Technical Account Manager

The Fountain Group; United States; Remote; Full time

Job summary

A leading staffing firm is seeking a remote Customer Experience Manager to enhance client relationships and drive resolutions for strategic customers. This role requires extensive technical support experience, particularly in IT security, and the ability to communicate effectively with various stakeholders. The ideal candidate will thrive in a collaborative environment and demonstrate strong leadership skills.

Benefits

Health Insurance

Vision Insurance

Dental Insurance

Life Insurance

Disability Insurance

Qualifications

• 8+ years in technical support or service delivery.
• Experience with Fortune 500 companies.

Responsibilities

• Drive issues to resolution and manage customer experience.
• Conduct quarterly service reviews and present metrics.
• Advocate for customers and manage multiple issues.

Skills

Technical Support

Client-Facing Experience

Network Security Technologies

Cloud Security

Communication Skills

Leadership Skills

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.

Note: This is a fully remote role with no expectation of onsite work. Candidates must support clients geographically spread throughout the US. W2 candidates only.

Manager Updates 5/12:

1. This role is key to shaping the experience of our largest and most strategic customers.
2. Responsible for driving issues to resolution, managing all customer experience aspects across delivery and technical issues, understanding customer priorities and environments.
3. Attend weekly, sometimes bi-weekly, cadence calls to review customer cases and discuss resolutions.
4. Conduct quarterly service reviews to present quarter-over-quarter metrics from customers.
5. Present data to monitor customer health, develop plans for customer education, address quality issues, and drive initiatives to improve customer experience.
6. Act as an advocate for our customers.
7. Candidates should have IT security experience and the ability to deliver at a high level.
8. Must be technical enough to understand and articulate customer issues to internal teams or customer leadership (VP level), with a drive to advocate for customers and own resolution of issues.
9. Seeking a highly collaborative personality, capable of working effectively with account, support, and development teams. Must communicate effectively, sometimes conveying positive or negative messages to internal and external stakeholders.

Skills:

1. 8+ years of experience in technical support or service delivery, with demonstrated ability to provide technical guidance to engineers, management, and executives.
2. 8+ years of client-facing sales or services experience with large enterprise, Fortune 500 companies.
3. Prior experience supporting network security technologies, working in security operations, technical support, and/or cloud security with products such as next-generation firewalls, SASE solutions, cloud security, endpoint security, and security orchestration, automation, and response tools.
4. Ability to translate business objectives into desired outcomes and provide best practice guidance.
5. Proven ability to prioritize in demanding environments and deliver consistent results under time constraints.
6. Ability to identify key customer stakeholders, engage, and build relationships independently.
7. Capability to manage multiple issues simultaneously, proactively mitigate risks, and adapt to changing environments.
8. Leadership skills in a matrix team environment, influencing and partnering across organizational boundaries to achieve customer success.
9. Excellent written and verbal communication skills, capable of explaining technical issues to technical and non-technical audiences, including business impact.
10. Positive, growth-oriented mindset.
11. Thrives in a matrixed, collaborative team environment aligned with 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 high standard of excellence, recognized through numerous industry awards. Our success is a team effort.

Visit our website for more information: The Fountain Group

Address: 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.”