Strategic Technical Account Manager

Description

Prosource, the region’s leading business technology solutions provider, has been awarded a Top Workplaces 2023 honor by The Enquirer. The list is based on employee feedback gathered through a third-party survey administrered by employee engagement technology partner Energage, LLC. The anonymous survey uniquely measures 15 drivers of engaged cultures that are critical to the success of any organization including alignment, execution, and connection, just to name a few. 

Major Goals and Responsibilities

The STAM is the strategic technical account manager for our contracted managed IT customers and is responsible for maintaining a strategic business relationship with the C-Level and/or primary contact. The STAM will provide strategic technical guidance to the customer through Technology Alignment and Planning sessions (TAP) and by creating a unique technology roadmap for each customer. The STAM will be responsible for maintaining and growing monthly recurring revenue from their customers as well as selling IT hardware, software, and projects within their customer base and actively maximizing our product stack adoption within each account. This will be done by delivering and facilitating “vCIO Services” to the client. Success will be measured by: elevating Net Promoter Score (NPS), growing client project and labor revenue (1-time revenue), growing the managed re-ccurring revenue (MRR), and steering monthly Technology and Alignment Planning Sessions (TAPs).

Requirements

Essential Activities and Responsibilities

Strategic Account Management (50%)

• Perform TAP (Technical Alignment and Planning) meetings with each managed IT customer, following the agenda. Topics will include:

 - Demonstrate our value to their business through performance metrics and reviewing technology initiatives we have implemented over the past quarter.

 - Deliver technology advice and guidance to each client based on their current technology position and needs.

 - Educate the customer on technology trends that impact their business or industry.

 - Review and understand the customer’s business climate and goals and discuss how we can use technology to help them achieve their goals.

 - Create and update an annual technology budget.

 - Discuss and plan for upcoming and future technology projects.

 - Support and/or lead the Change Management (technical & cultural) to help the client achieve their desired outcomes.

• Create and update a Technology Roadmap for each managed IT customer to align technical needs with the customer’s business goals and objectives. Use this document to identify opportunities for current and future needs and review quarterly at the SBR.
• Provide or coordinate regular customer training including security training, disaster recovery and risk assessments and planning, product education, etc.
• Escalation point for customer to get service & technical problems resolved. The STAM is empowered to make decisions as necessary to take care of the customer.
• Responsibility to make sure ticket QA is completed and look for recurring trends or issues.

Sales (30%)
 

• Retain and grow MRR (Monthly Recurring Revenue) from customer base.
• Uncover, manage, and close opportunities where technology can be purchased and/or used to improve the customer’s business either through increased productivity, improved efficiencies, or improved security & compliance.
• Maximize product stack adoption and compliance across customer base for best performance, reliability, security, and response/resolution time to incidents.
• Negotiate contract renewals and upsells to existing customers.
• Work with Net New Sales to transition new ManagedIT clients to their Customer Support Team.

Team Quarterback (20%)

• The STAM should be seen as the team quarterback within their Customer Support Team, should lead the daily huddle, and should make sure the team is aligned around the priorities of the team’s customers.
• Keep the team informed of what is going on within customer base.
• Coordinate conflicts with department managers as needed.
• Act as the liaison between the client and the service delivery team when there are technical issues and/or needs.
• Work with the Project team to develop and deliver Statements of Work.
• Utilize the CSS (Customer Support Specialist) to help compile reports, receive quotes, follow-up on open items, create purchase agreements, etc.  
  

Prerequisites (i.e… education, experience)

• 4-Year degree….
• Experience in managing, engineering, and/or delivering the technical, hardware, software, and user support requirements for a 20 user company or environment. 
• Ability to work independently and within a team environment.
• Strong technical problem-solving skills and understanding of current IT technologies.
• Ability to talk with executives and non-technical decision makers about technical items in business terms and with business acumen. 
• Highly customer focused with exceptional customer service, interpersonal, written and verbal communication skills.
• Ability to prioritize, manage, and follow-up on multiple priorities effectively.
• Ability to work Monday through Friday, 8:00am to 5:00pm, with occasional after-hours commitments as needed.
• Candidates for this position must be authorized to work in the United States on a full-time basis for an employer without restriction.

Skills

• Technical Training and certifications

 - CompTIA

 - Microsoft MCP

 - Cisco/Meraki

Primary People Contacts

• Customers
• Co-Workers and Team Members
• Manager
• Vendors

Toughest Part of the Job

• Juggling multiple priorities to meet customer and team member demands.
• Seeking technical advice from a variety of sources.
• Adapting skillsets to meet changing technologies.
• Making quick decisions that are in the best interests of the customer and company.
• Demonstrating the value of our products and services to grow team revenue.

Compensation Method

• Base salary plus monthly bonus based on Customer Support Team performance.

Travel

• Reliable transportation and the ability to visit customers at their location is required.
• Some occasional travel to vendor shows and/or training may be required.