Technical Account Manager

Introduction to Silverado

Silverado Technologies is an award-winning, woman-owned Information Technologies firm that has been supporting businesses throughout Southern Arizona for more than twenty years. We empower business growth through technology. Providing our clients with real solutions and world class service that starts with understanding – and more importantly really caring about – the client’s goals and concerns.

At Silverado, our most valuable resource is our people. Our team is made of skilled, passionate professionals that are always learning and mentoring. We value teamwork as well as a positive and collaborative environment. Our culture encourages, supports, and celebrates our staff by valuing work-life synergy, offering flexible time off and promoting community involvement with staff-selected charities. Regularly hosted company social events during office hours encourage our staff to connect and get to know each other in a relaxed setting.

Description

The Technical Account Manager (TAM) is a strategic role that encompasses managing client accounts, fostering relationships, and driving sales initiatives that benefit the client. As a TAM, you are the liaison between Silverado and our clients, helping our clients understand how technology can impact and benefit their business.

The successful TAM will be responsible for harnessing the power of Silverado’s service offering to deliver innovative solutions to our clients and working collaboratively across the organization to develop and maintain successful service delivery and client retention. The TAM must be a creative and strategic thinker, who has strong interpersonal skills, both oral and written. You must also be a problem solver, ready to tackle an issue or answer a question in support of their clients. Additionally, you should be highly organized and able to thrive in a high volume, fast-paced and team-oriented environment, as well as have a technical acumen for IT services and IT sales.

Expectations/Responsibilities:

• Manage a book of business consisting of assigned accounts and clients. This includes but is not limited to owning the overall relationship with assigned clients, being responsible for total client experience, and serving as primary liaison.
• Become a trusted advisor for assigned clients on how to best leverage Silverado and when to introduce appropriate Silverado service and/or partner resources, including yearly IT budgets and planning meetings to document recommended projects and hardware.
• Act as the subject matter expert for clients regarding Silverado products and services to identify upsell, cross-sell, and renewal opportunities within assigned accounts.
• Research and prepare quotes for hardware and IT projects.
• Work at a high level within assigned accounts, developing and maintaining effective working relationships with client Owner/Manager/Directors, as well as any key partners or system integrators involved in their designated accounts.
• Engage with clients to understand their business goals and objectives and the plans in place to attain those.
• Monitor key risk indicators, scheduling time with clients and understanding their ongoing expectations are paramount to long-term satisfaction and retention.
• Communicate and coordinate with the Business Development team and Technical team to provide a smooth and successful transition for onboarding clients.
• Report on client performance, including but not limited to New Account Transition, Risk Identification, Escalation Resolution, Special Projects, and overall satisfaction.

• Positive attitude and demeanor, adding to the culture of the team
• High standards for accuracy
• Assertive, persistent, persuasive, and able to provide solutions to complex problems with minimal supervision
• Ability to work independently in a timely and effective manner to meet individual and team goals, high energy, self-starter
• Strong decision-making abilities, strong moral compass
• Professional, friendly phone skills, computer skills including MS Office (Word, Excel, PowerPoint)
• Energetic professional with a high level of integrity, who can adapt to new situations quickly and stay current with trends in an ever-evolving industry
• Coachable, able to implement feedback, and dedicated to consistent self-improvement and knowledge of the MSP industry
• Confidence to overcome objections and convert interest into qualified opportunities
• Strong business and technical acumen for IT and curiosity about the client's business
• Willingness to learn, adapt and expand skillset in a constantly changing environment
• Uphold Silverado terms and conditions, standards, relevancy, mission statement and company values
• Positive attitude and a drive to win with resilience and the ability to overcome objections

Minimum Requirements:

• Bachelor’s Degree or 3+ years in a related role with a proven track record of consistent quota/goal attainment
• A technical seller who has experience with business-to-business sales and working with C-level decision makers
• Professionalism in appearance and written and verbal communication
• A solid culture fit, meeting our company’s core values
• Strong teamwork mentality

• Health Care Plan, partially subsidized by Silverado (Medical, Dental, & Vision)
• Matching 401k Retirement Plan
• Flexible Paid Time Off (Vacation, Sick, & Public Holidays)
• Company Paid Life Insurance
• Group Rates for Critical Illness Insurance, Individual Life Insurance, Disability Income Insurance, Accident Insurance
• Paid Training & Development
• Hybrid Office Model