Technical Account Manager

Planet Technologies, the Nation’s leading Microsoft services provider to the public sector, is looking for a highly motivated individual to join our growing team as Technical Account Manager. In this role, you will be supporting impactful projects that make a difference for our country.

 

As a member of the Managed Services team this position is focused on providing customers with a voice, support, guidance, and resources to facilitate customer business objectives and success utilizing Planet’s managed services offerings. This role will work to ensure that Planet’s Advantage Services are delivered, and maintained in a way that meets the needs and expectations of our clients in a large organization and has managed a team of engineers. 

Responsibilities

• Manage, support and service assigned set of accounts with focus on customer retention providing daily customer support interactions with the Managed Services Engineers and Consultants
• Service Delivery to manage the delivery of IT services to clients, ensuring that service levels are met or exceeded, and that any issues are resolved in a timely and effective management.  
• Identify ways to increase customer satisfaction and increase value-add for customers.
• Identify customer service opportunities and manage and direct the work of the customer’s technical resources.
• Serve as a stable escalation and contact point for support requests and escalations on behalf of our customers. “First” escalation point on from Engineers should be the Customer Service Managers.
• Coordinates with other Managing Architects and Technical resources at Planet when a technical escalation is needed beyond the Managed Services Team.
• Coordinate internally with Account Executives to ensure they are looped into any issues or potential additional work opportunities of their clients.
• Coordinate with the managed services Managing Architect for technical resources assignment and allocation.
• Responds to customer technical issues and drives resolution.
• Manage annual renewals providing customer with both quantitative and qualitative proof of value, add-on sales, and service opportunities with the ability to provide insight into other managed services offerings provided by Planet
• Produces monthly internal and customer reports to ensure that managed services customers are accurately invoiced.
• Manage hourly ad hoc (OLC) contract work as project manager according to project management methodologies published by Planet’s PMO
• Management of Microsoft FastTrack engagements

Qualifications

• Five (5) years of experience with IT customer account management, IT managed services, or IT project management preferably in a Managed Services organization 
• Previous experience effectively working in large remotely based teams and managing multiple complex projects simultaneously
• The ability to assimilate information quickly, think on your feet and manage multiple priorities effectively
• Exceptional skills with managing customer expectations and the experience providing "trusted advisor" level service
• Experience with CRM and helpdesk systems as well as knowledge of Microsoft tools and systems is a plus
• Ability to identify when and how to escalate issues effectively
• Technical Abilities include the ability to read and understand complex business requirements. 
• Awareness of current development trends and demonstration of continuous learning. 
• Bachelor’s degree and PMP certifiation preferred.