Technical Account Manager

Technical Account Manager

This is a relationship-building position measured in client satisfaction. If you enjoy working with people, forging relationships, and advocating persistently, you will find this position highly rewarding. As Spinen continues to expand, we are looking for a Client Relations Specialist to navigate our transition into the next stages of growth. Candidates who enjoy actively helping define their duties are encouraged to apply.

We are an innovative IT group seeking proactive, passionate people who love serving clients. A Client Relations Specialist acts as the point of contact for our clients. They build mutually beneficial relationships, always striving to find the products which best fit the needs of the client. Our primary goal is to provide superlative customer service, always.

The Client Relations Specialist should have a holistic approach when connecting the client’s IT business needs to Spinen’s services. To illustrate, a day to day can include assisting clients in the selection of a new vendor for EMR, assessing internet connectivity and making recommendations, preparing budgets for the upcoming year, etc.

To succeed in this position, candidates should exhibit high-quality communication, computer, and problem-solving skills. You should also be resourceful, analytical, adaptable, and organized.

No calls, please. We will contact candidates selected for interview.

Supervisory Duties:

• None

Duties/Responsibilities:

• Cultivate and maintain relationships with clients, vendors, and Customer Success team.
• Assists the vCIO with ensuring clients have every technical advantage they need to run their business efficiently and securely.
• Identifying technical opportunities in the client business and ways to resolve them.

• Identifying business areas that can be streamlined and automated.
• Awareness of all ongoing initiatives for the client: open tickets, ongoing projects, open opportunities, annual budgets, forecasting future expenses.
• Maintain up-to-date knowledge of the client’s industry trends.
• Facilitating strategic discussions with clients to enhance their business in the future.
• Attending and leading Quarterly Business Reviews with clients.

• Understanding the importance of CRM hygiene, documenting notes for each client interaction to create a central repository for the Customer Success team.
• Communicating the progress of monthly and quarterly initiatives to the client and internal team.
• Serve as the liaison between the client and the infrastructure team by successfully onboarding new clients.
• Consciousness of clients' needs such as: equipment replacement or upgrades for clients.
• Respond to client’s escalated technical questions and concerns.

• Facilitating user training on new or existing tools.
• Assisting with quoting, vendor management and deal registrations.
• Creates and presents technical services, consulting agreements, SOWs and supporting documents to clients.
• Partnering with Solutions Architect to determine solutions that best suit individual client needs.
• Practicing consultative sales; that is, collaborating with clients to ascertain their needs and providing recommendations to best meet those needs rather than recommending solutions to maximize the profit margin.

• Other duties as assigned.

Required Skills/Abilities:

• Effectively combine communication skills with industry/company knowledge to articulate Spinen’s vision and strategy, while showing our business value and impact to clients.

• Ability to conduct B2B presentations
• Excellent analytical, logical thinking, and critical thinking skills
• Ability to explain complex solutions at a high-level
• Excellent sales and customer service skills with proven negotiation skills.
• Set and manage appropriate prospect or client expectations regarding proposed solution from presale, sales, and post-delivery

• Strong organizational skills with attention to detail.
• Proficient with Microsoft Office Suite or related software.
• Ability to work independently and as a member of the sales team
• Understanding of MSP, Security, and Cloud business model

Required Experience:

• At least 3 years of experience as an Account Manager or consultative sales representative, while consistently meeting/exceeding sales targets

Preferred Experience:

• Experience with quoting tools (ex. Quosal-ConnectWise Sell)
• Experience with ConnectWise Manage
• Experience with online collaboration tools (ex. Clickup)

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift fifteen pounds at times.
• Must be able to travel offsite for client meetings