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Technical Account Manager

About QualityIP: QualityIP is distinguished as one of the most advanced technology firms in Northeast Ohio. Our core offering entails an IT department service, wherein customers seamlessly integrate our HelpDesk Support, Cloud Services, Onsite Staffing, Virtual CIO, Procurement, and IT Planning teams as extensions of their own organizations. Through collaborative partnerships, we ensure the alignment of optimal-fit technology solutions with individual business objectives.

Position Overview: We are presently looking for an experienced and highly motivated Technical Account Manager (TAM). As a TAM, you will be responsible for managing and enhancing the technical relationship between QualityIP and our clients. You will work closely with them to understand their IT requirements, troubleshoot technical issues, and ensure the successful delivery of our services. You will also work collaboratively with internal technical teams to ensure client satisfaction and optimize service delivery.

Key Duties and Responsibilities:

• Build and maintain strong relationships with assigned clients.
• Understand clients' business objectives and IT needs.
• Act as a trusted advisor to clients, providing technical guidance and recommendations.
• Collaborate with clients to develop IT strategies and roadmaps.
• Monitor and manage the delivery of MSP services to ensure they meet client expectations.
• Identify opportunities for service improvement and optimization.
• Investigate and troubleshoot technical issues and incidents reported by clients.
• Coordinate with internal technical teams to resolve issues promptly.
• Develop and maintain account plans that align with client goals and objectives.
• Identify upsell and cross-sell opportunities for additional MSP services.
• Keep clients informed about the status of their services, including service level agreements (SLAs) and performance metrics.
• Communicate technical information in a clear and understandable manner.
• Maintain accurate records of client interactions, issues, and resolutions.
• Create and update technical documentation as needed.
• Provide clients with training and education on MSP services and best practices.
• Provide regular performance reports and recommendations for improvement.
• Ensure that contracts and service agreements are up to date and in compliance with client requirements.

Qualifications and Skills:

• Bachelor's degree in a related field (e.g., Information Technology, Computer Science).
• Proven experience in a similar role within the IT services or MSP industry.
• Strong technical knowledge across various IT domains, including networking, cloud computing, security, and infrastructure.
• Excellent communication and interpersonal skills.

• Problem-solving and critical-thinking abilities.
• Project management skills.
• Strong technical trouble shooting skills.
• Certifications from Microsoft, VMware, CompTIA, or Cisco strongly desired.
• Familiarity with Microsoft cloud-based technologies (Microsoft 365/Azure).
• Familiarity with Virtualization technology (VMware/Hyper-V).
• Customer-focused with a strong commitment to client satisfaction.
• Confidence and professional image.
• Ability to work independently and collaboratively with cross-functional teams.

TAMs are integral in ensuring the effective provision of IT services to our clients. Serving as a bridge between QualityIP and our clients, TAMs contribute to building and sustaining robust client relationships, all while ensuring the delivery of top-notch IT services and fulfillment of their
technical requirements. To thrive in this position, TAMs need to possess expertise in both technical aspects and client relationship management.

Cultural Alignment: As a family-owned enterprise, we emphasize accountability, professionalism, and personal growth. At QualityIP, your input holds significance.

Benefits:

• Competitive salary with performance-based incentives.
• Medical Mutual Health Insurance with HSA & ancillary benefits.
• John Hancock Retirement Account – Simple IRA with 3% company match.
• Flexible scheduling options.
• Paid Time Off.
• Certification Assistance- 100% reimbursement for training, course materials, and testing fees.
• Free company apparel.
• Microsoft Workplace Discount.
• Keeper Password Manager.
• CompTIA content & exam voucher discounts.

If you possess exceptional organizational acumen and derive motivation from contributing to a
prominent team, we eagerly anticipate connecting with you!