Technical Customer Support Manager jobs in Wilmington, NC

Technical Account Manager

Job Purpose:  The purpose of this role is to manage approximately 90 of our smallest clients, with monthly recurring revenue of about $1,500 or less.  Managing an account involves a few key outcomes:

1. Client Retention and Attention – working to resolve any issues or frustrations they might have through regular client check-in calls (you would work with management / technical support teams to fix the issues, you would not be the one fixing technical problems directly). 
2. Client MRR Growth – Making appropriate recommendations so that the client’s monthly spend increases approximately 20% annually due to new products or services they purchase through CW IT Support that have a recurring component, such as additional cyber security, new users / device licenses, M365 products, etc. 
3. Project Sales / One-time Revenue Sales – Creating, presenting, and closing proposals for projects that would benefit the client, such as network upgrades, phone systems, M365 migrations, computer replacements, etc.

Position Metrics / KPIs:

1. Key Activities
   1. # of client check-in calls or visits
   2. # of TBRs Performed (Technology Business Reviews)
   3. # of Proposals Delivered
2. Key Results
   1. # of Proposals Won
   2. One-time Revenue Sold
   3. Monthly Recurring Revenue Sold (upticks)
   4. Total MRR under Management

Key Competencies:

• Customer Service and Communication Skills, in person, over video, and on the phone.  First and foremost, this is a customer service position with client retention as the number 1 goal.
• Technical Knowledge:
  • M365 Technologies in terms of features, benefits, how it works
  • Microsoft Azure Fundamentals
  • Intune / Endpoint Management Fundamentals
  • Microsoft Windows 10 / 11 Fundamentals
  • VoIP Technology Fundamentals
  • Competency in using Word, Excel, PowerPoint
  • Typing of 50 WPM
  • Networking Fundamentals
    • Firewalls / Routers, Switches, Cabling, Network Rack Setups, WiFi Technology
• Sales Ability
  • Estimating / Quoting Experience
  • Presentation / Closing Experience (with existing clients)
  • Prior Account Management Experience

Compensation:  $50,000 base salary bonuses profit sharing benefits.  Total comp expected to be $60,000

Bonus Structure:  Bonuses are based your personal contribution of OTR sales (one time revenue) as well as for overall MRR growth (retention, new client MRR / upticks) of existing accounts you manage. 

Project Revenue Bonus on Personal Sales:

$50,000 per quarter - $0 Bonus (QUOTA)

$60,000 per quarter - $1,000 Bonus

$75,000 per quarter - $2,000 Bonus

$90,000 per quarter - $3,000 Bonus

MRR Bonus (based upon MRR growth for accounts you manage):

$2,000 per quarter QUOTA = no bonus

Red Goal:  $3,000 per quarter = $1,500 Bonus

Yellow Goal:  $4,000 per quarter = $2,000 Bonus

Green Goal:  $5,000 Per quarter = $2,500 Bonus

Bonus Structure would allow for $74,000 annual total comp with estimate profit sharing of $500 per quarter