Account Manager/ IT Operations Coordinator

We are seeking an individual with exceptional interpersonal skills, a proactive "can-do" attitude, and a strong focus on delivering top-notch customer service for the role of Technical Account Manager/Operations Coordinator. In this position, you will play a crucial role in ensuring our clients receive unparalleled white-glove service.

If you are someone who enjoys taking clients out for a drink or lunch to build and keep strong relationships, this could be you!!!

Responsibilities:

• Solid understanding of managed services agreements of assigned clients.
• Oversee customer activities as it pertains to Managed Service Operations.
• Actively ensure there is a roadmap in place for each of your accounts.
• Supervise and facilitate the customer s adoption of MSP solutions.
• Ensure full and efficient utilization of technical resources to accommodate customer needs
• Achieve and exceed weekly, monthly, and yearly customer targets and define Key Performance Indicators from the service perspective.
• Conducting service and business reviews with clients.
• Ensure SLAs are met on all Service Requests (Across all SLA priorities) including daily operations and projects.
• Accountable (not responsible) for successful patching, backups, cybersecurity and compliance requirements.
• Oversee Major incident management (Led by Senior Engineers) and Change Control
• Liaison between the organization and the customer with a focus on getting the promised services delivered.
• Function as the customer s single point of contact for escalations, problem identification and resolution for issues.
• Excellent problem-solving skills - including crisis management, communication, issue tracking, triaging, and providing value-based recommendations.
• Ability to aggregate data from multiple sources to prepare and deliver weekly, monthly and quarterly business reviews.
• Timely execution of standard customer meetings and reviews for your defined accounts weekly, monthly, and quarterly.
• Provide weekly internal reporting to Executive management on overall Operations about assigned accounts (Projects, Service Desk KPIs, Escalations, Customer concerns, Opportunities, and Possibilities).
• Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendations, in alignment with current and new products.
• Help develop processes (workflows) to define the lifecycle of all service areas from the customer perspective and internal as well (Service requests, incident management, change control, patching, backups, procurement, etc.)
• Project Management.

Skills and Experience:

• Possess 2 to 3 years of experience in Professional Service Delivery, Account Management, and Operations coordination.
• Prior experience with Managed Services Providers (MSP) is preferred but not mandatory.
• Demonstrate excellent customer service, problem-solving, and critical thinking skills.
• Exhibit strong verbal and written communication skills.

Technical:

• Complete end-to-end understanding of the client's environment from a technical perspective
• Infrastructure (Design, Network (Equipment), Servers, Circuits, Cloud Platforms, Layer 2 and Layer 3 Connectivity, End-user computing, Mobile devices, Backups).
• Security and Compliance (Policies - Backups, MFA, Geolocations restrictions, Companies do's and don'ts, Business Continuity (BCP), Disaster Recovery (DR), Change control)