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Technical Account Manager

Employer
Recruitment Genius
Location
UK
Salary
Competitive
Closing date
8 Dec 2021

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Sector
Technology & New Media
Contract Type
Permanent
Hours
Full Time
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ABOUT US
Founded in 2004, we are eloquent IT geeks which means we really know our stuff, but we are used to working with all levels of technical understanding. Our combination of technical expertise and our obsession with service excellence sets us apart. Our job is to make our clients' IT work seamlessly, as well as being their trusted advisor when it comes to new IT developments. The company has grown consistently, and we are now at an important juncture in our next stage of development and growth creating the need for this role in our talented team.

ABOUT THE ROLE
You will be the day-to-day business contact for both your clients and the internal team. The role is focused on adding value to the clients' business, with a view to fostering and maintaining long-term client relationships. The role will involve but is not limited to the following:

Relationship management:
- Establishing and nurturing long-term relationships with client contacts
- Maintaining excellent work relationships with the wider team, working closely with technically astute colleagues to ensure the acceleration of problem resolution and to drive your client's IT forward
- Act as a point of escalation for critical issues and overseeing their resolution
Client development & strategic leadership:
- Taking a proactive approach to gain and maintain a full understanding of a client's business
- Creating IT service reports for your clients to provide them regular managerial updates and developing their IT roadmap
Technical Understanding:
- Good understanding of client configuration to help answer any BAU queries
- Evaluate clients' requirements to recommend updates and latest technology offerings
- Monitor/identify/flag re-occurring issues to work on continual service improvement
Service delivery management:
- Managing client satisfaction on an on-going basis while monitoring our commitments to clients and managing expectations
- Ensuring we exceed our SLAs and contractual obligations and investigating, diagnosing and resolving issues with the service experience

ESSENTIAL SKILLS
- Minimum 5 years' industry experience in a relevant role
- Demonstrable business acumen and a keenness to understand the IT services market and developments
- Customer service-orientation
- Articulate and professional with excellent interpersonal skills including expectation management and negotiation
- The ability to deal effectively with people at all levels
- Outstanding oral and written communication skills
- Ability to multi-task and adopt a proactive and organised approach, to exceed client expectations
- Good understanding of Office 365 and Microsoft Azure

DESIRABLE SKILLS
- Educated to degree level or equivalent
- Market experience in IT or a technology-based environment
- MSP experience

BENEFITS
- L&D opportunities
- 21 days holiday, public holidays + birthday off
- Flexible working
- Private healthcare
- Regular performance reviews
- A fun, friendly work environment
- Regular social events
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