Technical Account Manager (Remote)

Tech Impact; Philadelphia (Philadelphia County); Hybrid; USD 55,000 - 57,000; Full time

Job summary

Tech Impact in Philadelphia, PA, seeks a Technical Account Manager to support existing Managed IT Support customers, guiding technology decisions and coordinating with the Customer Success team. This remote, full-time role reports to the Director of Customer Success and involves collaboration with Help Desk staff.

The position emphasizes client communication, understanding business needs, and expanding knowledge of services, with opportunities to grow within a mission-driven organization.

Qualifications

• Excellent customer service skills
• Strong organizational skills and ability to work independently
• Excellent verbal and written communications skills
• Independent learner. Must be able to absorb innovative technologies and be a continuous learner
• Ability to meet with the technical team
• MS Office 365 understanding basic infrastructure technologies such as firewalls, wireless access, LAN/WAN, and basic hardware
• MSP (Managed Service Provider) experience is preferred

Responsibilities

• Conduct regular meetings with Clients to explore their business needs and identify opportunities to leverage technology.
• Take ownership of client communications and keep stakeholders informed of incident progress and upcoming changes.
• Effectively communicate benefits and value of our solutions.
• Manage service plan pricing, documentation, and associate agreements.
• Develop in-depth knowledge of services, product offerings, and best practices.
• Manage sales activities and opportunities in CRM within company policies.
• Keep client information in CRM current and complete.
• Attend internal Account Management Meetings and track time in CRM.
• Recommend hardware, software, and licensing for operations and projects.

Job description

Position Summary

The Technical Account Manager will support existing Managed IT Support customers, guiding them in technology decisions to move their organization forward. In this role, the Technical Account Manager will work closely with the Director of Customer Success, fellow Account Managers, and Help Desk associates as a team.

• This is a Remote Position
• Tech Impact Headquarters - Philadelphia, PA
• Full-Time / Permanent / Exempt /At Will-Position
• Salary Range - 55K - 57K - Salary Commensurate to your Experience

Duties & Responsibilities

• Conduct regular meetings with Clients to fully explore their business needs, complete a review of their current technology, and most importantly, to identify new ways for them to leverage technology. Assess and develop technology budgets and solutions that align with Client needs utilizing Tech Impact's Tech Check.
• Take ownership of client communications: keep client and users informed of incident progress, notify of impending changes, and establish communication rhythm with client technical and executive contacts.
• Effectively communicate benefits and value of our solutions.
• Manage support plan pricing, documentation, and associate agreements.
• Develop and continuously expand in-depth knowledge of our services, product offerings, and best practices.
• Manage sales activities and opportunities in CRM (Customer Relationship Management) within our defined policies and procedures.
• Keep client information in CRM current and complete.
• Regularly attend internal Account Management Meetings.
• Enter time tracking in CRM as it occurs.
• Recommend hardware, software, licensing necessary for business operations and projects.

• Develop and continuously expand in-depth knowledge of our services, product offerings, and best practices.
• Cultivate sales and influence skills to drive transformational change at Client businesses in their own best interest.
• Expand knowledge of technologies from an executive point of view to convey in a business-oriented manner.
• Actively participate in applicable Company-sponsored training activities.

Essential Skills

Tech Impact is committed to its communities and providing employees with a solid work-life balance and opportunities to grow professionally. The person in this role must embody the Tech Impact values of quality, collaboration, empowerment, compassion, transparency, genuine, agile, and dynamic. We want someone who believes in our mission.

• Excellent customer service skills
• Strong organizational skills and ability to work independently.
• Excellent verbal and written communications skills
• Independent learner. Must be able to absorb innovative technologies and be a continuous learner. Resources are made available to help.
• Ability to meet with the technical team.
• Microsoft Office 365 Understanding basic infrastructure technologies such as firewalls, wireless access, LAN (Local Area Network), WAN, and basic hardware.
• MSP (Managed Service Provider) experience is preferred.

Tech Impact Employment Policy

As an Equal Opportunity Employer, Tech Impact embraces diversity and does not discriminate in employment based on age, race, color, creed, sex, gender, identity, religion, marital status, veteran's status, national origin, disability, or sexual orientation.

• ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
• Requires the ability to speak, hear, see and use a computer and other office-related equipment.
• Also requires the ability to sit for extended periods of time, stand, stoop, crawl and lift to 50 lbs.
• May require local and regional travel.

Department: Account Management

This is a full time position