Senior Technical Account Manager

Planet Technologies; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading Microsoft services provider is seeking a Senior Technical Account Manager to join their Managed Services team. This role focuses on enhancing customer satisfaction and managing IT service delivery for large organizations. The ideal candidate will have extensive experience in account management and project management, ensuring services meet client expectations and drive value.

Qualifications

• At least five years of experience in IT customer account management or project management.
• Experience working with large, remote teams.

Responsibilities

• Manage and support assigned accounts, focusing on customer retention.
• Ensure service delivery by managing IT services to clients.
• Produce monthly reports for internal and customer review.

Skills

Customer Satisfaction

Critical Thinking

Project Management

Job description

Planet Technologies, the Nation’s leading Microsoft services provider to the public sector, is looking for a highly motivated individual to join our growing team as Senior Technical Account Manager. In this role, you will be supporting impactful projects that make a difference for our country.

As a member of the Managed Services team, this position focuses on providing customers with a voice, support, guidance, and resources to facilitate customer business objectives and success utilizing Planet’s managed services offerings. This role will work to ensure that Planet’s Advantage Services are delivered and maintained to meet the needs and expectations of our clients in large organizations and has managed a team of engineers.

Responsibilities

1. Manage, support, and service assigned accounts, focusing on customer retention, providing daily support interactions with Managed Services Engineers and Consultants.
2. Ensure Service Delivery by managing the delivery of IT services to clients, meeting or exceeding service levels, and resolving issues promptly.
3. Identify ways to increase customer satisfaction and add value for customers.
4. Manage and direct the work of the customer’s technical resources, identifying service opportunities.
5. Serve as a stable escalation and contact point for support requests and escalations on behalf of customers, primarily from Engineers to Customer Service Managers.
6. Coordinate with Managing Architects and other technical resources when escalations require additional technical support.
7. Work with Account Executives to communicate issues or opportunities for additional services.
8. Coordinate with the Managed Services Managing Architect for resource allocation.
9. Respond to technical issues and drive resolution.
10. Manage annual renewals, providing proof of value, and identify add-on sales and service opportunities.
11. Produce monthly reports for internal and customer review to ensure accurate invoicing.
12. Manage ad hoc contract work as a project manager according to Planet’s project management methodologies.
13. Oversee Microsoft FastTrack engagements.

Qualifications

1. At least five (5) years of experience in IT customer account management, managed services, or project management, preferably in a Managed Services organization.
2. Experience working with large, remote teams and managing multiple complex projects.
3. Ability to quickly assimilate information, think critically, and manage multiple priorities effectively.
4. Exceptional customer expectation management and