Technical Account Manager / Vcio - For Msp/Mssp

What this role will entail: The Virtual CIO (vCIO) position is a Full-Time, Client-Facing key role in our service delivery offering to our clients. The vCIO is considered an executive partner to our clients and works directly with client C-Suite to understand their business needs and how technology can help them best achieve these needs. The vCIO also works closely with our internal teams to make sure the client is aligned to business standards through Technology Business Reviews and infrastructure improvement projects. The vCIO is critical in helping clients mitigate risk and increase productivity.

POSITION DESCRIPTION

POSITION TITLE: VIRTUAL CHIEF INFORMATION OFFICER (VCIO)

POSITION OBJECTIVE

Establishing and maintaining Client business level strategic relationships, then utilizing and building on these relationships to better understand Clients’ business goal and objectives. The vCIO is responsible for establishing technology budgeting and strategic roadmaps for Clients that reduce business risk, facilitate technology improvements and achieve business outcomes and/or goal for the client’s business.

REPORTING STRUCTURE

This position reports directly to the Operations Manager and indirectly to the Director.

PRINCIPAL DUTIES

· Identify, align and communicate all proposals and recommendations to clients’ desired business objectives and/or outcomes and measure success when desired outcomes are achieved, not when solution is sold or implemented.

· Oversee up to 40 Managed Services clients, understanding their business goals and assisting them to drive business results through technology solutions.

· Understand vCIO objectives, as well as the role and function of internal team members.

· Fully read and have comprehensive knowledge, including ability to answer a wide range of client and peer questions about company MSA and various Services included, not included and details for Managed IT, Managed Cybersecurity, Managed Cloud Services.

· Establish at least 1-year advanced Quarterly themes of business discussion topics, to discuss with clients as part of their QBR.

· Establish and maintain an FAQ for frequently asked questions about our services, contracts, policies, and procedures so that when clients ask questions the AM has a centralized.

· Act as Project Manager for all client related projects, including but not limited to regularly meeting with Professional Services & TAM teams to stay abreast of project statuses, help drive Projects to successful completion and regularly communicate project updates to clients.

· Perform regular onsite & remote Technology Business Reviews with Clients.

· Maintain frequent remote unique touches with Clients.

· Maintain, plan and develop a strategic roadmap profile for each Client.

· Complete vCIO alignment reviews, based on Technology Alignment Reviews.

· Maintain clear and precise business and alignment objectives for each Client.

· Maintain Clients’ technology budgets.

· Contribute to the maintenance of the predictieIT Way standards library.

· Become a valued member and thought leader of the Standards and Alignment Committee.

· Design and present technology proposals.

· Develop and manage Professional Services Project Hours annual backlog, aligning projects with Technology Roadmaps and prioritization of schedule.

· Design and maintain process and procedural documentation of Company tools and applications.

· Provide accurate reports and metrics to Company management on the status and performance of Company tools and applications.

· Maintain up to date version knowledge and certification (where applicable) of Company tools and applications.

· Proactively plan, oversee, coordinate, track and run assigned project tasks.

· Provide regular project reviews and reporting to the Operations Manager and Director as required.

· Oversee assigned projects in terms of resourcing, quality, and output to maximize both the time and cost outcomes for the Company.

· Maintain high positive Client and user satisfaction and relationships.

· Keep abreast of the development of relevant IT and telecommunication systems, hardware and software applications within the industry.

· Implement, participate and promote Quality Assurance (QA) objectives, processes and procedures of the Company.

· Conduct thorough checking and self-checking of information and documentation.

· Maintain project files and keep documentation in order.

· Assist in the training, mentoring and development of staff.

· Perform general office duties as required.

· Liaise with, manage and advise Clients, other consultants, and contractors and attend meetings as required.

· Perform other appropriate duties and responsibilities as assigned by the Operations Manager.

· Adopt continuous learning and improvement processes in all aspects of the position.

· Implement, participate and promote Company Policies and Procedures, including Work Health and Safety (WHS) requirements.

KEY SKILLS & EXPERIENCE

QUALIFICATIONS

· Tertiary qualifications in Business development/Computer Science/Information Technology or equivalent.

· Appropriate Driver’s License based on primary job role location.

EXPERIENCE/SKILL LEVEL REQUIRED

· Strong all-round knowledge of IT and telecommunications infrastructure, hardware and software applications.

· Demonstrated experience and knowledge of network and workstation operating systems, and Microsoft Windows operating system.

· 3+ Years of IT experience working with Active Directory, O365, Windows OS, Cisco

· Demonstrated experience with web and internet technologies.

APTITUDE & INTERPERSONAL SKILLS

· Strong communication (written and verbal) and interpersonal skills.

· High level organizational, project management, coordination, and prioritization skills.

· Strong problem-solving skills and self-learning.

· Show initiative when undertaking tasks.

· Able to work well both within a team environment and autonomously.

· Good task management and multi-tasking skills.

· High degree of confidentiality.

· High degree of punctuality.

· Ability to take, interpret and follow instructions.

· Customer service orientation.

· Ability to work with staff at all levels of the Company.

· Committed towards undertaking duties efficiently with a strong attention to detail.

· Professional personal presentation.

· Awareness of and ability to work in accordance with Company Policies and Procedures.

KEY PERFORMANCE INDICATORS (KPIS)

· Improvements to the efficiency of other delivery areas.

· Maintenance of an up-to-date vCIO playbook

· # of client unique touches as set by the Operations Manager and the Director.

· # of Technology Business Reviews as set by the Operations Manager and the Director.

· Budget and strategic Client planning for 1-3 years in advance.

· Generation of 30% (of total Client monthly MRR revenue) as non-recurring revenue Professional Services.

· Customer and staff satisfaction.

· Satisfactory achievement of ongoing targets, goals and objectives as set by the Operations Manager and the Director.

· Accuracy of work undertaken, information and advice provided.

· Following of instructions and completion of tasks in a timely, accurate and efficient manner which meet the requirements of the company, client and required regulatory standards.