Client Principal

Tech-Keys; Howell Township (NJ); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, Vision insurance

401K with 4% match

Generous PTO

Job summary

Tech-Keys is seeking a passionate Technical Account Manager to enhance our client experience by ensuring effective communication and service delivery. This role requires a commitment to customer satisfaction and an understanding of enterprise IT technologies.

The ideal candidate has at least 2 years of experience, strong interpersonal skills, and the ability to manage challenging situations. Compensation ranges from $65k to $90k, alongside health benefits and a 401K match.

Qualifications

• 2 years of practical experience with various enterprise IT technologies.
• Ability to operate under pressure and manage stressful situations.
• Self-motivated with a diligent work ethic.

Responsibilities

• Serve as the main contact for clients addressing service-related challenges.
• Ensure a smooth flow of support interactions to exceed client expectations.
• Collaborate with teams to meet and exceed client needs.

Skills

Interpersonal skills

Stress management

Attention to detail

Problem-solving

Self-motivation

Knowledge of enterprise IT technologies

Tools

ConnectWise suite

Microsoft 365

RMM tools

Ticketing systems

SonicWalls

Azure

Job description

At Tech-Keys, we're on the lookout for a passionate Technical Account Manager to become part of our team and join in our revolution of the client experience alongside our dedicated service teams. As a Technical Account Manager, you’ll play a pivotal role in our clients’ satisfaction, leading the charge by ensuring seamless communication and top-tier service delivery across our diverse client base.

Requirements

• Embody Tech-Keys' core dedication to delivering unparalleled customer satisfaction through exceptional interpersonal skills, excelling in phone conversations, written communication, and commitment to providing a top-tier client experience.
• Readiness to tackle time-sensitive matters outside of standard hours with dedication and commitment.
• Ability to operate under pressure and manage stressful situations with a composed, collected approach.
• 2 years of practical experience with and a strong understanding of a variety of enterprise IT technologies, such as networking, SonicWalls, Azure, servers, Microsoft 365, ticketing systems, RMM tools, and documentation systems.
• Exhibit meticulous attention to detail ensuring thorough and comprehensive work.
• Ability to be self-motivated and have a diligent work ethic in a fast-paced and dynamic environment, displaying multitasking capabilities with a proactive, approach.
• Showcase the ability to quickly absorb information and learn on the go with the passion and drive for independent problem-solving, and a track record of reducing issue escalations.
• Experienced with ConnectWise suite? That’s a plus!

Expected Outcomes

• Take the helm as the go-to contact for clients, tackling service-related challenges, prioritizing escalations, and spearheading requests that are outside the standard support scope.
• Be the engine behind resolving service requests by efficiently maintaining a smooth flow of support interactions and exceeding expectations.
• Collaborate and synergize with Support, Solution Design, and Projects to align efforts, craft innovative proactive strategies, and develop comprehensive roadmaps to ensure clients' needs are not just met but exceeded.
• Engage regularly with clients with both scheduled and spontaneous interactions to elevate and enhance the client experience with an attentive touch.
• Tackle issues efficiently and head-on to address inquiries regarding procurement, billing, services, and feedback ensuring swift, smooth, and effective resolutions.
• Keep your finger on the pulse, remain well versed in client-specific knowledge, both technical and operational, and ensure documentation remains current and accurate.
• Personally invest in and take accountability for the quality of work carried out for the client portfolio.
• Adhere to and consistently uphold all company policies and best practices.

Compensation & Benefits

• $65k - $90k, depending on experience
• Health, Dental, Vision & other additional benefits
• 401K (With 4% Match) eligible after 90 Days
• Generous PTO