Senior Technical Account Manager

Why clients love us:  

We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!  

The value you bring: As a senior member of the managed services Field Team, the Senior Technical Account Manager will provide the highest-level technical support and technical strategy road-mapping to assigned managed services clients within a 24/7/365 environment. As a highly visible member of our team, this individual will work at Managed Solution’s headquarters and at various client sites. He or she will be responsible for the following:

• Accountability for overall client ownership from a technical perspective, ensuring and coordinating client issue resolution in accordance with Service Level Targets and ensuring the successful development and implementation of client IT strategy. The Senior Technical Account Manager will work with our most complex/largest Platinum-level clients to ensure overall satisfaction with our managed service delivery.
• Acting as the senior-most technical resource for client issue/problem escalation within the managed services department. Resolving complex troubleshooting issues across a range of technologies (networking, server, etc.). Guides resolution efforts of help desk and Field Engineer resources for escalated issues, providing Subject Matter Expert-level knowledge on a range of technologies.
• Assessing and understanding the technical needs of clients, as well as a nuanced understanding of the business objectives of the client. The Senior Technical Account Manager will act as a consultant, making necessary recommendations of technical solutions to solve business problems.
• Managing problem and incident resolution activities within assigned client portfolio and communicating effectively with sales and other stakeholders regarding technical or service issues/at-risk clients.
• Accountability for managed services clients’ infrastructure and server maintenance, including the development of a technical strategy for ongoing management in accordance with the client’s business goals.
• Mentoring and supervising daily activities of Field Engineer staff. Provide feedback to Field Engineers in accordance with company and departmental policies. Acts as onsite back-up in absence of Field Engineer.
• Periodically traveling onsite to clients to address technical needs or concerns and/or to conduct regular reviews of service.
• Performing technology project services as well as T&M work (non-project) for assigned clients.
• Accountability for ensuring the successful management of client server and desktop agent counts, as well as communication with accounting team for timely/accurate billing.
• Accountability for ensuring documentation management for clients.
• Compliance with all company policies, procedures, and standards.
• Other related responsibilities as assigned.

Education and Work Experience Requirements:

• An associate or bachelor’s degree in computer science or related field, plus 10+ years of IT experience, including 3+ years of experience in a Technical Account Manager, Senior IT Manager, IT Director, or equivalent position. Equivalent combinations of education and/or experience will be considered. 
• Prior experience in an outsourced IT services provider required, including experience leveraging and administering ticketing/reporting/documentation tools.
• Demonstrated ability to provide both strategic direction and operational support to clients and team members.
• Demonstrated dedication to outstanding customer service and a drive to deliver exceptional service to both internal and external team members. Demonstrated ability to communicate effectively at different levels regarding complex technical problems, resolution efforts, remediation strategies, and technical road-mapping.
• Strong organizational and technical problem-solving skills. Experience prioritizing multiple responsibilities in a fast-paced environment.
• Demonstrated success in a leadership/mentorship capacity strongly preferred.
• Excellent oral and written English communication skills, including strong presentation and relationship-building skills.
• Integrity and the ability to maintain confidentiality. 
• Demonstrated strong levels of integrity and the ability to maintain confidentiality, as well