Strategic Technical Account Manager - Managed Services

Planet Technologies; United States; On-site; USD 110,000 - 190,000; Full time

Job summary

Planet Technologies, the Nation’s leading Microsoft services provider to the public sector, seeks aTechnical Account Manager to support impactful projects and deliver managed services to large organizations. You will ensure service delivery, client satisfaction, and value realization while coordinating with engineers and account executives.

Ideal candidates bring 5+ years in IT account management or managed services, experience leading remote teams, and strong knowledge of CRM/h helpdesk tools.

Qualifications

• Five (5) years of experience with IT customer account management, IT managed services, or IT project management.
• Experience working in large, remote teams and managing multiple projects.
• Ability to manage multiple priorities and read complex requirements.
• Strong customer expectation management and trusted-advisor service.
• Familiarity with CRM and helpdesk systems; knowledge of Microsoft tools.
• Experience with issue escalation and governance.
• Technical ability to read and understand complex business requirements.
• Awareness of current development trends and continuous learning.
• Bachelor’s degree and PMP certification preferred.

Responsibilities

• Manage, support and service assigned accounts focusing on customer retention.
• Deliver IT services to meet or exceed service levels and resolve issues.
• Identify opportunities to increase customer satisfaction and value.
• Direct the work of the customer’s technical resources.
• Serve as escalation point for support requests and escalations.
• Coordinate with Managing Architects and technical resources for escalations.
• Coordinate with Account Executives on issues and potential opportunities.
• Assign technical resources with the Managed Services Architect.
• Respond to customer technical issues and drive resolutions.
• Manage renewals with value proof and potential cross-sell opportunities.
• Produce monthly internal and customer reports for accurate invoicing.
• Manage hourly ad hoc contracts per Planet PMO methodologies.
• Oversee Microsoft FastTrack engagements.

Skills

Customer account management

IT managed services

Project management

Remote teamwork

CRM

Helpdesk systems

Microsoft tools

Issue escalation

Technical reading

Business requirements

Continuous learning

PMP certification

Education

Bachelor's degree

PMP certification

Job description

Planet Technologies, the Nation’s leading Microsoft services provider to the public sector, seeks aTechnical Account Manager to support impactful projects and deliver managed services to large organizations. You will ensure service delivery, client satisfaction, and value realization while coordinating with engineers and account executives.

Ideal candidates bring 5+ years in IT account management or managed services, experience leading remote teams, and strong knowledge of CRM/h helpdesk tools.