Senior Technical Account Manager

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: Not specified
• Planet Technologies, the Nation’s leading Microsoft services provider to the public sector, is seeking a highly motivated Senior Technical Account Manager. This role focuses on supporting impactful projects, ensuring customer success utilizing Planet’s managed services offerings. You will be a voice, providing support, guidance, and resources to clients within a large organization and will manage a team of engineers.

Requirements

• Five (5) years of experience with IT customer account management, IT managed services, or IT project management.
• Preferably in a Managed Services organization.
• Previous experience effectively working in large, remotely based teams and managing multiple complex projects simultaneously.
• The ability to assimilate information quickly, think on your feet, and manage multiple priorities effectively.
• Exceptional skills in communication and collaboration.

Responsibilities

• Manage, support, and service assigned set of accounts with a focus on customer retention, providing daily customer support interactions with Managed Services Engineers and Consultants.
• Service Delivery: Manage the delivery of IT services to clients, ensuring service levels are met or exceeded and resolving issues effectively.
• Identify ways to increase customer satisfaction and add value for customers.
• Identify customer service opportunities and manage and direct the work of the customer’s technical resources.
• Serve as a stable escalation and contact point for support requests and escalations on behalf of customers. (“First” escalation point from Engineers should be the Customer Service Managers.)
• Coordinates with other Managing Architects and Technical resources at Planet when a technical escalation is needed beyond the Managed Services Team.
• Coordinates internally with Account Executives to ensure they are looped into any issues or potential additional work opportunities of their clients.
• Coordinates with the managed services Managing Architect for technical resources assignment and allocation.
• Responds to customer technical issues and drives resolution.
• Manage annual renewals, providing customers with quantitative and qualitative proof of value, add-on sales, and service opportunities, and providing insight into other managed services offerings.
• Produces monthly internal and customer reports to ensure accurate invoicing.
• Manage hourly ad hoc (OLC) contract work as a project manager according to Planet’s PMO methodologies.

Application Instructions

• Not specified

Company Information

• Planet Technologies is the Nation’s leading Microsoft services provider to the public sector.