Account Manager - Information Technology Company

Account Manager Job Description

As a Technical Account Manager, you will be the bridge between our clients' needs and our technology solutions. We are seeking a highly motivated individual with good technical skills to effectively communicate and articulate our services and products to our clients. Your primary responsibility will be to build and maintain long-lasting relationships, ensuring excellent customer experiences and mutually beneficial interactions.  Having experience and working knowledge of the information technology industry will be highly beneficial for this job.

Responsibilities:

• Communicate with clients to understand their technical requirements and translate them into tailored products, services, and support from our company.
• Contract renewals and regular check-ins with customers.
• Follow-up, follow-up, follow-up and following up with customers on their needs.
• Establish and nurture trusting relationships with clients, serving as their key point of contact.
• Conduct in-person meetings with clients, taking detailed notes and ensuring promises are fulfilled promptly.
• Maintain accurate records of remote/Zoom interactions with clients and send follow-up emails after meetings.
• Collaborate with internal departments and team members to fulfill client expectations and address their needs effectively.
• Possess a comprehensive working knowledge of all our company's services, products, and solutions to provide valuable insights to clients.
• Utilize our internal metrics, task tracking, and work automation system to ensure a positive customer experience.
• Resolve customer complaints and actively propose process improvements.
• Serve as a client advocate, prioritizing their interests and needs throughout interactions.
• Daily review of our ticket tracking system to ensure timely and efficient customer deliverables and to address potential issues proactively.

Requirements:

• Ability to work independently without constant oversight
• Strong verbal and written communication skills to deliver high-quality technical solutions and follow-up to customers.
• Punctuality and a commitment to completing tasks on time.
• Demonstrated critical thinking and problem-solving skills.
• Ability to manage clients during challenging situations and effectively de-escalate conflicts.
• Capacity to earn and maintain the trust of both internal and external stakeholders.
• Team-oriented mindset and ability to collaborate on complex tasks.
• Excellent documentation skills and professional communication.

Core Values: We believe in four core values that set our company apart. As a Technical Account Manager, you must embody and consistently demonstrate these values:

1. Tenacity: Show unwavering persistence in resolving problems and challenges.
2. Accountability: Always deliver on promises made to clients and team members.
3. Team Player: Approach issues and solutions with a team-oriented mindset.
4. Continuous Improvement: Be open to learning, embrace change, and develop new technical skills.

Pay range varies based on experience and knowledge of the industry.