Technical Account Manager

Role Overview:

The Technical Account Manager acts as the liaison between our clients and Everise IT, for the purpose of identifying technical issues and remediating them. The Technical Account Manager works closely with all teams in IT as well as the Client Services Team on proactive issue resolution, identifying technical solutions, and providing fast resolution to technical problems.

Key Responsibilities:

- Lead clients by providing overall proactive management for all technical related issues by leveraging standardized procedures and best practices for support to resolve production issues quickly.

- Lead projects from conception through launch by managing client and internal stakeholder expectations around the solution, timelines, issues, risks, migration strategy and go-live support.

- Develop and report upon key performance metrics that show valuable client and IT engagement statistics that help drive overall success for each client.

- Create and maintain strategic relationships with key stakeholders within our customer organizations, including the IT Directors, CIO, and Line of Business leaders as well as technology professionals.

- Build on client intimacy and become a reference or consultant for customers.

- Demonstrate a deep understanding of the market forces affecting our clients and offer insight into new ways of achieving objectives.

- Act as a change agent by articulating the case for change and helping our clients evolve by leveraging IT differently for better business outcomes.

- Responsible for sustainable growth through routinely partnering with Services Sales and other Services personnel to strategize on ways to create new opportunities within the accounts they service.

- Responsible for the profitability of our services through portfolio management including contract consumption, contribution margin, operational expense management, and revenue growth, all in a manner consistent within Company legal, fiscal and personnel policies.

- Occasionally lead sharing of best practices and guidance with team community.

- Consistently establish and maintain working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives.

- Frequently establish and maintain relationships with Field Sales and internal client lines of businesses.

Attributes & Attitude:

- Outstanding customer service skills, as well as excellent verbal and written communications skills.

- Demonstrated ability to be a team player and a willingness to lend a hand with any project.

- Ability to manage multiple projects, activities and tasks simultaneously.

- Ability to travel a plus.

- Ability to work off-hours as required, and participate in a 24/7 on call rotation.

- Must have the personal communication and presentation skills that will represent the company professionally to outside agencies, financial institutions, business partners, employees and customers.

Knowledge:

- Bachelors Degree in Computer Science and/or a combination of equivalent experience: 7 - 10 years experience in an IT services or consulting, with a strong understanding of Corporate account support.

- Fundamental knowledge in two or more of the following: Mobility, application development, cloud, network and desktop/server operating systems, information worker applications, database systems, messaging, management and operations and security.

- IT Project Management background.