Benefits:

401(k)

Competitive salary

Job title: Technical Account Manager (POD Manager)

Location (2): NYC & Fort Lauderdale, FL

My client is a well-established, rapidly growing technology solutions and managed services provider based out of New York and Florida, executing top-tier IT services in multiple states. My client is a cloud first company, and they implement the latest and greatest cloud technologies for their clients who are primarily in highly regulated industries.

High Level Responsibilities:

Oversee and manage:

• Clients

• Service Desk Engineers (Part of POD) (Not Service Desk function

• Field Engineers (Part of POD)

Client and Service Management:

• Solid understanding of managed services agreements of assigned clients

• Oversee customer activities as it pertains to Managed Service Operations

• Actively ensure there is a roadmap in place for each of your accounts.

• Supervise and facilitate the customer’s adoption of Chelsea Tech solutions

• Ensure full and efficient utilization of technical resources to accommodate customer needs

• Achieve and exceed weekly, monthly and yearly customer targets and defined Key Performance Indicators from service perspective.

• Conducting service and business reviews with clients

• Ensure SLAs are met on all Service Requests (Across all SLA priorities) including daily operations and projects

• Accountable (not responsibe) for successful patching, backups, cybersecurity and compliance requirements

• Oversee Major incident management (Led by Senior Engineers) and Change control

Customer Service:

• Liaison between the organization and the customer with a focus on getting the promised services delivered.

• Function as the customer’s single point-of-contact for escalations, problem identification and resolution for issues.

-Excellent problem-solving skills - including crisis management, communication, issue tracking, triaging, and providing value-based recommendations

Business relationship (Trusted Advisor):

• Establish a trusted advisor relationship across the customer's organization, from Executive Sponsors to day-to-day contacts, to ensure customers are getting value from our products and services.

-Assess, recommend, and partner with their customer base to align the business and technology needs of their customers

-Strategic planning with an ability to think ahead and plan over a 6-12-month time span

-Visit client site monthly or quarterly to conduct meetings.

Proactive:

• Work closely with Professional Services (CSG) and Ops to identify new opportunities and facilitate transitions following initial or follow-on deployments.

• You anticipate dissatisfaction, proactively seek to solve, or avoid it, and when feedback is provided you onboard it squarely with the intent to address it.

Reporting and Analysis:

• Ability to aggregate data from multiple sources to prepare and deliver weekly, monthly and quarterly business reviews.

• Timely execution of standard customer meetings and reviews for your defined accounts weekly, monthly and quarterly.

• Provide weekly internal reporting to Executive management on overall Operations in reference to assigned accounts (Projects, Service Desk KPIs, Escalations, Customer concerns, Oppurtunities, Possibilities)

• Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations, in alignment with current and new products.

Technical:

• Complete end-to-end understanding of client's environment from technical perspective

• Infrastructure (Design, Network (Equipment), Servers, Circuits, Cloud Platforms, Layer 2 and Layer 3 Connectivity, End user computing, Mobile devices, Backups).

• Security and Compliance (Policies - Backups, MFA, Geolocations restrictions, Companies do's and don'ts, Business Continuity (BCP), Disaster Recovery (DR), Change control)

Time and Expense Management:

• Ensure the defined expense and timekeeping process(es) are followed by the the team (POD) including Billable and non-billable, work types, deadlines to submit timesheets and expense sheets, and disciplinary process in case of team not following process(es).

• Audit timesheets and expense sheets to ensure entries are documented correctly as per protocol.

• Responsible and accountable to submit timehseets and expense sheets on time and accurately

Documentation:

• Gain deep understanding of products and services, and translate complex information into simple, polished, engaging content

• Develop and maintain detailed database of reference materials, including research, usability tests, and design specifications

Process Improvement:

• Identify process issues impacting customers and/or internal.

• Help develop process (workflows) to define lifecycle of all service areas from customer perspective and internal as well (Service requests, incident management, change control, patching, backups, procurement, e.t.c)

Process Improvement:

• Coordinate people and processes to ensure that projects are delivered on time and produce the desired results.

• You will be the go-to person for everything involving a project’s organization and timeline

• Developing detailed project plans

• Ensuring resource availability and allocation - Coordinate internal resources and third parties/vendors for the flawless execution of projects

• Ensure that all projects are delivered within scope and within budget

• Establish a Deadline and Monitor the Progress of the Project

• Report and escalate to management as needed

-Manage the relationship with the client and all stakeholders

Vendor Management:

• Developing and sustaining long-standing relationships with company-approved vendor

• Meeting with suitable vendors to assess their products, inquire about their services, negotiate pricing, and communicate any product or service-related concerns.

• Conducting research on available vendors to determine which vendors is aligned the most with client's needs and offer the best value

Compliance:

Accountable (Not responsible) - Ensure following is in place:

• Major Incident Management and Change Control Protocols

• Develop patching schedule

• Successful patching of all required systems (With schedule in place)

• Develop Quarterly Maintenance schedule

• Quarterly Maintenance schedule (In place and follow through) - Business Continuity (BCP) and Disaster Recovery (DR) to be tested every quarter

• MFA (On all entry points)

• Geo-locations restrictions

• Product Lifecycle Management (Equipment renewals, Disposal)

• Maintain Baseline configuration - Across the board