Technical Account Manager

Purpose of the Position

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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. 

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Essential Duties and Responsibilities

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• 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

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• 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