What are the responsibilities and job description for the Technical Account Manager position at Charles IT?
Join one of CT’s 2015, 2016, 2017, 2018 and 2019’s Best Places to Work! We are an expanding IT company that is recognized as one of the Inc 5000’s fastest growing companies and the MSP’s Top 501.
Exceptional Service. Endless Improvement. Passionate People. Honest and Forthright. These are the core values of Charles IT. We can achieve these values because of our dedicated team, who makes us one of the most successful IT companies of its kind in the region. And because of our team, we offer a level of dedication to our employees rarely found anywhere else. To prove it we encourage learning, professional development and team member input, all in a comfortable family-friendly culture.
Due to growth we are currently seeking to add a Team Lead/Technical Account Manager to our exceptional team. One of our most critical positions in the organization, you will be the central point of contact for your assigned clients and handle both technical escalations and business needs. You will need to be outgoing, customer-service focused, a team player, well organized and extremely detail-oriented.
Responsibilities
- Build and maintain strong, long-lasting client relationships - This is what Charles IT is all about!
- Serve as the lead point of contact and as an internal and external escalation point for your client base
- Analyze clients’ needs and develop a road map to bring clients to best practices
- Serve as a mentor and leader of your technical team; Cross-train your technical team members on client infrastructure
- Ensure accuracy of technical solutions proposed by your team
- Ensure the timely and successful delivery of projects according to clients' business needs and objectives
- Clearly communicate the progress of initiatives through recurring client meetings
- Maintain customer documentation
REQUIREMENTS
- Bachelor's degree or equivalent in the IT field
- Either MCSA/VCP/CCNA certification a plus
- 4 Years of experience in the IT field required
- Proven work experience as a Team Lead or Account Manager in an IT setting required
- Superior customer service skills required
- Proven ability to juggle multiple client needs and ability to multi-task and function collaboratively as a member of a fast-paced, client orientated team
- Demonstrable ability to communicate, present and work with key stakeholders at all levels of an organization, including executive and C-level
- Experience with Connectwise, Cisco, Meraki, Datto, VMware, Office 365 platform and Advanced Support on Mac OS a plus
- Enthusiastic and dedicated to the challenges of a growing company and client base
- Excellent follow-through to see tasks through completion
- Self-starter with the ability to perform independently with little or no supervision
- High level of organization; sharp attention to detail
- Ability to pass a background check
- 47.5 hour work week with a 7am Monday meeting requirement
- Current, valid US driver's license is required.
What we believe in at Charles IT: IT for humans by humans, building up our team through professional and personal development, an emphasis on work/life balance, and fostering a start-up-type environment founded upon passion for our mission.
What you won't find here at Charles IT: boring work days, stagnant growth, tolerance for old-school corporate norms that detract from our client and employee experience.
If you can see yourself contributing to this mission through your systems-focused skills and experience, we want to hear from you!