Loading...
ManagerFull-timeRustGo
Salary Range
$115,600 - $156,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Account Manager to join our growing team at Planet Technologies. This role focuses on supporting impactful projects that make a difference for our country.
Key Responsibilities
- →Manage, support and service assigned set of accounts with focus on customer retention providing daily customer support interactions with the Managed Services Engineers and Consultants
- →Service Delivery to manage the delivery of IT services to clients, ensuring that service levels are met or exceeded, and that any issues are resolved in a timely and effective management
- →Identify ways to increase customer satisfaction and increase value-add for customers
- →Identify customer service opportunities and manage and direct the work of the customer’s technical resources
- →Serve as a stable escalation and contact point for support requests and escalations on behalf of our customers
- →Coordinates with other Managing Architects and Technical resources at Planet when a technical escalation is needed beyond the Managed Services Team
- →Coordinate internally with Account Executives to ensure they are looped into any issues or potential additional work opportunities of their clients
- →Coordinate with the managed services Managing Architect for technical resources assignment and allocation
- →Responds to customer technical issues and drives resolution
- →Manage annual renewals providing customer with both quantitative and qualitative proof of value, add-on sales, and service opportunities with the ability to provide insight into other managed services offerings provided by Planet
- →Produces monthly internal and customer reports to ensure that managed services customers are accurately invoiced
- →Manage hourly ad hoc (OLC) contract work as project manager according to project management methodologies published by Planet’s PMO
- →Management of Microsoft FastTrack engagements
Requirements
- ✓Five (5) years of experience with IT customer account management, IT managed services, or IT project management preferably in a Managed Services organization
- ✓Previous experience effectively working in large remotely based teams and managing multiple complex projects simultaneously
- ✓The ability to assimilate information quickly, think on your feet and manage multiple priorities effectively
- ✓Exceptional skills with managing customer expectations and the experience providing "trusted advisor" level service
- ✓Experience with CRM and helpdesk systems as well as knowledge of Microsoft tools and systems is a plus
- ✓Ability to identify when and how to escalate issues effectively
- ✓Technical Abilities include the ability to read and understand complex business requirements
- ✓Awareness of current development trends and demonstration of continuous learning
- ✓Bachelor’s degree and PMP certifiation preferred
