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Benefits:
Job title: Technical Account Manager (POD Manager)
Location (2): NYC & Fort Lauderdale, FL
My client is a well-established, rapidly growing technology solutions and managed services provider based out of New York and Florida, executing top-tier IT services in multiple states. My client is a cloud first company, and they implement the latest and greatest cloud technologies for their clients who are primarily in highly regulated industries.
High Level Responsibilities:
Oversee and manage:
- Clients
- Service Desk Engineers (Part of POD) (Not Service Desk function
- Field Engineers (Part of POD)
Client and Service Management:
- 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 customers adoption of Chelsea Tech solutions
- Ensure full and efficient utilization of technical resources to accommodate customer needs
- Achieve and exceed weekly, monthly and yearly customer targets and defined Key Performance Indicators from 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 responsibe) for successful patching, backups, cybersecurity and compliance requirements
- Oversee Major incident management (Led by Senior Engineers) and Change control
Customer Service:
- Liaison between the organization and the customer with a focus on getting the promised services delivered.
- Function as the customers 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
Business relationship (Trusted Advisor):
- Establish a trusted advisor relationship across the customer's organization, from Executive Sponsors to day-to-day contacts, to ensure customers are getting value from our products and services.
-Assess, recommend, and partner with their customer base to align the business and technology needs of their customers
-Strategic planning with an ability to think ahead and plan over a 6-12-month time span
-Visit client site monthly or quarterly to conduct meetings.
Proactive:
- Work closely with Professional Services (CSG) and Ops to identify new opportunities and facilitate transitions following initial or follow-on deployments.
- You anticipate dissatisfaction, proactively seek to solve, or avoid it, and when feedback is provided you onboard it squarely with the intent to address it.
Reporting and Analysis:
- 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 in reference to assigned accounts (Projects, Service Desk KPIs, Escalations, Customer concerns, Oppurtunities, Possibilities)
- Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations, in alignment with current and new products.
Technical:
- Complete end-to-end understanding of client's environment from 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)
Time and Expense Management:
- Ensure the defined expense and timekeeping process(es) are followed by the the team (POD) including Billable and non-billable, work types, deadlines to submit timesheets and expense sheets, and disciplinary process in case of team not following process(es).
- Audit timesheets and expense sheets to ensure entries are documented correctly as per protocol.
- Responsible and accountable to submit timehseets and expense sheets on time and accurately
Documentation:
- Gain deep understanding of products and services, and translate complex information into simple, polished, engaging content
- Develop and maintain detailed database of reference materials, including research, usability tests, and design specifications
Process Improvement:
- Identify process issues impacting customers and/or internal.
- Help develop process (workflows) to define lifecycle of all service areas from customer perspective and internal as well (Service requests, incident management, change control, patching, backups, procurement, e.t.c)
Process Improvement:
- Coordinate people and processes to ensure that projects are delivered on time and produce the desired results.
- You will be the go-to person for everything involving a projects organization and timeline
- Developing detailed project plans
- Ensuring resource availability and allocation - Coordinate internal resources and third parties/vendors for the flawless execution of projects
- Ensure that all projects are delivered within scope and within budget
- Establish a Deadline and Monitor the Progress of the Project
- Report and escalate to management as needed
-Manage the relationship with the client and all stakeholders
Vendor Management:
- Developing and sustaining long-standing relationships with company-approved vendor
- Meeting with suitable vendors to assess their products, inquire about their services, negotiate pricing, and communicate any product or service-related concerns.
- Conducting research on available vendors to determine which vendors is aligned the most with client's needs and offer the best value
Compliance:
Accountable (Not responsible) - Ensure following is in place:
- Major Incident Management and Change Control Protocols
- Develop patching schedule
- Successful patching of all required systems (With schedule in place)
- Develop Quarterly Maintenance schedule
- Quarterly Maintenance schedule (In place and follow through) - Business Continuity (BCP) and Disaster Recovery (DR) to be tested every quarter
- MFA (On all entry points)
- Geo-locations restrictions
- Product Lifecycle Management (Equipment renewals, Disposal)
- Maintain Baseline configuration - Across the board
- 401(k)
- Competitive salary
Job title: Technical Account Manager (POD Manager)
Location (2): NYC & Fort Lauderdale, FL
My client is a well-established, rapidly growing technology solutions and managed services provider based out of New York and Florida, executing top-tier IT services in multiple states. My client is a cloud first company, and they implement the latest and greatest cloud technologies for their clients who are primarily in highly regulated industries.
