Senior Technical Account Manager

Summary

Join Planet Technologies, a leading Microsoft services provider, as a Senior Technical Account Manager and contribute to impactful public sector projects. This role focuses on providing exceptional customer support, managing service delivery, and ensuring client success using Planet’s managed services. You will manage a portfolio of accounts, identify opportunities to enhance customer satisfaction, and serve as the primary escalation point for support requests. The position requires collaboration with internal teams, including account executives and technical architects, to address client needs and drive resolution. You will also manage annual renewals, produce reports, and oversee project work. This is a crucial role for ensuring customer retention and satisfaction within a large organization.

Requirements

• 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
• 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

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

Preferred Qualifications

• Bachelor’s degree preferred
• Experience with CRM and helpdesk systems as well as knowledge of Microsoft tools and systems is a plus