Manage, support and service assigned set of accounts with focus on customer retention providing daily customer support interactions with the Managed Services Engineers and Consultants
Service Delivery to manage the delivery of IT services to clients, ensuring that service levels are met or exceeded, and that any issues are resolved in a timely and effective management.
Identify ways to increase customer satisfaction and increase value-add for customers.
Identify customer service opportunities and manage and direct the work of the customer’s technical resources.
Serve as a stable escalation and contact point for support requests and escalations on behalf of our customers.
Coordinates with other Managing Architects and Technical resources at Planet when a technical escalation is needed beyond the Managed Services Team.
Coordinate internally with Account Executives to ensure they are looped into any issues or potential additional work opportunities of their clients.
Coordinate with the managed services Managing Architect for technical resources assignment and allocation.
Responds to customer technical issues and drives resolution.
Manage annual renewals providing customer with both quantitative and qualitative proof of value, add-on sales, and service opportunities with the ability to provide insight into other managed services offerings provided by Planet
Produces monthly internal and customer reports to ensure that managed services customers are accurately invoiced.
Manage hourly ad hoc (OLC) contract work as project manager according to project management methodologies published by Planet’s PMO
Management of Microsoft FastTrack engagements

Requirements

Five (5) years of experience with IT customer account management, IT managed services, or IT project management preferably in a Managed Services organization
Previous experience effectively working in large remotely based teams and managing multiple complex projects simultaneously
The ability to assimilate information quickly, think on your feet and manage multiple priorities effectively
Exceptional skills with managing customer expectations and the experience providing "trusted advisor" level service
Experience with CRM and helpdesk systems as well as knowledge of Microsoft tools and systems is a plus
Ability to identify when and how to escalate issues effectively
Technical Abilities include the ability to read and understand complex business requirements.
Awareness of current development trends and demonstration of continuous learning.
Bachelor’s degree and PMP certification preferred.

Benefits

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT customer account managementIT managed servicesIT project managementproject management methodologiestechnical issue resolutioncustomer service managementservice delivery managementcustomer satisfaction improvementreport productioncontract management

Soft Skills

customer expectation managementtrusted advisor serviceinformation assimilationmulti-priority managementeffective communicationteam collaborationproblem-solvingescalation managementleadershiporganizational skills

Certifications

PMP certificationBachelor's degree