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Planet Technologies

Posted 23 days ago

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Technical Account Manager

Eastern US - RemoteRemoteFull-time

AI Summary

Manages assigned customer accounts in a managed services environment, providing support, guidance, and escalation handling to ensure service levels are met and customer business objectives are achieved.

About this role

Planet Technologies, the Nation’s leading Microsoft services provider to the public sector, is looking for a highly motivated individual to join our growing team as Technical Account Manager. In this role, you will be supporting impactful projects that make a difference for our country.
As a member of the Managed Services team this position is focused on providing customers with a voice, support, guidance, and resources to facilitate customer business objectives and success utilizing Planet’s managed services offerings. This role will work to ensure that Planet’s Advantage Services are delivered, and maintained in a way that meets the needs and expectations of our clients in a large organization and has managed a team of engineers.

Responsibilities

  • Manage, support and service assigned set of accounts with focus on customer retention providing daily customer support interactions with the Managed Services Engineers and Consultants
  • Service Delivery to manage the delivery of IT services to clients, ensuring that service levels are met or exceeded, and that any issues are resolved in a timely and effective management.
  • Identify ways to increase customer satisfaction and increase value-add 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 our customers. “First” escalation point on 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.
  • Coordinate internally with Account Executives to ensure they are looped into any issues or potential additional work opportunities of their clients.
  • Coordinate with the managed services Managing Architect for technical resources assignment and allocation.
  • Responds to customer technical issues and drives resolution.
  • Manage annual renewals providing customer with both quantitative and qualitative proof of value, add-on sales, and service opportunities with the ability to provide insight into other managed services offerings provided by Planet
  • Produces monthly internal and customer reports to ensure that managed services customers are accurately invoiced.
  • Manage hourly ad hoc (OLC) contract work as project manager according to project management methodologies published by Planet’s PMO
  • Management of Microsoft FastTrack engagements

    • Qualifications

  • 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 with managing customer expectations and the experience providing "trusted advisor" level service
  • Experience with CRM and helpdesk systems as well as knowledge of Microsoft tools and systems is a plus
  • Ability to identify when and how to escalate issues effectively
  • Technical Abilities include the ability to read and understand complex business requirements.
  • Awareness of current development trends and demonstration of continuous learning.
  • Bachelor’s degree and PMP certifiation preferred.

    • Skills

    Business Requirements AnalysisCRMEscalation ManagementHelpdesk SystemsInvoice ManagementManaged ServicesMicrosoft FastTrackMicrosoft ToolsOLC Contract ManagementPMPProject Management MethodologiesService Delivery

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