High Level Responsibilities:
Oversee and manage:
- Clients
- Service Desk Engineers (Part of POD) (Not Service Desk function
- Field Engineers (Part of POD)
Client and Service Management:
- 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 customers adoption of Chelsea Tech solutions
- Ensure full and efficient utilization of technical resources to accommodate customer needs
- Achieve and exceed weekly, monthly and yearly customer targets and defined Key Performance Indicators from 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 responsibe) for successful patching, backups, cybersecurity and compliance requirements
- Oversee Major incident management (Led by Senior Engineers) and Change control
Customer Service:
- Liaison between the organization and the customer with a focus on getting the promised services delivered.
- Function as the customers 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
Business relationship (Trusted Advisor):
- Establish a trusted advisor relationship across the customer's organization, from Executive Sponsors to day-to-day contacts, to ensure customers are getting value from our products and services.
-Assess, recommend, and partner with their customer base to align the business and technology needs of their customers
-Strategic planning with an ability to think ahead and plan over a 6-12-month time span
-Visit client site monthly or quarterly to conduct meetings.
Proactive:
- Work closely with Professional Services (CSG) and Ops to identify new opportunities and facilitate transitions following initial or follow-on deployments.
- You anticipate dissatisfaction, proactively seek to solve, or avoid it, and when feedback is provided you onboard it squarely with the intent to address it.
Reporting and Analysis:
- 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 in reference to assigned accounts (Projects, Service Desk KPIs, Escalations, Customer concerns, Oppurtunities, Possibilities)
- Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations, in alignment with current and new products.
Technical:
- Complete end-to-end understanding of client's environment from 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)
Time and Expense Management:
- Ensure the defined expense and timekeeping process(es) are followed by the the team (POD) including Billable and non-billable, work types, deadlines to submit timesheets and expense sheets, and disciplinary process in case of team not following process(es).
- Audit timesheets and expense sheets to ensure entries are documented correctly as per protocol.
- Responsible and accountable to submit timehseets and expense sheets on time and accurately
Documentation:
- Gain deep understanding of products and services, and translate complex information into simple, polished, engaging content
- Develop and maintain detailed database of reference materials, including research, usability tests, and design specifications
Process Improvement:
- Identify process issues impacting customers and/or internal.
- Help develop process (workflows) to define lifecycle of all service areas from customer perspective and internal as well (Service requests, incident management, change control, patching, backups, procurement, e.t.c)
Process Improvement:
- Coordinate people and processes to ensure that projects are delivered on time and produce the desired results.
- You will be the go-to person for everything involving a projects organization and timeline
- Developing detailed project plans
- Ensuring resource availability and allocation - Coordinate internal resources and third parties/vendors for the flawless execution of projects
- Ensure that all projects are delivered within scope and within budget
- Establish a Deadline and Monitor the Progress of the Project
- Report and escalate to management as needed
-Manage the relationship with the client and all stakeholders
Vendor Management:
- Developing and sustaining long-standing relationships with company-approved vendor
- Meeting with suitable vendors to assess their products, inquire about their services, negotiate pricing, and communicate any product or service-related concerns.
- Conducting research on available vendors to determine which vendors is aligned the most with client's needs and offer the best value
Compliance:
Accountable (Not responsible) - Ensure following is in place:
- Major Incident Management and Change Control Protocols
- Develop patching schedule
- Successful patching of all required systems (With schedule in place)
- Develop Quarterly Maintenance schedule
- Quarterly Maintenance schedule (In place and follow through) - Business Continuity (BCP) and Disaster Recovery (DR) to be tested every quarter
- MFA (On all entry points)
- Geo-locations restrictions
- Product Lifecycle Management (Equipment renewals, Disposal)
- Maintain Baseline configuration - Across the board
