Technical Account Manager

Technical Account Manager (TAM)

Chicago, IL

Hybrid - Tues/Wed/Thurs (office), Mon/Fri (remote)

What you'll be doing...

As part of our Client Strategy Group, the Technical Account Manager (TAM) is an integral part of helping drive strategy for your accounts by working closely in partnership with your clients, EMPIST vCIO and Solutions Architects, and Business Partners alike. At EMPIST, our mission is to provide businesses of any size with the solutions & resources they need to thrive in the ever-changing technological landscape. To achieve this, we rely on our Technical Account Managers to be empathetic to our clients' needs and responsive to their inquiries, while aligning technology they rely on daily to operate their businesses and strategic thinking to help guide areas for operational/business improvements to help transform their businesses in the future. As leaders, we will provide you with the coaching, training, and/or education necessary to develop your career, skill sets, and general business acumen.

The following are your daily responsibilities to effectively fulfill this role:

• Monitoring client requests, which may include: quotes, project management, service desk tickets, and/or general inquiries.
• Selling hardware, software, digital, professional and managed services.
• Contract Management
• Scheduling & Preparing Quarterly Business Reviews (QBRs).
• External Collaboration: with our manufacturer & distribution partners on pricing, bill of materials (BOMs), and co-selling efforts.
• Internal Collaboration: with our Delivery Engineers, Solutions Architects, and Project Management on support, designs, assessments, & service.
• Managing post-Incident Response analysis recommendations by working with our solutions architects to gather relevant information, prepare timely documentation, and reviewing technical recommendations in an effort to keep the customer informed in real-time as the ambassador for EMPIST and to mitigate the possibility of the incident occurring again in the future.
• Coordinating and delivering technology alignment, overarching Account Strategy, service delivery analytics, IT industry news & best practices and maintaining a strategic roadmap that is presented via Quarterly Business Reviews.
• Cultivating long-term relationships with our clients founded on TRUST; by having an intimate understanding of their business needs, mission and organizational initiatives, as well as the challenges they face. Basically, you need to Know Your Clients (KYC).
• Ensuring that your clients achieve ROI by bringing creative & strategic solutions, that solve pain-points, increase efficiency, reduce expense, or otherwise improve a customer's environment or practice; while aligning with industry standards & best practices.
• Demonstrating the value-add of EMPIST services & solutions in order to support our clients in ways that will help their business evolve.
• Understand how your actions directly impact the current state & future of our company, strive to expand overall revenue, and increase profitability.
• Represent & Embody the EMPIST Core Values at all times.

What we're looking for...
You enjoy digging deep to really understand the customer's vision; along with their unique situation & challenges. You like putting things together in new & creative ways to best solve the customer's most pressing needs. You look for win-win solutions wherever you can; and not only enjoy collaborating with others, but seek out opportunities to engage as a team. You have a true passion for technology & helping businesses grow. You are an expert communicator with the skills to lead internal teams to a desirable outcome, all for the benefit of the client.

You'll need to have:

• High-School Diploma Required, Bachelor's Degree Preferred
• 3-5 years of relevant work experience in Technical Account Management or Sales; previous MSP experience will receive preferential consideration
• A documented track-record of successful goal/activity attainment
• Proficiency in MS Office Suite, experience with CRM software - Salesforce preferred
• Strong communication & collaboration skills needed to be an effective part of the team
• Effective ability to negotiate & close deals, manage & mitigate issues/incidents
• Excellent multi-tasking skills in potentially stressful & urgent situations
• Extremely detail-oriented & organized mindset
• Strong & effective presentations skills
• An understanding that when you have a book of business, it is like having your own business and your clients deserve to be treated the way you would if it were your business

Benefits:

• Comprehensive health, dental, vision insurance, & student loan reimbursement
• 401(k) plan with employer matching
• Opportunities for career advancement

EMPIST is a full-service technology firm, providing businesses with the technology they need to succeed. Each day we strive to create a teamwork-led environment that fosters the success of not just our clients and our business, but of our employees, too. We are a 24-year old company with locations in the heart of the Loop in Downtown Chicago near all major transportation, Downtown Elmhurst on York Road, and European HQ in Athens, Greece. We have been named to the Inc 500/5000 list for 10 out of the last 11 years which recognizes the fastest-growing, privately-held businesses across the nation and have been recognized as one of the top 501 MSP's in the world (currently #74th in 2022) for 11 straight years.