Onni Group of Companies

Technical Account Manager

• Act as the primary post-sale contact for technical performance, adoption, and satisfaction.
• Lead Quarterly Business Reviews (QBRs) with data-driven insights (uptime, incident response, asset trends).
• Translate technical metrics into business value and executive summaries.
• Build and maintain trusted relationships with client stakeholders, from IT admins to executive sponsors.
• Identify renewal risks early and collaborate with our current partners to reinforce confidence.
• Oversee the health, performance, and compliance of assigned client environments (MSP, CCTV, Wi-Fi, ULC, etc.).
• Partner with NOC, SOC, and Pro Services to resolve escalations and prevent reoccurrence through root-cause analysis.
• Maintain detailed system documentation and service maps for every managed client.
• Recommend and scope technical upgrades, migrations, or optimizations.
• Validate that implemented solutions adhere to design standards and SLAs.
• Own the technical lifecycle: onboarding → operations → review → renewal → expansion.
• Align client infrastructure with GreyOwl’s latest service capabilities and security frameworks.
• Identify opportunities for efficiency gains or additional services (backup, AI monitoring, failover, cybersecurity bundles).
• Coordinate internal kickoffs and cross-department collaboration for smooth project transitions.
• Work alongside Sales Engineers and Sales Managers to ensure pre-sale promises align with post-sale delivery.
• Support Biz Dev with technical input during discovery or proposal validation for key clients.
• Participate in Deal Desk reviews to confirm technical feasibility and accurate scope.
• Contribute to documentation standards, SOPs, and playbooks that improve handoffs between departments.

Sales Engineer

• Partner with BDMs during discovery to validate client requirements and design technical solutions
• Translate business challenges into detailed architecture diagrams, configuration notes, and solution blueprints
• Participate in discovery calls and site walks to assess infrastructure, camera layouts, or IT environments
• Develop scope documents, design sketches, and integration plans for proposals (CCTV, AI Analytics, Wi-Fi, ULC, MSP)
• Verify all proposed solutions meet performance, security, and compliance standards (e.g., ULC, data protection, network uptime)
• Ensure all designs can be supported by our internal teams (Pro Services, Centralized, SOC/NOC)
• Collaborate with BDMs to ensure proposals are technically feasible and align with margin targets
• Provide accurate equipment counts, labor estimates, and implementation timelines
• Review all proposal documents for technical accuracy before submission to clients
• Support the creation of solution bundles (e.g., MSP + CCTV + Wi-Fi) to drive strategic upsells and multi-service adoption
• Attend high-value client meetings to explain solution architecture and technical benefits
• Translate technical features into business outcomes — from “faster failover” to “zero downtime operations”
• Conduct demonstrations of AI analytics, monitoring dashboards, or Wi-Fi platforms when needed
• Lead internal “Pre-Sale to Delivery” kickoff meetings to align teams on requirements
• Document every solution and configuration clearly for project deployment and ongoing account management
• Participate in project post-mortems to identify improvements for future proposals