIFICATIONS:
Demonstrate ability to take ownership and accountability. Self-starter with high level of accountability and the ability to thrive in ambiguous, open-ended challenges.
Proven work experience as a Technical Account Manager, specifically, experience in managing client relationships.
At least 3-4 years of prior client facing experience.
Must have a technical background, with previous 4 years of experience in a technical or sales role.
Must have technical knowledge of security, server administration, cloud computing, Mac and Windows environments, and other technologies.
Strong communication (written and verbal), analytical, problem solving and computer skills.
You must have a strong work ethic and a can-do attitude.
An ability to grasp customers’ needs and suggest timely solutions.
Strong analytical and problem-solving skills.
Ability to create, modify and analyze reports for leadership.
The successful candidate is a resourceful self-starter who is comfortable working independently as well as collaboratively in a small, fast paced environment.
Ability to work well in a team environment.
Have strong organizational skills and the ability to manage multiple customers and projects at once.
BS degree in Computer Science or relevant field preferred but not required.
WHAT WE OFFER
+ Benefits: Cell Phone reimbursement, commuter benefit program, employee referral, EAP, 9 holidays, PTO & Sick time. Medical, Dental, Vision, Life, AD&D Insurance.
+ Continuing Education: In addition to having annual goals to pursue your higher education, we provide a standard and a specialized training path for each employee.
+ Office environment: Be part of a team that celebrates anniversaries, has ping pong games, monthly employee appreciation prizes and a workplace with humor, levity and occasionally a dog running around.
+ The ability to work with autonomy while being supported by a team and coached by an encouraging management team.
WHO WE ARE:
DeepTech Inc. has been a mainstay in the world of NYC MSP’s for over 20 years. Built from the ground up with long-lasting client relationships.
Check us out!
https://deeptechinc.com/
https://www.instagram.com/deeptechnyc/
DeepTech is committed to being an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.
