Technical Account Manager - Fort Lauderdale, United States - Segrera Associates

Description

Only local candidates will be considered for this particular role.

Overview

Serve as the primary point of contact for a portfolio of key client accounts, building and maintaining strong relationships with key stakeholders.

Gain an understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate.

Responsibilities

Oversee customer activities as they pertain to managed service operations.
Actively ensure there is a roadmap in place for each of your accounts.
Ensure full and efficient utilization of technical resources to accommodate customer needs.
Achieved and exceeded weekly, monthly, and yearly customer targets and defined Key performance indicators from a service perspective.
Conducting service and business reviews with clients
Ensure SLAs are met on all Service Requests (Across all SLA priorities) including daily operations and projects.
Accountable (not responsible) for successful patching, backups, cybersecurity, and compliance requirements
Oversee Major incident management (Led by Senior Engineers) and change control.
Liaison between the organization and the customer with a focus on getting the promised services delivered.
Function as the customers single point of contact for escalations, problem identification, and resolution of issues.
Excellent problem-solving skills - including crisis management, communication, issue tracking, triaging, and providing value-based recommendations.
Complete end-to-end understanding of the client's environment from a technical perspective:
Infrastructure (Design, Network (Equipment), Servers, Circuits, Cloud Platforms, Layer 2 and Layer 3 Connectivity, End-user computing, Mobile devices, Backups).
Security and Compliance (Policies - Backups, MFA, Geolocations restrictions, Companies do's and don'ts, Business Continuity (BCP), Disaster Recovery (DR), Change control)
Gain a deep understanding of products and services, and translate complex information into simple, polished, engaging content.
Developing and sustaining long-standing relationships with company-approved vendors

Qualifications

Bachelor's degree in a relevant field (e.g. Computer Science, Engineering)

4+ years of experience in a technical account management role or in IT roles demonstrating excellent customer service and support.

Ability to analyze complex technical requirements and propose effective solutions.
Experience with compiling service-related data and reporting for review (SLA metrics and other KPIs)
Technical knowledge in cloud computing, IT infrastructure, virtualization, and networking concepts.
Experience in delivering technical presentations, demonstrations, and proof-of-concepts to clients.
Ability to effectively communicate complex technical concepts to both technical and non-technical audiences.
Proven ability to collaborate with sales teams and contribute to sales strategies and proposals.
Familiarity with sales processes, including qualification, discovery, solution design, and closing deals.
Ability to develop and maintain relationships with key stakeholders within the organizations.
Strong problem-solving skills and ability to address technical challenges or objections raised by clients.

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