Account Manager - San Diego, United States - NeerInfo Solutions

Description

Role: Account Manager (ITSM)

Location: San Diego, CA (Onsite)

Overview: Client is seeking a dynamic and experienced Account Manager to oversee a dedicated team responsible for managing Level 1 IT services tickets and low voltage cabling projects. The ideal candidate will have a strong background in IT service management, project coordination, client relations, and team leadership. The primary responsibilities include managing client relationships, ensuring service delivery excellence, handling escalations, overseeing project-level work, managing budgets, and contributing to the growth of our services.

Key Responsibilities:

Client Relationship Management:

• Serve as the primary point of contact for clients, maintaining regular communication to understand their needs and ensure satisfaction.
• Address any client concerns or escalations promptly and effectively, maintaining a high level of client satisfaction.

Team Leadership and Oversight:

• Lead and mentor a team responsible for handling Level 1 IT services tickets, ensuring timely resolution and adherence to service level agreements (SLAs).
• Coordinate with team members to prioritize tasks, address challenges, and foster a collaborative work environment.
• Oversee all project-level work related to low voltage cabling, ensuring projects are completed on time and within budget while meeting quality standards.

Project Coordination:

• Coordinate with internal teams and external vendors to plan and execute low voltage cabling projects, including scheduling, resource allocation, and quality assurance.
• Track project progress, identify potential risks or issues, and implement mitigation strategies to ensure successful project delivery.

Client Escalations and Meetings:

• Manage and resolve client escalations promptly, collaborating with internal teams to address underlying issues and prevent recurrence.
• Conduct on-site and off-site meetings with clients as needed to review service performance, discuss upcoming projects, and address any concerns.

Financial Management:

• Manage monthly budgets and billings for assigned clients, ensuring accuracy and compliance with contractual agreements.
• Monitor financial performance against targets, identify opportunities for cost optimization or revenue growth, and implement appropriate strategies.

Business Development and Growth:

• Collaborate with sales and marketing teams to identify opportunities for upselling or expanding services within existing client accounts.
• Provide input and support for the development of new service offerings, based on client feedback and industry trends.

Requirements:

• Bachelor's degree in business administration, Information Technology, or related field.
• Proven experience (8+ years) in account management, preferably in the IT services or telecommunications industry.
• Strong understanding of IT service management principles and best practices.
• Experience managing low voltage cabling projects is highly desirable.
• Excellent communication skills, both written and verbal, with the ability to effectively interact with clients and internal teams.
• Strong leadership and team-building skills, with a demonstrated ability to motivate and inspire team members.
• Proven ability to manage client relationships, handle escalations, and drive client satisfaction.
• Solid organizational and time-management skills, with the ability to prioritize tasks and meet deadlines.
• Proficiency in Microsoft Office suite and project management tools.
• Ability to travel to client sites and attend meetings as required.