Technical Account Manager

Job Description

Job Description

Company Description

Axxys Technologies, Inc. (www.axxys.com) is a provider of managed IT services, consulting and voice solutions for businesses across the Dallas Fort Worth Metroplex. For more than 25 years, Axxys has delivered the region’s best service and support for network design, security, monitoring, virtualization, unified communications, remote access, backup / disaster recovery solutions, as well as public / private or hybrid cloud. Axxys is a CompTIA accredited business and carries the CompTIA Security Trustmark and holds premiere or partner certifications with  Microsoft, Watchguard, Cisco, Apple, HPE, and many more industry leading manufacturers.

Job Description

The Technical Account Manager (TAM) works closely with Axxys managed services clients and Axxys sales staff in a consulting and planning capacity. The TAM must integrate technical service objectives with the client organizations through communication, planning, consulting, and execution of technical services. Services delivered must include managed services objectives (MSO) as well as regular communications and standard technical services according to service agreements and client initiatives. The TAM will also coordinate efforts for providing excellent services among internal team members responsible for solutions sales, service operations, service delivery, and management reporting.

The Technical Account Manager and Account Executive (AE) should work in a collaborative manner to provide the best possible service delivery and solutions delivery to clients. The AE or TAM may discover opportunities for clients, and should work diligently to ensure cooperation in delivering information to the client.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Establish and implement baseline communications expectations and objectives with clients. This includes but is not limited to frequency of business reviews and consultative planning sessions with key team members. This will also include working with Axxys management team in determining of higher level vCIO services are applied to client services agreement.

Establish and implement schedule for managed services objectives and delivery of documents and communications of completed deliverables. MSOs include annual services such as budgeting and forecasting, quarterly or semi-annual deliverables such as security reviews, documentation updates, and monthly deliverables such as monthly health checkups. For complete listing of MSOs refer to internal documentation regarding objectives and best practices / standards, or consult with Vice President of Technical Operations.

Complete monthly service ticket analysis regarding service requests and completed orders. This review should include a follow up communications to the managed client and Vice President of Technical Operations regarding any trends that impact the efficiency of the technology solutions utilized by the client as well as an analysis and identification of opportunities for improvement through project services or training of employees and partners. This analysis may result in the identification of opportunities for projects, services, and / or product sales that should be communicated to Axxys sales team.

Work with Operations team to evaluate service requests and tickets submitted by clients, and evaluate time, expenses, and KPIs defined by management team.

Conduct regular business reviews with a Vice President, Account Manager, and the client to review completed MSOs and discuss information technology strategies and plans.

Provide annual service forecast for managed client to management team for the purposes of pipelining activities with management team. This is not a budgetary item but rather an overview of what is expected to occur with the client over the next annual cycle in relationship to the client’s business and technology goals.

Ensure that system documentation, procedural documentation, and end-user documentation is up to date in order to improve and assist in services provided by technical services team.

Managed Services Objectives are categorized as either strategical or tactical and may be delegated according to their category. Strategical tasks must be completed by the Technical Account Manager, whereas Tactical may be delegated to the team. If task is delegated, the TAM is still responsible for reviewing the material upon completion.

Strategical Items include : IT Recovery Guide, Business IT Analysis, Business Reviews

Tactical Items include : AD Review, Password Change Review, Security Review, Monthly Health Checkups, Restore and Virtualization Testing, Labeling and Documentation

• This list is not intended to be a comprehensive list, please review complete Managed Services Objectives if necessary

Act in the capacity of a virtual CIO (vCIO) for clients who have engaged Axxys Technologies for managed services that include this offering / service. This designation may include various client specific adjustments to deliverables to meet specific client needs.

Provide mentoring and guidance to technical services team at Axxys and provide service delivery leadership relating to client solutions. Work with Vice President of Technical Operations by reporting technical service team knowledge and skillset requirements to meet client needs.

Work with peer Technical Account Managers and Vice President of Technical Operations to build and maintain a set of best practice standards that are targeted for all clients. This includes striving to conform technology solutions to best practices that are standardized as much as possible across all managed clients.

Regularly review client effective rates measuring efficient performance of technical services team versus client agreement to ensure mutually beneficial relationship between Axxys and the client.

Provide project management duties following Axxys procedure for projects. This requires that the TAM not provide a major execution role of project tasks in same project that is being managed. The focus of project management activities should include Gantt chart and scoping of projects, management of resources / schedules / budgets for project, and change order management for project. Communications are critical during project management as well.

Provide feedback to NOC services team to ensure that proper system management and alerting is being accomplished according to Axxys best practices and standards as described above.

A core value of Axxys Technologies is the focus on personal growth and professional growth, as such the Technical Account Manager requires a constant and consistent growth of high level technical knowledge as well as strategical skills development. This may require the TAM to study materials less often associated with technical services such as business journals, solution whitepapers, and so forth as opposed to the traditional technical certifications and study material.

Adhere to all standards and guidelines developed by the management team of Axxys technologies as well as the employee handbook.

SUPERVISORY RESPONSIBILITIES

The TAM is responsible for mentoring and providing guidelines / objectives for team members in relation to service delivery for managed clients. In addition, the TAM must ensure current and accurate documentation and presentations to the team regarding managed clients.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and / or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university; or one to two year’s related experience and / or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and / or boards of directors.

MATHEMATICAL SKILLS

Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Must hold one major industry certification from Microsoft, Cisco, ISC2, ISACA, or any other approved manufacturer.

Qualifications

Technical certification or degree preferred

Additional Information

Department :  Service and Support             Reports to :   Vice President

Information submitted will be kept confidential according to EEO guidelines.