Account Manager

B4 Networks Inc; Fonthill; On-site; CAD 65,000 - 95,000; Full time

Benefits offered by this job

Paid lunch and breaks

Fully catered lunches 2 days a week

Comprehensive Benefits package after 6

Extended health care

Vision care

Dental care

Employee Assistance programs

Disability insurance

Competitive wages

Job summary

B4 Networks Inc. is seeking a client-focused professional to act as the primary contact for our MSP clients in an in-office role. You will nurture relationships, coordinate with internal teams, and resolve issues with exemplary customer service.

The ideal candidate will have strong communication, multitasking, and problem-solving skills, plus the ability to identify growth opportunities and streamline processes. This is an in-office position in Ontario.

Qualifications

• Excellent communication skills and a customer-focused mindset.
• Strong multitasking abilities with keen attention to detail.
• Empathy, active listening and effective client care.
• Negotiation, problem-solving and organizational skills.

Responsibilities

• Serve as primary point of contact for clients and ensure needs are met with exceptional service.
• Collaborate with internal teams to deliver tailored solutions and identify growth opportunities.
• Manage client escalations and improve processes to prevent issues.
• Coordinate audits, prepare action plans, and track tickets on the proper boards.
• Draft project proposals and liaise with vendors and clients on non-technical requests.
• Attend TBRs and be prepared to discuss project proposals with clients.

Skills

Customer service

Communication

Multitasking

Attention to detail

Empathy

Negotiation

Problem solving

Organization

Job description

NOTE: There appears to be a slight integration issue between our program and Indeed. This position is in-office only.

Company Overview

Do you LOVE Technology and helping people? Do you want to make a difference, be a major part of success and surround yourself with other creative, high-energy professionals that 'get' it?

We are an established Managed Service Provider (MSP) in the IT space serving clients at a fixed monthly rate. Our clients are all small to mid-size businesses such as accountants, greenhouses, engineering firms, doctors, as well as larger companies including manufacturing plants.

Some Perks of Working here

• Paid lunch and breaks (1 hr/day)
• Fully catered lunches 2 days a week
• Focus on your professional and personal growth
• Comprehensive Benefits package after 6 months
• Extended health care
• Vision care
• Dental care
• Employee Assistance programs
• Disability insurance
• Competitive wages

Description

At B4 Networks you will be the primary point of contact for our clients, fostering strong relationships and ensuring their needs are met with exceptional service. You will collaborate closely with internal teams to deliver tailored solutions, identify growth opportunities, and resolve any issues that arise. The ideal candidate has excellent communication skills, a customer-focused mindset, and a knack for problem-solving.

List of Expectations/What success looks like

• Scheduling and running TBRs, coordinating audit with proactive.
• Creating/updating Action Plan with Tickets on the proper board.
• Creating project proposals based off of recommendations.
• Direct point of contact for client for anything that lives outside of help desk/agreement.
• Diffuse and handle client escalations when needed // Resolving complaints and preventing additional issues by improving processes.
• Coordinate with projects for proper timelines on project delivery.
• Collaborating with internal departments to facilitate client need fulfillment.
• Identify new opportunities for the client based on audit findings.
• Creating a strong relationship with the client and providing excellent customer service.
• Acting as a client advocate with a focus on improving the client experience.
• Liaison for all accounting-related items/ managing agreement and agreement adherence.
• Offline systems in Ninja followed up.
• Research and vendor manage for non-technical requests.
• New ISP, new printer, etc.
• Coordinate with Team Leads on service delivery issues with clients on tickets.
• Prepare and formulate Incident Response Client Briefing documents.
• All license counts are accurate – Ninja, O365, etc.
• Responsible for moving forward all VCIO-related tickets, whether they are technical or not.
• Contact managed clients regarding past due invoices as requested by the accounting department.
• Research current and new vendors for purchasing equipment for the company and clients.
• The ability to liaise with various vendors, employees, and clients.
• Inside sales for small items requested by clients such as desktop computers.
• Self-motivated with the need for little supervision.
• Interpersonal skills: such as telephone skills, communication skills, active listening, and client care.

What they are not

• Technical experts – although knowledge of technical terms is an asset.

What we should be looking for

• Multitask.
• Attend to detail.
• Communicate well both verbally and in writing.
• Display empathy and emotional intelligence.
• Listen carefully.
• Negotiate.
• Solve problems.
• Think strategically.
• Understanding of business and business operations.
• Excellent organization skills.

Technical Lead:

What they are responsible for:

• Reviewing audit reports for accuracy prior to delivery.
• Attending TBRs.
• Be prepared to answer any questions about project proposals.
• Be part of the Design Desk forms.

Success/ Metrics:

• Action plans currently open.
• Action plans completed this week.
• TBR appointments scheduled.
• TBR's completed last week.
• Total # of tickets open.
• Total # of new tickets created last week.
• Total # of new tickets closed last week.