Technical Account Manager
Planet Technologies
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $110,000 - $190,000 per year
Job Level
Mid-LevelSenior
Tech Stack
PMP
About the role
- 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
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