Internal Technical Account Manager

The Inside Technical Account Manager (iTAM) duties include quoting hardware and software, compiling and sending agreements and scopes of work for electronic signature, receiving and processing hardware and inventory.  They also work closely with internal teams and our clients to determine their product needs and ensure that the right products are delivered on time. In addition, iTAMs manage and reconcile inventory in multiple locations.  They work with Outside Technical Account Managers (oTAM) to ensure the highest level of client satisfaction; building and maintaining strong working relationships and helping to manage accounts efficiently and effectively.

General Purpose:  Assists the oTAM in the maintenance of client health through service delivery, planning and execution, client satisfaction, emphasis on prevention and consultative advice and management of support services of assigned Managed Services accounts.

Across client base:

• Assist Technical Account Managers (oTAMs) with client expirations and renewals
• Process procurement requests for hardware and software
• Compile and send contracts, agreements and scopes of work to clients for approval
• Receiving and processing of equipment and inventory
• Physical reconciliation of inventory in multiple locations
• Administration of our Hardware As A Service (HAAS) program
• Cultivate and “own” relationships with our various distributors, vendors and partners.
• Provide additional administrative support to the Technical Account Management department as needed        

Associate’s or Bachelor’s Degree in a related field from an accredited university or college or equivalent experience

• Strong client orientation

• Ability to build and nurture strong and lasting relationships

• Two or more years of client service experience

• Knowledge of principles and processes for providing client and personal services. This includes client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.

• Fundamentals of network technology including, but not limited to, TCP/IP, DNS, DHCP, SMTP, LANs, WANs and Wireless
• Experience with Microsoft server and client technologies
• Excellent oral and written communication:  ability to communicate information and ideas in speech and writing so that others (technical and non-technical) will understand
• Critical thinking:  ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions
• Problem analysis and resolution both at a strategic and functional level:  ability to identify complex problems and review related information to develop and evaluate options and implement solutions
• Planning:  ability to think ahead and plan over a six month to one year time span
• Time management:  ability to organize and manage multiple priorities
• Extreme detail orientation
• Ability to work collaboratively within a team as well as independently

Valued but Not Required Skills and Experience: 

• Current engineering certifications:  A+, Net +, MCSA, CCENT, CSSA, CCA
• Experience with SonicWALL and Cisco technologies in routing, switching, firewall, and VPN access
• Experience with remote access environments such as Citrix and/or terminal services