Technical Account Manager

We are looking to add, to our amazing team, an experienced, professional, and personable Technical Account Manager (TAM) who has prior Managed IT Service Provider experience. This role is also known as a Strategic IT Client Account Manager. The TAM provides executive-level (CIO/CTO) leadership to our clients, helping them develop and implement high-level, innovative technology solutions to address their company objectives and industry requirements. The TAM is a knowledgeable technology advisor with strong business savvy who is skilled in project management and exceptional customer service.

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Roles & Responsibilities

Technology Strategy for our Clients

Partner with our Senior Engineers and our Onsite Field Engineers to:

• Establish the overall IT strategy and 2-year technology plan (including budget) for our clients. Formally present this to C-level executives and other IT contacts at our client sites.
• Learn and understand our clients’ industry-specific IT requirements and unique technology needs. Communicate this information to the other members of our team.
• Develop innovative IT initiatives and projects to foster the growth goals and desired work environment of our clients.
• Build project plans, including detailed scopes of work, hardware/software options, and the budget requirements. Present this to the client to gain approval – there is a sales aspect to this position.
• Communicate project progress to the client on a regular basis and ensure the client receives project completion updates.
• Analyze and review Network Assessments and Security Audit reports to identify clients’ business risks in relation to technology. Develop solutions to minimize these risks. Present this information to clients during in-person Technical Business Review meetings.
• Illustrate the importance and benefits of IT standardization and well-established IT processes and procedures.
• Identify emerging technologies that will benefit our clients’ future business needs from an IT perspective. Tailor the findings and present the information at in-person Technical Business Review meetings.

Client Relationships and Customer Service

• Manage 25 - 30 client accounts and foster a positive relationship with each.
• Ensure clients are very satisfied with Parachute’s services by meeting with and speaking to clients and analyzing survey results.
• Handle and resolve client issues and escalations with a great deal of patience, respect, professionalism, and written follow-up.
• Monitor and identify any delays in client projects and general tasks completion and communicate any delays to management and clients. Work to minimize and eliminate delays and when applicable, proactively step in to help projects stay on time.
• Work closely with COO to manage implementation of Parachute developed processes, procedures, and operational strategies. Communicate possible service-quality and/or process/procedure improvements back to COO.