Account Manager

• Proactively identify and engage current and potential clients utilizing various sales methods including email, trade shows, and social media.
• Gain a clear understanding of clients' overall business and IT strategies; effectively communicate to RFA design team to develop solution-based roadmaps addressing client needs.
• Develop client-specific strategies to identify and address client’s needs, while staying abreast of new opportunities to align client’s future requirements with RFA’s product set.
• Liaison with all relevant business units to secure resources required to complete task/s on time and on budget; work with marketing initiatives by providing relevant client feedback.
• Plan and lead presentations, effectively demonstrating RFA’s ability to provide value-added solutions-based strategies; clearly articulate RFA’s ability to resolve client issues; demonstrate positive ROI of investment/s when necessary.
• Collaborate across departmental lines to promote outstanding client service.
• Negotiate contractual terms and conditions including price, payment terms and deliverables.
• Maintain client database entering all relevant information on a daily basis including new sales opportunities; maintain competitor profiles.
• Able to work under pressure and meet deadlines (willingness to work extra hours when needed).
• Be the point of contact when handling escalation requests.
• Attend network and client event functions during and after business hours.

Client Relationship Manager

Field Engineer

• Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.
• Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
• Assist with endpoint management, mobile device management (MDM), and device compliance monitoring.
• Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.
• Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.
• Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation.
• Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management.
• Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications.
• Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals.
• Participate in after-hours support, escalation rotations, and major incident response activities as required.
• All other responsibilities delegated by the Management team.
• May be asked to provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.

Client Relationship Manager

Service Desk Engineer

Client Relationship Manager