Technical Account Manager

The Fountain Group; Plano (TX); Remote; USD 100,000 - 125,000; Full time

Job summary

A leading staffing firm is seeking a Technical Support Manager to enhance customer experience for their strategic clients. This fully remote role requires expertise in IT security and a collaborative mindset, as you will drive resolutions and build relationships within a matrix team environment. Candidates should have substantial experience in client-facing roles within large enterprises and strong communication skills.

Benefits

Health insurance

Vision insurance

Dental insurance

Life insurance

Disability insurance

Qualifications

• 8+ years in technical support or services delivery role.
• Extensive client-facing experience with large enterprises.
• Prior experience in network security technology and cloud security.

Responsibilities

• Drive issues to resolution and manage customer experience.
• Facilitate service reviews and present data on customer health.
• Be an advocate for customers and support cross-team collaboration.

Skills

Technical support

Client management

IT security

Communication

Collaboration

Job description

PAY: $60-69/hour W2.Our company offers our consultants a suite of benefits after a qualification period including health, vision, dental, life and disability insurance.
This is a fully remote role. NO expectation of onsite work, Will need to support clients who are geographically spread throughout the US.
W2 Candidates only.

Manager Updates 5/12:

• This role key to shaping experience of largest and most strategic customers.
• REsposible for driving issues to resolutions, manages all customer experience across delivery, technical issues, understands customers priorities and environments.
• Attend weekly, sometimes bi weekly cadence calls to go through all customers cases to discuss resolution.
• Run quarterly service reviews, to show quarter over quarter metrics from customer.
• Present data to monitor customer health, devise plans to support – customer education, sometimes quality issues, this role drives the plans to improve customer experience.
• Will be an advocate for our customers.
• Candidates should have IT security experience, and know how to deliver at a high level.
• Should be technical enough to understand and articulate issues customers are facing to internal or customer leadership (VP levels) – have a drive to be a customer advocate and own resolution for issues customers encounter.
• Seeking a very collaborative personality, working with account, support and dev teams. Need to communicate effectively with customers in sometimes positive and negative messages, internal and external comms.

Skills:

• 8+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and information to customers from engineers to management to executives.
• 8+ years of client facing sales or services experience with large enterprise, Fortune 500 companies
• Prior experience delivering and/or supporting network security technology, working in security operations, technical support, and/or cloud security with products including but not limited to next generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation and response products.
• Ability to translate business objectives into desired outcomes and deliver best practice guidance.
• Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraints.
• Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
• Ability to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challenges
• Demonstrated ability to provide leadership in a matrix team environment partnering and influencing others across the organization to achieve desired customer outcomes.
• Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
• Positive, growth-oriented mindset
• Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

Who We Are:
The Fountain Group is a nationwide staffing firm with over 80 Fortune 100-500 clients. Since 2001, TFG has maintained a consistent standard of excellence, and our work is broadly recognized every year through numerous industry performance awards. Our success is a team effort.
Browse our website below for additional information on our company.
The Fountain Group
3407 W Martin Luther King Jr. Dr. Tampa, FL 33607
“We work in Life Sciences, Clinical, Engineering, IT, and more. Above all, we specialize in people.”