Technical Account Manager

RFA; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

RFA is seeking a Client Relationship Manager to build and manage accounts by understanding clients' business and IT needs. The role includes prioritizing work across the team, developing strategic roadmaps, and maintaining client success.

You will liaise with multiple business units to secure resources, manage escalations, and ensure service delivery aligns with client expectations and budgets.

Qualifications

• Experience in a technical account manager role.
• Strong understanding of cloud/storage/infrastructure and desktop environments.
• PM skills including cost tracking and basic budgeting.

Responsibilities

• Maintain client success and manage workloads across the team.
• Develop strategy for improving account management and client roadmaps.
• Build lasting relationships with clients and attend service review meetings.
• Ensure SLA adherence and effective incident/problem management.
• Coordinate resource allocation across business units to meet deadlines and budgets.
• Escalation point of contact for client requests and issues.

Skills

Technical account management

Cloud/storage/infrastructure

Project management

Client communication

Multitasking under pressure

Job description

Our ideal candidate will help build and manage existing accounts by striving to understand clients’ overall business requirements and technology needs.

The Client Relationship Manager will be required to manage workloads and prioritize work across the team as well as develop strategy for improving account management and strategic roadmap for clients.

Responsibilities:

The Client Relationship Manager is responsible for maintaining clients success and responsible for tasks including:

• Responsible for problem and incident management ensuring that SLA’s are achieved and client expectations are met (or exceeded).
• Ensure service transition for clients as services are added or removed.
• Build lasting relationships with clients.
• Attend client service review meetings.
• Ensure that systems, processes and methodologies are followed as specified.
• Work as a team member within the organization to provide a resilient service to our clients.
• Gain a clear understanding of clients' overall business and IT strategies; effectively communicate to RFA design team to develop solution-based roadmaps addressing client needs.
• Develop client-specific strategies to identify and address client’s needs, while staying abreast of new opportunities to align client’s future requirements with RFA’s product set.
• Liaison with all relevant business units to secure resources required to complete task/s on time and on budget; work with marketing initiatives by providing relevant client feedback.
• Maintain client database entering all relevant information daily.
• Able to work under pressure and meet deadlines (willingness to work extra hours when needed).
• Be the point of contact when handling escalation requests.

Qualifications:

• Experience within a technical account manager position
• Good understanding of Technology required (cloud, storage, infrastructure, and desktop).
• Must have project management experience including cost management and basic accounting calculations.
• Able to review and track new opportunities for the organization.
• Excellent active listening skills and able to ask relevant questions in order to gather, document and communicate effectively with clients and internal project stakeholders.
• Able to work on simultaneous projects (multitask) and completing tasks in a timely manner with minimal supervision.
• Strong business, organizational, and verbal and written communication skills.
• High degree of proficiency with Microsoft Office software (Excel, MS Word, PowerPoint)