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Shift Type: Full-time
Job Title: Technical Account Manager
Education: High School
Location: Bedford - Bedford, MA 01730 US (Primary)
Category: Managed Services
Salary Grade: Not specified
Date Needed By: Not specified
Travel: Not specified
Job Description
ConRes is one of the nation’s most established and reliable sources for IT solutions. Since 1962, we have supplied best-of-breed technical solutions and services to customers in a global capacity.
As a solutions provider, ConRes pairs the selling of hardware and software with services. We operate across five main pillars: Hybrid Cloud, Workplace, Security, AI, and Optimization Services. We act as the bridge between best-of-breed OEMs, making their solutions easier to plan, implement, and support.
The Technical Account Manager (TAM) oversees and addresses our customers’ technical needs before and after the point of sale, ensuring customer satisfaction. Focusing on Managed Services customers, where we provide continuous support, the TAM aligns with Professional Services, Project Management, and sales to engage the customer in cross-functional opportunities, ensuring expectations and deliverables are met while maintaining the highest quality of service.
As a TAM, you should be a tech-savvy professional, able to explain technical details and requirements to both technical and non-technical audiences. You should also be results-driven and aspire to achieve specific goals.
The TAM is responsible for onboarding new managed services customers, forming the basis for the relationship with these customers throughout their services engagements. In this role, you should be detail-oriented, task-driven, and work well on a team to align necessary internal and external roles and actions to ensure timely delivery of quality service.
Ultimately, you should be able to provide technical, product, and business knowledge to foster long-lasting relationships and growth within customer accounts.
Responsibilities
* Create an overall customer experience strategy that accelerates, improves, and tracks the business outcomes desired.
* Provide requirements and solution feedback to internal stakeholders to positively influence the long-term service portfolio and capabilities.
* Forge strategic relationships with field sales, including educating the field sales team on how renewal events can influence net new sales for the company.
* Serve as the Project Manager for customer projects related to their managed services contracts, including customer onboarding and technical audit remediation.
* Compile and review monthly reports with our customers to provide visibility into their environments, show the value of our services, and identify opportunities for service improvement and expansion.
* Ensure customers maximize the value they receive from our solutions and service offerings.
* Ensure customers are aligned with the terms and conditions of their Services agreements throughout the implementation and delivery of services.
* Measure, report on, and improve metrics related to customer success (e.g., SLAs, customer retention, change management statistics).
* Develop and execute program and project communications templates and tools.
* Develop a continual service improvement framework that includes meeting with customers, identifying opportunities for improvement, and working with the team to implement improvements.
* Successfully implement Continuous Process Improvement Programs to improve delivery operations and customer service metrics.
* Coordinate technical support for customers to support pre-sales and post-sales processes.
* Educate customers to engage ConRes effectively and through established rules of engagement.
* Provide Sales with customer feedback to help identify potential upsell opportunities.
* Work with OEM and 3rd party support providers to resolve service-related issues.
* Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations.
* Ability to work independently and proactively identify and resolve issues without direct instructions.
* Act as an escalation point during both business and non-business hours, as required.
* Perform other tasks as assigned by management.
Qualifications
Education and Training
* BS degree in Computer Science, Engineering, or relevant field.
* Relevant mid-level certifications strongly preferred:
o ITIL v4 Foundation
o PMP, Project+, or relevant project certification
Experience
* Proven work experience as a Technical Account Manager or similar role.
* Solid technical background with experience in a customer-facing role.
* Familiarity with project management and customer onboarding procedures.
* 3-10 years in a technical field.
* Experience providing customer support.
* Experience in a 24x7x365 Managed Services or SaaS organization preferred.
* Experience using ITSM.
Skills
* Strong professional documentation skills and willingness to create professionally documented deliverables for customers.
* Strong understanding of the strategic sales process.
* Strong organizational skills with an ability to manage competing client demands.
* An ability to grasp customers’ needs and suggest timely solutions.
* Excellent verbal and written communication skills.
At ConRes, our responsibilities to our employees are paramount. I'm particularly proud of our continuing commitment to employee training and professional development.
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