TECHNICAL ACCOUNT COORDINATOR

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Key Areas of Responsibility

Technical Account Coordinator (TAC) responsibilities include developing long-term relationships with small business clients, connecting with key business executives and stakeholders, to be able to grow and retain client accounts. The TAC will manage and develop client accounts to initiate and maintain favorable relationships, and to ensure the client aligns with our business best-practices and standards.
The TAC works remotely from our client sites, performing top-down audits of their business and performing proactive tech work and documentation. The TAC is expected to achieve or surpass their sales targets by capturing opportunities for growth and standardization within their accounts, while utilizing the support of internal teams and the Director of Business Development and Client Success.

  • Owns the Managed Service Agreement (MSA), ensuring its satisfactory delivery, and effective interpretation for clients. Manages client expectations, and ensures their understanding of all item on the signed agreement; 
  • Maintains an ongoing understanding of the client’s business from the top-down (application and technology) and staying up-to-date on the evolution of their business;
  • Develops documentation to support any environmental changes that cannot be performed within the MSA, and utilizing the Design Architects for advanced, customized solutions;
  • Conducts Quarterly full-day on -sites, performs business reviews to ensure efficient MRR reconciliation, and solutions are being delivered to the client’s satisfaction;
  • Proactively solves Tier 1 & 2 technical support issues, when onsite, that are covered in the MSA such as desktops, applications, networking equipment, back-up appliances and mobile devices;
  • Maintains accurate documentation of client networks and information in our internal documentation software;
  • Maintains the client relationship, while also being the FM standards advocate, and ensuring the client remains profitable, or are on a path to becoming profitable;
  • Identifies new business relationship opportunities, and secures referrals;
  • Updates and manages opportunities and communications within our CRM and PSA systems daily;
  • Creates action plans for at-risk accounts.

SKILLS & KNOWLEDGE REQUIREMENTS

We're flexible but these are a must:

  • 5 years of progressive experience in an IT-related field providing technical support to users;
  • Valid driver’s license with regular access to a vehicle and a clean abstract;
  • To be available from Mon-Fri, 8am-5pm and evenings/weekends as situationally required;
  • Strong knowledge of all things Microsoft;
  • Proven problem-solving ability to work rapidly in high pressure situations;
  • Customer service experience;
  • Exceptional demonstrated English verbal and written communication abilities;
  • Ability to translate technical discussions to non-technical customers to fulfill understanding; 
  • Self-starter able to work with minimal supervision

If you're ready to apply, click here