ISG Technology LLC · 2 months ago
Technical Account Manager I
Wichita,KS,US
Full-time
Onsite
Mid Level
4+ years expISG Technology LLC is a recognized leader in IT services, helping clients drive business growth through effective management of their IT infrastructure. The Technical Account Manager I will be responsible for client account leadership, ensuring service delivery and customer satisfaction while acting as the primary contact for clients.
Information TechnologyIT InfrastructureSoftware
Responsibilities
Client Relationship
Recurring Financial Metric for Assigned Account(s)
Continuous Improvement
Maximize Service Offerings Provided to All Clients Through Providing Recommendations to Team
Service Delivery and CSAT for Assigned Account(s)
Supporting Account Executive to ensure client reviews are performed as required contractually and per governance model. Includes all operational and strategic client meetings. Monthly and Quarterly Business Reviews and ownership of all content related to services, operations, strategic technology recommendations and support presentation to client
Partnering with Solutions Architects to build and maintain assigned client technical roadmaps
Actively participating in monitoring of assigned client’s technical projects with the Project Manager and technical team to ensure service delivery standards
Leveraging business and technical knowledge and expertise to drive business process improvements
Recognizing areas for internal improvement and work with teams to develop plans for implementation
Perform various administrative tasks as needed, including logistics for meetings and workshops, room bookings, catering, and visitor registration
Provide regular updates of the progress and status of specific projects and MSP activities
Interact closely with finance team to analyze ongoing financial reporting / charging and maximizing profitability for account(s)
Coordinate meetings with customers, internal and cross-functional teams. Generate meeting materials and produce post-meeting deliverables
Effectively work with teams to identify / mitigate delivery risks and participate in the creation of risk mitigation plans
Collaborate across all business units to control resource requests while aligning to budgets and project plans
Assure all onboarding activities, quality, and signoff on go-live as required for account(s)
Manage day-to-day execution of project workstreams. Assist with the planning, tracking, documentation, and status updates for the project. Facilitate the definition of project scope, goals, and deliverables for specific projects, as assigned
Maintain a full understanding of each Managed Services solution including technical design, financial modeling, and contractual terms and conditions for each client
Use a variety of delivery management tools to manage progress, reviews, retrospectives, resource capacity, and level of effort
Interact with leadership from delivery organization(s) supporting accounts to ensure proper delivery quality and services based on scope of services agreement
Ensure proper change management review and approval for any client related changes across services
Interact day to day with clients and act as focal point for client owned activities and deliverables related to any services provided
Exercise solid leadership skills combined with strong business acumen, excellent communication skills, and in-depth analytical capabilities
Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings
Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information
Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations
Deliver business, operational, and technical service presentations to audiences of 20-150 individuals
Lead people and get results through others in a positive and inspiring manner
Organize and manage multiple priorities
Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values
Follow company policies and procedures and complete other duties as assigned
Include appropriate people in decision-making process
Maintain confidentiality; keep emotions under control; listen well
Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions
Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks
Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments
Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events
Manage and follow through on multiple tasks, items and communications in a timely manner
Qualification
Required
Bachelor's Degree or equivalent experience required
Experience in Technical Operations function, including solid experience dealing with customers, and internal teams, typically gained over 4-6 years required
Minimum 2 years' experience in an external or internal customer service delivery position
Have a working knowledge of Microsoft Office Suite (Word, Excel and Outlook)
Hold and maintain a valid driver's license; driving record must meet the criteria of ISG's insurance carrier for acceptance of coverage
Preferred
Experience working for an established managed or cloud services provider (MSP/CSP)
Have a working knowledge of ConnectWise (or ITSM tooling as required), InfoSight, Auvik and CW RMM outputs, or related technologies
Have a working knowledge of multiple MSP Cloud based administration and licensing portals; Microsoft, Auvik, CW RMM, Barracuda, Webroot, FortiEDR, Knowbe4, and others
Company
ISG Technology LLC
ISG Technology empowers organizations to realize their full business potential with best-in-class technology solutions that enable the digital transformation needed to stay competitive in today's economy.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Ben Foster
President & CEO
Company data provided by crunchbase