Technical Account Manager

F12.net; Cambridge; On-site; CAD 80,000 - 110,000; Full time

Job summary

F12.net is seeking a Technical Account Manager to elevate customer value by aligning service delivery with strategic objectives. You will partner with technical managers, project teams and renewals to ensure seamless escalations and successful renewals of flagship clients.

You will own deep knowledge of your accounts, build relationships with purpose, develop client roadmaps, and advocate for clients within F12 to improve overall experience and retention.

Qualifications

• Advanced business knowledge and acumen to align IT with goals.
• Formal technical training or post-secondary education in a technical field.
• Experience in a technical program or troubleshooting capacity.
• Ability to discuss technical solutions with vendors and clients.
• Proven ability to build lasting client relationships.
• Proactive, strategic thinker anticipating client needs.
• Strong communication to translate client needs to internal teams.

Responsibilities

• Builds business relationships with purpose across top accounts.
• Analyzes client challenges and designs roadmaps.
• Consults with clients and joins annual business planning sessions.
• Advocates for clients within F12 and resolves escalations.
• Presents roadmaps to clients to enable commitment.
• Educates clients on F12 processes and escalation paths.

Skills

Business acumen

Technical training

Troubleshooting

Vendor liaison

Strategic thinking

Communication skills

Relationship building

Education

Post-secondary technical education

Job description

The Position: Reporting to the General Manager, the Technical Account Manager will provide an elevated experience and strategic integration by leveraging the F12 VCIO's to assist in offering an enhanced customer value. They will work cohesively with the managers of the technical teams, Project Teams, and Coordinators Teams for seamless escalations and conflict resolution, as well as enabling the Renewals and Conversions Team for smooth and successfully renewal of our flagship clients.

The Technical Account Manager (TAM) will have an in-depth knowledge of their account base and build relationships with purpose. They will understand internal F12 team challenges within their base, work to resolve and align to improve the overall customer experience. Partnering with the Account Coordinators, they will ensure smooth aligned delivery of operational resolution and ongoing communication to the customer.

Responsibilities:

Build Successful Relationships

• Builds business relationships with purpose, advancing organizational goals of approximately 30-35 top-tier F12 accounts while maintaining retention of account base.
• Analyzes individual client challenges and proposes solutions to resolve them by creating, designing, and implementing client roadmaps.
• Clients view Account Managers as an extension of their organization. Consults and makes recommendations on key business decisions. For example, asked to join client annual business planning sessions
• Advocates for the Client within F12. Identifies and collaborates with internal stakeholders to resolve issues or escalations that impact client experience.
• Presents roadmap to Client in a compelling way. Client is committed to achieving roadmap outcomes
• Educates Client on F12 processes that enhance service delivery such as understanding escalation paths

Business Planning

• With guidance from the General Manager, defines measures of success for account base in annual and quarterly business plans
• Leverages advice of General Manager to improve roadmap and drive conversion to F12 primary offering
• Partners with internal stakeholders on how to improve account base experience within F12. Present areas of concerns, suggestions for enhancements, or overall trends and works with other departments to implement solutions
• Keep track of key account metrics
• Assess competitors by analyzing and summarizing information and trends, identifying sales opportunities

Technology Advisory

• Advises customers on technical scope, such as leveraging F12 services and products to better serve the clients tasks and goals
• Inform and train clients about F12 products and services
• Documents customer needs
• Researches current market trends, learn about new technology products and services to create better dialogue with the customer base
• Matches customer pain/requirements to potential technology solutions

Requirements:

• Advanced business knowledge and acumen. Understands the components of a successful business and how IT contributes to achieving goals
• Formal technical training, such as technical certification(s), or post-secondary education in a technical program, or equivalent
• Experience working in a technical program or equivalent experience working in a technical/troubleshooting capacity
• Capable of having technical conversations with vendors, colleagues and customers to scope technical solutions that a technician could deploy
• Experience building lasting connections that go beyond the traditional vendor relationships. Clients view Account Managers as a trusted advisor, not simply a transactional resource.
• A proactive, strategic thinker. Able to ask the right questions and continuously anticipate Client needs
• A skilled communicator can identify a challenge based on Client feedback, translate requirements to internal resources, and communicate the solution back in a way that is easily understood by the Client