Technical Account Associate / Manager

Posted on Nov 06

The Department

Technical Account Associate will act as the conduit for the customer and the service delivery team. The Technical Account Associate will build strong customer relationships with their accounts and act as the customer advocate for customer satisfaction and communicating service level performance. The Technical Account Associate will have an excellent understanding of IT service management and focus to improve internal and external customers’ processes. The Technical Account Associate will work closely with support teams, delivery managers, business developers and customer contacts to drive customer satisfaction and facilitate account growth

Your Role

Interact with key client personnel for the purpose of assuring satisfaction with day to day performance of Mindsight services
Cadence includes both remote and regular on-site meetings
Manage customer satisfaction via appropriate account relationships and assuring cross functional execution of commitments between client and Mindsight teams
Establish regular communication cadence for assigned accounts in accordance with account tier
Function as single point of contact for escalations and communication focal point for satisfaction issues
Lead and manage Quarterly or Periodic Business Review (QBR/PBR) program for customer base. This includes reviewing, auditing delivery performance and preparing presentations and documentation as needed
Monitor status of contract renewals – coordinate execution of renewals with Account Executives on these accounts
Identify and contribute continuous improvement initiatives to the client and delivery teams
Assure follow up on Root Cause Analysis efforts with applicable service failures and communicate resolutions back to affected customers
Support customer related tactical projects as needed
Continue to inform clients of available portfolio solutions and capabilities
Participate in briefings with Account Executives to discuss client status, key initiatives, issues and communication coordination
Work with Account Executives to coordinate account relationships, their alignment with Account Executives / Technical Account Associate roles and for addressing points of concern, follow up, escalation and resolution within an account
Other tasks assigned as necessary

Requirements

A strong customer service orientation – you are driven to deliver outstanding customer service and you expect this of others around you
Bachelor’s degree in a technology related field OR a combination of technology certifications and 2-3 years IT Infrastructure environment
Service Delivery experience with IT Managed Services
Strong technical background in the IT managed services industry
ITIL certification preferred
Experience with projects and infrastructure Implementations (oversight and communication)
Microsoft Office proficiency – presentations, document and process creation skills, communication notes
Strong communication skills at all levels of organizations

APPLY NOW