Technical Account Manager - JFR Staffing

Mission: 

My client is looking for a Technical Account Manager to be responsible for the satisfaction of a portfolio of clients. The Technical Account Manager is the client liaison within the company and ensues the client's needs are met by interfacing with the other internal departments. This role is largely client facing and will require frequent day to day interaction with executives, facility administrators, office managers and/or other key points of contact. An in-depth knowledge and understanding of the clients’ business are necessary to be successful in this position.

The candidate would initially be placed in an Associate Client Coordinator role while their portfolio of clients was built. On a periodic basis additional clients and responsibilities would be added, and once they assume full responsibility of their portfolio the position would transition into a Client Coordinator role.

Expected Outcomes:

• Ensure the client’s needs are met and clients are satisfied at all times
• Own and manage the end-to-end portfolio of clients’ post-sales
• Conduct weekly, monthly, and quarterly client engagements (remote and onsite) to improve client care
• Facilitate Quality Assurance surveys with clients on a regular basis
• Coordinate product fulfillment requests between clients and procurement team
• Act as primary point of contact for clients’ inquiries as it relates to billing, services and feedback
• Resolve various conflicts/issues with clients as it pertains to services rendered, fulfillment requests or billing.
• Identify clients’ needs for training, additional services, or modification of services
• Interact and coordinate with other business functions such as Support, Projects and vCIO working on the same account
• Ensure that service requests are properly resolved
• Make proactive calls to ensure clients are satisfied
• Take a personal interest in and responsibility for the quality of work performed or associated with
• Follow all company policies and best practices such as accurate time tracking
  

Competencies:

• Desire to work on the customer-facing side of a tech company
• Intermediate IT knowledge
• Strong interest in IT
• Working knowledge of Microsoft Office applications
• Ability to pay close attention to detail
• Self-motivated with the ability to work in a fast-moving environment
• Strong interpersonal skills including phone manner, written communication, and client-care
• Ability to multi-task and take initiative and ownership of assigned tasks
• Hardworking and dedicated outlook
• Good collaboration and teamwork abilities
• Ability to take direction and absorb information quickly
• Have a strong positive attitude, and a genuine love of customer service
• Demonstrates ability to learn quickly, work independently, and work through issues with minimal escalation