Job Title: Technical Account Manager (TAM)/Virtual IT Manager (vITM)
Job Type: Regular Full Time (M-F 8:30am – 5:30pm)
Career Status: Professional
Compensation (OTE): $85,000 - $115,000
Department: Managed Services
Expected Travel: 50%-75%
Location: Local, On Location
Reports to: President/CEO
The Virtual IT Manager (vITM)/Technical Account Manager (TAM) is the most senior Engineer at MCG, usually the top escalation resource for major technical issues. Your goal is to build and maintain long-term relationships with our clients. This is accomplished by stablishing strong business relationships, gaining intimate knowledge of their business, and becoming a seamless part of their team, providing strategic business consulting at the confluence of business requirements, business processes, and compliance requirements with the use of ROIs to demonstrate ways they can improve their bottom line and reduce potential areas of business risk by utilizing technology as the means to execute on that strategy to meet their KPIs, and become a Digital Enterprise.
The Virtual IT Manager (vITM)/Technical Account Manager (TAM) is the client’s trusted advisor and subject matter expert, responsible for continually demonstrating the value of our services. As a dedicated contact, you are the pinnacle of escalation within MCG, serving as an advocate with Services, Sales, Support, and Software Development teams, always focused on the customer’s success, satisfaction, customer expansion, unqualified references, and retention. This role will manage our most strategic and complex customers and as a result, requires constant measuring through a set of KPI.
If you are looking to grow professionally and you are passionate about always knowing the latest technology, truly care about the customer’s satisfaction, and enjoy building long-term relationships, this may be for you.
What You'll Do- Act for our customers as their technology subject matter expert.
- Must attain a deep understanding of how all aspects of the customer’s business interrelate to provide the appropriate solution to them.
- Perform IT Risk planning and management strategies within client environments to help reduce overall risk and increase ROI of the present technologies.
- Support vCIO sponsoring Customer’s Success Steering Committee joined by C-Level and department heads.
- Dedicated point of contact and the pinnacle of escalation within MCG.
- Consistently audit all client systems and assess their outcomes.
- Audit MCG’s documentation library with customer’s assets, generate runbooks, and monthly KPI reports.
- Train the support team on changes and unique configurations and support requirements for the client.
- Collaborate with the MCG’s leadership team on the design and build of new services and product offerings.
- Act as MCG’s own Technical Account Manager to ensure we always have the competitive edge.
At MCG, our core values and culture DNA are based on encouraging and rewarding team players that have a high-energy, unbreakable positive attitude with the ability to develop strong relationships with the team, customers, and partners. If this describes you and the following are your personality traits, you will thrive with us.
- Above all, you are passionate about customer service and can demonstrate a track record of customer loyalty and exemplary service.
- You possess a high level of energy with an unbreakable positive attitude, able to Bounce Back Quickly, motived by challenges taking charge to solve them knowing your future and grow within the organization.
- You are known for your tremendous work ethic, high level of intellectual horsepower, laser focus, passion, dedication and extremely detailed oriented.
- You’re curious, insightful, and perceptive, with the ability to listen, understand and communicate complex strategic solutions, utilizing effective discovery techniques to uncover sales opportunities.
- Hunter mentality with a relentless drive to achieve results; independent, self-directed and takes initiative with minimal direction or supervision.
- Excellent written and verbal communication skills.
- You enjoy working with C-suite executives and business stakeholders in a consultative fashion, building strong relationships with senior executives.
- You are a natural leader, resourceful with ideas and passionate about constantly learning and growing.
- You are passionate about staying on the cutting edge of technology and has extensive knowledge of the latest versions of these technologies: Microsoft Azure Architecture, Windows Network, Multi and Single tenant SaaS and HaaS implementation, Microsoft 365, VMWare, SAP HANA, Suse Linux.
- BA/BS, preferably in Computer Science, Business Administration, or a related field.
- MBA/MS preferred but not required
- 5+ years of professional experience in technology service delivery, or account management. MSP and ERP industries preferred.
- 5+ years of leadership and proven success as TAM, vITM or vCIO of technology system integrations, implementations, and management.
- Advanced experience in Digital Transformation, Develop of Standard Operating Procedures (SOPs), “As Is” documentation, Instructions, and other documents.
- Recommended certifications: Azure Solutions Architect Expert, DevOps Engineer Expert, Cybersecurity Architect Expert, Microsoft Certified Systems Engineer (MCSE) designation, CompTIA Security+ (SY0-601) – Passing score above 820, CompTIA Cloud+ (VC1-003) – Passing score above 820, ITIL Foundation
- Experience with tools such as ConnectWise (Manage, Sell, Control and Automate), SmileBack, Liongard, IT Glue, Auvik, etc.
- 100% employer-paid health coverage including Medical, Dental, Vision, Life Insurance, Long Term Disability
- GAP Health Insurance/Plan
- Unlimited Paid Time Off (PTO) – After 90 days
- 401k retirement plan with 40% company match (dollar per dollar)
- 10 paid holidays
- 16 weeks of paid maternity/adoption leave
- 6 weeks of paid paternity/adoption leave
- Child sponsorship for extracurricular activities
- $5,250 tuition reimbursement per calendar year
- Certification Exam Reimbursement plus Certification Bonus
- Perks: Free Daily Lunches, Free on-premises Fitness Center, Wellness Program, Birthdays Off
We are a team of passionate people who care about business strategy just as much as we care about technology innovations. We use our talents to help drive your organization to levels never reached before.
What We DoMichell Consulting Group is a leader in the technology industry with experts that provide best-in-class business solutions to small and midsize industries. From Enterprise Resource Planning (ERP) Custom Solutions and Custom Software Development to Managed IT Services, Certified Information Security (InfoSec), and Cybersecurity, our team has the experience to provide real solutions to your IT challenges.
What We BelieveAt MCG, we always put our customers and employees first. In doing so, we have been able to create family-like bonds with one another, which has made this company a “home away from home” for so many.
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What We Do
Michell Consulting Group is headquartered in Miami, Florida. We specialize in developing, implementing, integrating, and maintaining advanced technologies for our clients in order to achieve maximum return on investment. We are committed to our clients and employees. Our clients trust us with integral parts of their business, and we deliver. We have developed lasting relationships with our clients because we are by their side long after the initial implementation is complete. The goal of Michell Consulting Group is to be on time and on budget with every implementation while meeting and exceeding customer expectations. At Michell Consulting Group, we have a team of industry experts with over 100 years of combined experience in solving business problems and leveraging safe and proven technology to help our customers grow and prosper. As businesses develop and grow, they begin to experience a disconnect between their business process and the tools they have in place to manage the process. For over a decade, we have been bringing information technology in line with the business process. We have a clear perspective: Information Technology is not merely a cost but a critical contributor to the business, focused on improving business value and performance.
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