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    Technology Success Manager - Houston, United States - Avatar Managed Services

    Avatar Managed Services
    Avatar Managed Services Houston, United States

    2 weeks ago

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    Description
    Job Description

    Job Description


    Job Title:
    Technology Success Manager (TSM)

    Job Status:
    Full-time

    Department/Group:
    Managed Services Group

    Employee Type:
    Exempt

    Reports to:
    Director of Client Services

    Travel Required:
    50%

    Work schedule:
    8am-5pm Monday thru Friday
    Off business hours required

    Positions Supervised:
    None

    Job Description
    Position Summary

    As a Technology Success Manager (TSM) in the IT Managed Services industry, you will play a crucial role in ensuring the success and satisfaction of our clients by effectively managing their technology needs and aligning our services with their business objectives.

    Mission

    To be an evangelist for Standards and Alignment inside of Avatar and to our customers and develop a technical relationship with our clients based on the value they see in our superpower process.

    How Success Is Measured
    RHEM and TEM (reducing at your clients)
    Alignment Questions Answered
    Proactive Utilisation
    Sales of technology and managed services solutions

    Roles and Responsibilities
    Promote and represent the corporate culture and core values in all aspects of your job duties. As a Team Leader you should encourage and foster this behavior in your team.

    The Avatar Advantage
    Perform regular technical analysis against The Standard and prepare reports on misalignments for the vCIO
    Analyse where technology issues are coming from and work with the Avatar team to identify solutions
    Reducing TEM and RHEM at each customer managed
    Measuring performance of services through KPIs and ability to drive continual service improvement

    Proactive Services
    Regular manual maintenance to prevent issues
    Verify tools are implemented and working
    Documentation of all aspects of a customer's system
    Review recent changes to ensure they were conducted and documented correctly

    Client Relationship
    Owns technical relationship with the customer through Point of Contact and users
    Intimate knowledge of customers technology

    Projects and Professional Services
    Perform small, simple upgrades and installations. Complex changes are handles by Professional Services


    Strategic Planning and Consultation:
    Work closely with clients to develop technology roadmaps aligned with their business objectives and growth plans.
    Provide strategic guidance and recommendations on technology investments, upgrades, and migrations to enhance efficiency and competitiveness.
    Stay informed about industry trends, emerging technologies, and best practices to offer proactive advice and solutions to clients.
    Needs To Be Good At
    Understanding how technology can help users and businesses to succeed.
    Communicating with staff members at all levels about their job roles and use of technology
    Showing up in a professional way – looking professional and intelligent, acting in a professional way
    Working independently, managing time and priorities
    Communicating technical misalignments to the person in the vCIO role
    Developing business acumen so they can understand the customers business as well as the technology

    Qualification and Education Requirements

    Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

    Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.

    Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.

    Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

    Analytical Skills - Ability to use thinking and reasoning to solve a problem.

    Skills & Abilities

    Experience :
    Proven experience (X years) in a client-facing role within the IT managed services industry
    preferably in a technology consulting or account management capacity.

    Computer Skills :
    Extensive proficiency with information technology regarding both hardware and software.

    Certifications :
    Microsoft Server, Workstation; A+ Network+

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