Technical Account Manager

The role is critical to the overall success and growth of Meriplex.  As a manager, you are responsible for the oversight, operational, and strategic execution of your department and team, including budgets and customer retention.  This role acts as the client's IT Manager to ensure clients’ documentation and SOPs are up to date, to align the client to the Meriplex technical standards, and to handle technical escalations. The position requires the ability to travel to and work from the client sites 5 days a week.

• Act as assigned client Subject Matter Technical Expert.
• Be able to roadmap the client for future success.
• Facilitate and drive client facing operational meetings.
• Present and collaborate on client evaluations with vCIO and/or Client Success Managers.
• Onboard, train, and develop team members in their role and within departmental and organizational processes and systems.   
• The facilitation of performance management processes, establishment of performance expectations, and evaluations.  Provides constructive and timely performance evaluations.
• Establishment and oversight of department goals and strategies to support key performance indicators (KPI’s)/success indicators.  
• Assess, improve, and manage departmental processes/systems to promote effective delivery of service(s). 
• Management of the day-to-day operational needs of team members and their workflows.
• Ensure the team is analyzing client existing infrastructure and technology to identify gaps and recommend appropriate MSP solutions.
• Manage and mentor a team of technical resources, providing guidance and support to enhance their skills and performance.
• Conduct regular team meetings, track progress, and ensure timely completion of client alignment tasks. 
• Foster a culture of collaboration, knowledge-sharing, and continuous improvement within the POD. 
• Anticipate, identify, and develop growth opportunities for team members.
• Responsible for tracking all employee time accurately.  

• Exceptional interpersonal and communication skills.
• Partner with cross-functional departments, promoting collaboration and effective communication practices. 
• Serve as the Subject Matter Expert (SME) to team members, engage in the facilitation of escalated needs, and support problem resolution. 
• Adhere to and support HR administrative policies and procedures. 
• Manage assigned fiscal duties and budgetary responsibilities for department and team in collaboration with the Finance department. 
• Ensure all client contractual commitments (including SLAs) are met.
• Partner with Account Managers in strengthening the client relationship.
• Manage and maintain revenue of assigned customer accounts.
• Ability to communicate and demonstrate knowledge and use of all core products, within managed services.
• Collaborate with the sales team to identify growth opportunities.
• Assist with the development of tailored technical solutions that align with client’s strategic goals and align with our MSP services.
• Ensure the POD is analyzing client’s existing infrastructure and technology to identify gaps and recommend appropriate MSP solutions. 
• Manage and mentor a team of technical resources, providing guidance and support to enhance their skills and performance. 
• Serve as a primary escalation point for clients.
• Cultivate strong client relationships by understanding their evolving needs and communicating MSP capabilities effectively. 
• Ensure the POD maintains client network, systems documentation, and SOP’s.  
• Ensure the POD evaluates client technology landscape based on set standards. 
• Present and collaborate on client evaluations with vCIO and/or Account Managers.  
• Participate in client operational meetings.  
• Participate in incident, problem and, change management processes.

• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with or able to quickly learn the software and applications used in the organization and the industry:
• RMM Platform (Kaseya preferred) 
• ConnectWise preferred
• Windows Server  
• Microsoft Azure 
• VMware 
• Citrix highly preferred
• Exceptional interpersonal and communication skills. 
• Strategic thinker with strong analytical and problem-solving skills. 
• Respond promptly to client needs; meet commitments; exercise empathy; identify and anticipate needs. 
• Manage time efficiently, meet personal goals, and work effectively with other members of the team. 
• Willingness to travel as needed to support field resources.

• At least five years of IT service delivery experience with at least three years in a leadership role with preference given to global team management.
• Healthcare IT experience preferred
• ITIL certification preferred.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.