Our client is an established solutions provider who supports small to medium businesses both locally and nationally. Their continued success has been through their commitment to deliver the highest level of customer service to all their clients. They are now seeking a Technical Client Manager to add to their existing dynamic team.
Job Role
The key element of this role is to look after our clients and maintain stable/strong relationships. An important aspect will be to consultatively sell; offering what the client needs rather than what a salesperson thinks will yield the best commission. This approach builds great trust with our customers and fosters lifetime relationships. As such, this role is not commission-led; the remuneration package will be a base salary.
This role will involve getting close to our clients and understanding their business, as well as how IT can facilitate their operations, growth, and security.
The Technical Client Manager will report to the Operations Manager and will be responsible for the following key areas:
1. Maintain an understanding of our customers' business growth plans and a high-level overview of their operations.
2. Develop and maintain an understanding of what services our clients are using and which services they could benefit from.
3. Provide advocacy and strategic technical support to our clients, helping them translate business requirements into appropriate technical solutions.
4. Present and explain ROI on proposed IT solutions, highlighting benefits and how they align with business goals.
5. Identify IT challenges that customers are facing and develop IT strategies around these, including business growth.
6. After creating, maintain a high-level stakeholder tracking resource with notes about strategy, customer business overview, and performance feedback.
7. Review current service delivery performance and provide feedback to the Service Desk Manager/Ops Manager.
8. Review contracts with customers and explain support hours usage.
9. Review contract agreements, performance, and renew support contracts with customers.
10. Conduct tailored customer reviews, providing detailed information to those that need it and an overview to those that don't.
Personal Skills/Qualities
1. Excellent technical acumen with a broad but detailed knowledge in Storage, Network Architecture, Virtualisation Technologies, Cloud-based provisioning, and Security Principles.
2. Strong Microsoft background encompassing Windows Server, AD, Exchange, and O365.
3. Commercially aware.
4. Knowledge of business functions and an understanding of how IT plays a role within those functions.
5. Values great customer service.
6. Excellent time management.
7. Ability to interact with business owners and high-ranking employees in both technical and non-technical capacities.
8. An avid documenter, detailing customer information.
9. Willingness to challenge both internal team members and clients.
10. Analytical approach to data and statistics.
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