The Technical Account Manager is responsible for responsible for ensuring client success post-onboarding. This role involves managing and nurturing client relationships, ensuring contract profitability, client retention and driving increased wallet share. Tasks will involve a combination of pre-scheduled and ad hoc consulting in support of the client’s business strategy. Success of this role is measured by managing to acceptable financial targets and customer satisfaction thresholds made part of key KPIs.
Essential Functions
- Develop and maintain business relationships with clients’ key decision makers and act as a direct point of contact.
- Understand client’s business strategy (including goals, objectives, and challenges) and proactively provide solutions and recommendations to drive their success.
- Conduct regular technical and operational meetings with clients to assess their satisfaction and identify areas of improvement.
- Assist clients with getting the most out of investing in Marco’s services.
- Collaborate with internal teams to ensure seamless delivery of products and services to clients.
- Participate in client technology steering meetings, acting as a trusted advisor providing guidance and insights on industry trends, best practices, and product enhancements.
- Internally knowledge share client strategies, initiatives, changes and assure documentation in internal tools is updated in a timely manner.
- Deliver Client Business Reviews to maintain a multi-year technology roadmap with a now, near, far execution strategy.
- Identify upsell and cross-sell opportunities to maximize client value and maximize revenue growth, including subscription and contract renewals.
- Participate in Marco project meetings regarding client projects in process.
- Assist in resolution of client issues and concerns in a timely and effective manner, escalating as necessary.
- Manage the required non-traditional work hours to meet job duties and responsibilities.
- Act in accordance with Marco policies and procedures as set forth in the employee handbook.
- Uphold Marco’s business ethics by supporting Marco’s vision, mission, and values.
- Exemplify the Gold Standard Experience through every interaction.
- Attend required company and department meetings.
Qualifications
- Bachelor's degree; or equivalent combination of education and experience.
- Experience with service management concepts, systems testing, and evaluation methods (e.g. ITIL v4).
- Experience with Managed IT and/or Managed Print Service desired.
- Valid Driver’s License, proof of personal insurance and an acceptable driving record.
Required Skills
- Natural aptitude for outcome-based reasoning.
- Demonstrate excellent verbal and written communication skills with internal and external clients.
- Self-starter, ability to plan and implement sales strategy with limited supervision.
- Ability to thrive in a competitive, goal-driven environment.
- Excellent organizational skills with the ability to maintain accurate and detailed records of sales activity.
- Ability to prioritize responsibilities and to operate with changing priorities.
- Demonstrate ability to work effectively and professional with all types of people and situations.
- Demonstrates a strong attention to detail to ensure accuracy and quality.
- Strong desire to collaborate and help others achieve sales success, anticipate their needs and take initiative to ensure positive sales outcomes.
- Proficient with business collaboration tools including Microsoft Office Suite, CRM and company specific programs.
