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Technical Account Manager

Employer
Optimity IT Limited
Location
UK
Salary
Competitive
Closing date
31 Jan 2022

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Sector
Technology & New Media
Contract Type
Permanent
Hours
Full Time
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This role can be performed remotely, however applicants must live in the UK and have the right to work in this country.



The Technical Account Manager acts as a primary interface with our key client relationships or 'strategic accounts'. Capable of forming considered, responsive & effective technical relationships with our customers at a stakeholder level, you'll enable our customers to gain maximum benefit from their partnership with Optimity by helping them gain a detailed understanding of their own technical environments. This is technical role, so you must have a strong, high-level understanding of network infrastructure, endpoint management & information security and be able to communicate your understanding to a mixed audience, including sys admins & executive stakeholders.

Requirements

Account reporting & relationship development:
  • Producing weekly and monthly client status reports detailing time used, tickets, monitoring reports and any incident reports
  • Assist with design & process of incident management, request fulfilment and change management processes to increase client satisfaction
  • Managing any escalated service issues with passion and urgency
  • Act as a 'strategic account' stakeholder escalation point with CIO & Technical Account Lead
  • Generate 'strategic account' metrics working with CIO & Technical Account Lead
  • Continually look for areas of improvement and deliver these to the customers
  • Consistent contact with 'strategic accounts' via telephone/video call/email. To keep our customers close and for us to be able to proactively react to their needs & obtain service desk feedback
  • Quality control on all 'strategic account' customer service communication across all channels
  • Chair & help run the monthly service reviews with 'strategic accounts' / alongside Service Director & CIO
  • Maintain in-depth product knowledge of the service offerings of the company


Opportunity development:
  • Attend first contact meetings with prospective customers to ensure service management processes are understood & presented
  • Interact with new clients on boarding and responsible for the service desk UAT


Workflow & best practices development:
  • Assist the Procurement Officer with the quoting and purchasing platform and to help educate its use across the IT team
  • Assist with management across the team to enforce a customer first mentality
  • Consult & inform executive management with 'strategic account' management issues / feedback & opportunities

This list is not exhaustive, and the tasks assigned might increase as per company's needs.

Minimum Requirements
  • 5 years technical & commercial experience of MSP and/or ISP operational platforms eg, service agreements, service desk, time reporting, quoting & purchasing
  • Demonstrable ITIL background & certification
  • Experience with reporting and generating service level agreement (SLA) & key performance indicators (KPI) metrics from service management platforms e.g., Zendesk, FreshService, ConnectWise etc
  • Experience creating and delivering technical presentations internally and externally, communicating to stakeholders but also outlining challenges and steps to resolution
  • Feed-back on issues with current services and provide input around new / alternative solutions & platforms
  • Be an ambassador for brand Optimity, striving to deliver service excellence across the range of Optimity IT services & solutions
  • Ability to identify and present solutions to problems having a strong problem-solving mentality
  • Teamwork oriented and strategically focused on customer service and quality
  • Able to adapt to an ever-changing environment while being able to remain focused and not lose sight of strategic goals
  • A high level of work independence is necessary while being able to be supportive and provide direction based on company initiative
  • Have a track of understanding client business goals and commercial knowledge
  • Strong verbal and written communication and IT fluency
  • In-depth knowledge of the industry and its current events and technological developments
  • The ability to handle pressure and meet deadlines
  • Skill in prioritising and triaging obligations
  • Passionate about Information Security


Benefits

We offer a competitive salary & benefits.
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