Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, support, and manage designated accounts with an emphasis on customer retention.

• Facilitate daily customer support interactions with Managed Services Engineers and Consultants.

• Ensure the delivery of IT services meets or surpasses service levels, resolving issues promptly and effectively.

• Discover methods to enhance customer satisfaction and deliver additional value to clients.

• Recognize customer service opportunities and guide customers’ technical resources accordingly.

• Act as an escalation point and primary contact for customer support inquiries and escalations.

• Collaborate with Managing Architects and technical resources when escalations beyond the Managed Services Team are necessary.

• Liaise with Account Executives concerning client challenges and potential work opportunities.

• Organize the assignment and distribution of technical resources with the Managing Architect.

• Address customer technical issues and drive their resolution.

• Manage annual renewals, demonstrate value, and identify opportunities for additional sales and services.

• Generate monthly internal and customer reports to ensure accurate invoicing.

• Oversee ad hoc hourly OLC contract work as project manager in accordance with Planet’s PMO methodologies.

• Manage Microsoft FastTrack engagements.

• Ensure that Planet’s Advantage Services are provided and maintained to satisfy client needs and expectations.

• Support significant projects for federal government and commercial clients.

⛳️ Requirements

• A minimum of five (5) years of experience in IT customer account management, IT managed services, or IT project management, preferably within a Managed Services organization.

• Proven experience in effectively collaborating within large remote teams and managing multiple complex projects simultaneously.

• Ability to quickly assimilate information, think on your feet, and effectively manage multiple priorities.

• Outstanding skills in managing customer expectations and providing “trusted advisor” level service.

• Familiarity with CRM and helpdesk systems; knowledge of Microsoft tools and systems is advantageous.

• Capacity to identify the appropriate moments and methods for effective issue escalation.

• Proficient in reading and comprehending complex business requirements.

• Awareness of current development trends and a commitment to continuous learning.

• A bachelor’s degree and PMP certification are preferred.

• US Citizenship (clearable) is required.

• Federal Agency Clearance may necessitate a background investigation lasting up to 10 years.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and continuous learning.

• Competitive salary and performance-based bonuses.

• Flexible working arrangements and a supportive work environment.