Technical Account Manager

Purpose of the Position

The role of the Technical Account Manager is to build and maintain strong client relationships to help them achieve technical/business goals and overcome technical challenges.  This is accomplished by being able to work successfully and collaboratively with all departments within 5Q. 

Essential Duties and Responsibilities

  • Build and maintain strong client relationships, especially with key client stakeholders and sponsors

  • Understand client needs to find opportunities to proactively identify growth / operational maturity opportunities

  • Coordinate client escalations around technical requests and/or projects

  • Provide exceptional client experience

  • Manage client expectations, always leading them to client satisfaction

  • Make sure all deliverables arrive on time and fulfill clients’ requirements

  • Keep track of key account metrics and develop reports/dashboards for your clients

  • Communicate status/progress to both internal and external stakeholders

  • Gather client requirements and work with other departments within 5Q as needed to ensure solutions are supportable and meet related standards prior to suggesting to client

  • Performing other duties as assigned

 

Knowledge, Skills, and/or Abilities Required

  • Proven track record of Technical Account Management, vCIO knowledge or other relevant experience

  • Prefer minimum of 4 years in help desk operations and support or equivalent

  • Prefer 4-year MIS degree or equivalent

  • Prefer 2 years of business analyst experience including requirements gathering and documenting, business process analysis, problem solving, and solution implementation

  • Experience in managing multiple stakeholders and projects 

  • Strong listener who is client-oriented and attentive to their needs (two ears, one mouth)

  • Strong problem solver, critical thinker, analytical and facilitation skills

  • Team player

  • Excellent time-management skills

  • Excellent interpersonal and communication skills

  • Experience and strong knowledge in Microsoft Office

  • Experience in using software for sales/deals such as Hubspot

  • Ability to learn and support new applications.

  • Advanced knowledge of IT operations

 

Physical Demands/Work Environment

  • Ability to use a keyboard to enter and retrieve data

  • Must have good eyesight to view computer monitor and phone

  • Lifting and/or carrying of 15-30 lbs. or more

  • Travel is likely, and variable based on project assignments

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5Q provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.  The Company complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.