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Client Account Manager

Kotman Technology Fresno, CA
  • Posted: 25 days ago
  • $45,000 to $55,000 Annually
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

We are looking to hire a Team Member who loves working with and helping people but who also loves working with technology. The Client Account Manager is responsible for managing the relationship between Kotman Technology and our clients. They prepare documentation and long-term plans for each client on a quarterly or semi-annual basis, and meet with them to review their environment, their long-term plan, and any service issues.

The Client Account Manager is expected to provide these services with a high level of competency and independence, demonstrating experience and ability in multiple disciplines within IT. They must be comfortable working with clients on a personal level, and able to document their discussions and ensure any resulting items are addressed in a timely fashion. A high level of diligence and attention to detail is required, in order to ensure that the packages are prepared, and meetings are held according to schedule.

The Client Account Manager will build strong, long-term relationships with clients and develop specific, business needs-based recommendations for their IT environment, highlighting the benefits of Kotman Technology’s stack of products and services.

Department: Sales and Marketing

Reports to: Operations Manager

Position Responsibilities:

Focus on growing and maintaining existing client base

  • Develop a sustained pipeline of new business by upselling and cross-selling within the existing client base
  • Develop, write, and deliver value-based sales proposals and respond to client’s requests for additional Kotman Technology products and services
  • Work with a team of technicians and support professionals to communicate solutions to the client
  • Use our standards list and check the client against them at regular intervals
  • Create, provide, and drive development of the Client Technology Roadmap

Prepare Technical Business Review documents for each client

  • Technology Roadmap document
  • Long term budget and technology plan
  • Executive Summary
  • Workstation Lifecycle Management
  • Utilization of Kotman Tools

Manage Kotman Technology TBR Process

  • Prepare by reviewing service tickets during the preceding period and identifying key issues to discuss
  • Review TBR documents with client, explain the contents and make changes as requested
  • Provide recommendations to address any outstanding needs and follow-up through a sales process
  • Discuss service delivery issues and create follow-up items to be addressed
  • Follow up on service issues with Operations Manager
  • Maintain and follow TBR Schedule

Account Management

  • Manage client relationships
  • Prepares a relationship plan and calling schedule for each client or prospective client in conjunction with strategic business development program. Identifies business opportunities by learning prospect’s business, company or industry and their needs.
  • Act as a communication point with the client on escalated service issues
  • Coordinate with vendors when a 3rd party application or service is required
  • Host Onboard meetings with new clients
  • Host Check-In meetings with clients
  • Facilitate communication between service & clients on misunderstood service
  • Document and improve Account Management process

Sales, Marketing, Projects, Service and Admin Support

  • Assist with clients to pick the right solution to resolve the service issue
  • Assist with Sales and farming of existing clients
  • Assist with and attend marketing-related activities
  • Provide network assessment onsite for potential Prospects
  • Keep track of client csats and review them regularly with the operations manager
  • Update agreement numbers and report back to the billing team
  • Work to ensure regulatory compliance of existing clients

Kotman Standard

  • Our Mission must always guide the way in which we serve our clients
  • Our Vision must always guide the way in which we approach incidents, tickets, and challenges
  • Our Values must always be present as we live and work alongside our team and our clients’ teams

Knowledge, Skills, and Abilities:

  • Experience required with Windows desktop operating systems
  • Product knowledge through ongoing professional development
  • Ability to multi-task and prioritize projects
  • An active listener, emotionally intelligent, and customer-care oriented
  • Excellent written and verbal communication skills
  • Proficiency in MS Word, MS Excel, and MS Outlook
  • Strong research ability and attention to detail
  • Self-motivated with the ability to work in a fast-moving environment
  • High desire to learn and grow in a rapidly changing industry
  • Excellent verbal and written communication skills (everyone says this, we mean it)
  • Excellent problem solving skills (and enjoy doing it too!)
  • Sense of humor (really, you need it in this line of work)
  • Attention to detail! (our clients are picky, and so are we!)
  • Ability to document (you don't have to like it, but you do need to do it)
  • Ability to work independently and proactively (don't wait for the problem to come to you)
  • Be able squat, crawl, climb and lift up to 50 lbs
  • Have a driver's license and reliable transportation

Kotman Technology

Kotman Technology is a growing IT Managed Services Provider located in Bitwise South Stadium (http://bitwiseindustries.com) in downtown Fresno. Bitwise Industries is the mothership of technological education, collaboration, and innovation in Fresno. It is a state of the art building complete with an on-site gym, coffee shop, and eatery. Bitwise South Stadium is a workplace filled with a tenant lounge, building events, and people who are passionate about what they do. Kotman Technology provides technology solutions for businesses of all sizes in Fresno, CA and the surrounding areas. We pride ourselves on being a company that values our employees' needs and desires and do our best to accommodate them. We firmly believe that the success of a business is based on the employees' level of happiness--a happiness that stems from hard work, a job well done, and the satisfaction of serving our customers. The happier our employees are, the happier our clients are. We feel that our clients enjoy working with us because they see us as "normal" people who are REALLY good at supporting their networks. Our Mission is "Our Team Helping Your Team to Succeed Together" - this guides our decisions and work on a daily basis. We look forward to living our Mission with you as we grow and serve our community!

Address

700 Van Ness Ave., Suite 110, Fresno, CA, 93721
Fresno, CA
USA

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