Future Opening: Managed IT Service Account Manager

Computer Business Solutions, Inc.; Pompano Beach (FL); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Computer Business Solutions, Inc. in Florida is seeking a Technical Account Manager (TAM) to grow customer value through expert technology guidance and strategic advocacy.

You will connect with executives, manage multiple accounts, and align CBS services with client goals in a hybrid remote/office role. You will serve as the technology escalation point and identify opportunities to improve client infrastructure while representing CBS with integrity and excellence.

Qualifications

• Hands-on infrastructure, troubleshooting, systems administration or networking in a managed services or similar technical environment.
• Experience in client-facing technical roles with evidence of retention and high customer satisfaction.
• Background in technical account management, engagement management or IT consulting is desirable.
• Knowledge of IT operations, contracts, best practices and SLAs.
• Strong written and oral communication with relationship-building skills.
• Proactive, diligent, and capable of negotiating contracts.

Responsibilities

• Develop trusted adviser relationships with key client executives to align CBS activities with business and technology needs.
• Leverage CBS products and services to optimize client solutions and drive value.
• Perform post-onboarding reviews, promote new CBS offerings and resolve technical challenges promptly.
• Provide documentation, guidance and clear communication to ensure deployment success.
• Track incidents and service requests, assisting with troubleshooting and activations.
• Prepare reports, presentations and proposals for clients.

Skills

Infrastructure experience

Client-facing

Technical account management

IT operations knowledge

Communication skills

Contract negotiation

Team collaboration

Job description

Job Summary

The Technical Account Manager (TAM) ensures that our CBS customers are able to grow their business with the full support of our products and services. As a part of this team, the Technical Account Manager is a technology and strategy expert with high visibility, who serves as liaison between our valued clients and our Service team. The TAM not only serves as our technology escalation point, but also identifies new opportunities that will optimize their infrastructure in which our products and services can better help our clients’ businesses. In this hybrid role, the TAM will be connecting with key executives and upper-level management, working to develop an understanding of their business requirements and goals. The TAM will manage multiple customers at once, serve as an advocate for our clients’ needs and represent Computer Business Solutions with the utmost integrity and excellence.

General Accountabilities

• Develop a trusted technology adviser relationship with key client executives or upper-level management, such that all CBS activities are closely aligned with the customer’s business and technological needs.
• Leverage comprehensive understanding of our products and services to provide relevant optimization of solutions and enhancements customized to customers’ business needs.
• Perform post-onboarding reviews, promote new CBS offerings and ensure the prompt and proper resolution of technical challenges.
• Guarantee the technical aspects of your customer deployments by providing necessary documentation, technical guidance and excellent communication.
• Tracks incidents, service requests, and assists with trouble shooting practices and service activations, to include non-MSP customers as needed.
• Prepare reports, presentations and proposals for Client.
• Keep the Managed Services team and Management team well informed of account changes within the organization and general client specific news.
• Maintain current MSP client’s end-user information up-to-date while working in conjunction with the service team. Independently performs account user reviews daily, weekly and monthly (as needed) based on the client, which will promote company value with our diverse customer base, data accuracy and integrity and a stronger overall comprehensive customer experience
• Demonstrated ability to work effectively in a team environment and autonomously based on our business needs.
• Keep abreast of technology, trends and other factors affecting our business and technology decisions to include obtaining required job-related certifications.
• Represent the knowledgeable, efficient and professional image of Computer Business Solutions with all customers.

Required Skills

• Hands-on Infrastructure / Troubleshooting / Systems Administration / Networking experience in a Managed Services or similar technical environment.
• Relevant work experience in a client-facing technical role, preferably customer success or account management, with impressive record of accomplishment regarding retention and high customer satisfaction.
• Technical account management, engagement management, system implementation, technical support or IT consulting experience.
• Good working knowledge of IT Operational environments (vendor, contract management, Best Practices, SLA’s).
• IT process knowledge (Change Management, routine maintenance needs, troubleshooting procedures and process frameworks).
• Excellent analytical, oral and written communication ability coupled with strong relationship building skills.
• Strong due diligence coupled with a proactive practicality.
• Proficient in contract and general negotiation.
• Must possess an enthusiastic personality and foster a positive work environment.

References are required and a skills test is mandatory for this position.

South Florida’s Most Customer Focused Managed IT Support Company

About Computer Business Solutions

Since 1992, Computer Business Solutions has provided IT support with a more personal feel to South Florida small businesses. We believe in the golden rule and treat our customers the way we would want to be treated if we were in their shoes.

Mission Statement

Computer Business Solutions’ mission is to provide exceptional IT support and service to small and medium-sized businesses, enabling them to operate efficiently and effectively in today’s digital landscape. We strive to build long-term partnerships with our clients, understand their unique needs, and deliver tailored solutions that drive success. Our goal is to be a trusted advisor, deliver unparalleled service and support, and help our clients achieve their goals.