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.
Top Skills
What We Do
Planet Technologies was built around investing in and developing long term relationships with our customers and corporate partners. We work hard to keep our staff trained on the latest technologies, policy and operational issues impacting today’s federal and corporate environments. Being an expert on the technology we support is the first step, more importantly is understanding your business mission and integrating technology into a long term strategic plan.
Planet Technologies is the leading provider of Microsoft consulting services to public sector and commercial organizations. Our team of Microsoft experts provides support for Office 365, CRM, SharePoint, System Center, SQL, and Windows 7-10. Planet has significant experience in deploying business intelligence, cloud services, unified communications, records management, workflow automation, collaboration, systems management, virtualization and more.
A Global Leader in Microsoft Technologies:
Few companies can compare to Planet Technologies when it comes to an established relationship with Microsoft. As a company with a 100% focus on the Microsoft platform, we know Microsoft technologies and we are a trusted partner.
As a team of experienced and certified Microsoft consultants and Microsoft trainers, we are the best partner to help your staff get up to speed quickly and cost effectively in order to make your business more productive with your Enterprise Agreement investment.
Advanced certifications
• Microsoft Partner with five gold and ten silver competencies
• CPLS Microsoft certified training
Highly skilled staff
• Microsoft Certified Solutions Masters (MCSM)
• Microsoft Most Valuable Professionals (MVP)
• Microsoft Certified Trainers (MCT)
• Microsoft CRM Rangers
• 150+ Microsoft Consultants
We are a full-service, independent training company providing a range of IT and developer training services based on Microsoft technologies to individuals and organizations.
