Technical Support Enterprise Account Manager

Ektello; Plano (TX); On-site; USD 69,000 - 73,000; Full time

Job summary

Ektello in Plano, TX seeks an experienced Notebook PC Account Manager to lead strategic relationships with enterprise clients and VARs, driving growth and market share while resolving escalations with accountability.

The role requires 8+ years in account management and strong CRM/MS Office skills, with a focus on executive-level engagement and cross-functional leadership to deliver end-to-end solutions for enterprise accounts.

Qualifications

• 8+ years in account management, repair management and customer service in tech/telecom.
• Proven enterprise account management and sales target achievement.
• Strong communication and executive-level presentation skills.

Responsibilities

• Serve as the primary strategic liaison between company and enterprise clients and VARs.
• Own go-to-market strategy to grow Notebook PC enterprise share with sales/marketing.
• Lead VAR repair program, overseeing depot performance and quality standards.
• Cultivate executive-level relationships with key stakeholders and decision-makers.
• Translate client objectives into tailored solutions and present offerings.
• Deliver regular client briefings on products, promotions, and enhancements.

Skills

Enterprise account management

Strategic account planning

Customer relationship building

Cross-functional collaboration

Problem-solving

Education

Bachelor's degree in Business Administration, Marketing, or a related field

Tools

CRM software

Microsoft Office Suite

Mobile Device Management (MDM)

Job description

Technical Support Enterprise Account Manager **W2 contract, min of 12 months ** Onsite out of Plano, TX ** Target W2 $$50-53/hr The Notebook PC Account Manager is responsible for leading strategic relationships with enterprise clients and Value-Added Resellers (VARs), driving business growth and market share expansion across the Notebook PC portfolio. This role serves as the senior point of contact and trusted advisor for clients and VARs, proactively identifying opportunities for upselling and cross-selling our client’s products and services while resolving escalations with sound judgment and a clear sense of ownership. The Sr. Manager operates with the highest level of professionalism, courtesy, and accountability, consistently following through on commitments to internal and external stakeholders. This role requires close collaboration across a broad set of stakeholders, including customers, internal cross-functional teams, Suwon Office, and third-party partners, to ensure seamless delivery of products and services that meet enterprise client expectations.

Key Responsibilities

• Serve as the primary strategic liaison between company and enterprise clients, driving high levels of customer satisfaction and long-term account retention.
• Own and execute the go-to-market strategy to grow Notebook PC market share within the enterprise segment, partnering with sales and marketing leadership to identify growth levers.
• Lead the VAR (Value Added Reseller) repair program, overseeing depot performance and ensuring adherence to quality and service standards.
• Build and cultivate strategic, executive-level relationships with key stakeholders and decision-makers to strengthen the company’s competitive position within named accounts.
• Translate client business objectives into tailored solutions, positioning products and services to align with customer priorities and long-term roadmaps.
• Deliver regular briefings to clients on product offerings, promotions, and service enhancements to reinforce the company’s value proposition.
• Proactively identify, manage, and resolve client escalations, applying sound judgment on when to engage cross-functional or leadership support.
• Own account performance reporting, including sales metrics, forecast accuracy, and customer feedback, using data to inform strategic account planning.
• Partner cross-functionally with sales, marketing, and technical teams to ensure seamless, end-to-end service delivery for enterprise accounts.
• Develop and present executive business reviews and strategic account plans, articulating growth opportunities and risk mitigation strategies to internal and client leadership.
• Monitor industry trends, competitive activity, and market dynamics to proactively identify new business opportunities and inform strategic planning.
• Prepare and deliver activity reports, post-mortems, and ad hoc analyses to support leadership decision-making.
• Manage and support end-to-end VAR repair operations for Notebook PCs, ensuring operational excellence in support of sales growth and market share objectives.

Enhanced Activities

• Lead internal projects aimed at improving account management processes and customer engagement strategies.
• Build and maintain relationships with cross-functional teams to enhance collaboration and service delivery.
• Act as an escalation point for complex client issues, ensuring timely resolution and customer satisfaction.
• Participate in on-call rotations to provide support for urgent client needs.

Qualifications

• Bachelors degree in Business Administration, Marketing, or a related field.
• Minimum of 8 years of experience in account management, repair management and customer service, preferably in the technology or telecommunications sector.
• Proven track record of managing enterprise accounts and achieving sales targets.
• Knowledge on Mobile Device Management (MDM) is a plus.
• Strong interpersonal and communication skills, with the ability to build rapport with clients and internal teams.
• Excellent problem-solving abilities and a customer-centric approach.
• Ability to work under pressure and manage multiple priorities effectively.
• Proficiency in CRM software and Microsoft Office Suite (Excel, PowerPoint, Word).
• Knowledge of mobile devices, enterprise solutions, and emerging technologies.
• Executive-level presentation and reporting skills, with the ability to distill complex data into clear, actionable insights for senior management and cross-functional leadership.
• Demonstrated experience mentoring, coaching, and developing team members, fostering a high-performance culture and building bench strength within the account team.
• Strong business acumen and consultative selling skills, with the ability to align the company’s product and service portfolio to enterprise client objectives.
• Effective cross-functional leadership, able to influence and align sales, marketing, and technical teams without direct authority to drive shared outcomes.
• Sound judgment and composure under pressure, particularly when managing escalations, competing priorities, or ambiguous situations.
• Strategic thinking balanced with hands‑on execution, comfortable operating at both the vision-setting and operational level as needed.

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