Senior Technical Account Manager

CTS•New York, NY

2d•Hybrid

About The Position

As a Senior Technical Account Manager for k-12 clients, you are the primary advocate and trusted advisor for a set of multi-site Charter School clients within CTS who will partner with the Senior Technical Account Manager to purchase new technology equipment, to escalate a service request, or to discuss a new technology initiative within their organization. You will run the Strategic Planning Meetings where you will analyze each client’s technical environment, their business goals as it relates to technology, and develop a long-term IT roadmap. You will be focused on a subset of larger clients in the k-12 Sector where you will provide a deeper integration with their organization, helping them to utilize technology to the fullest potential, ensuring a healthy relationship, and bringing in the right resources within CTS to get your clients the answers they need. There is a heavy emphasis on process and procedures around technology and being a thought partner for unique environments that each organization has.

Requirements

10+ Years of technology services experience, ideally in a strategic role such as IT Director or as a vCIO or Senior Technical Account Manager at a Managed Services Provider.
Understanding of core network infrastructure concepts, such as switches, wireless, firewall, and WAN connectivity.
Experience administering, implementing, or consulting with clients regarding Google Workspace and Microsoft 365, as well as other cloud services.
Experience developing OPEX and CAPEX budgets.
Strong written and oral communication skills.
Ability to occasionally manage multiple projects with competing deadlines and associated teams.
Ability to handle multiple tasks with a clear sense of ownership and priority.
Strong Microsoft Office or Google Apps skills, especially Excel / Sheets.
Self-motivated, able to move and adapt to rapidly changing priorities & client needs.

Nice To Haves

Project Management Certifications (CAPM, PMP) are a plus!
Prior experience with k-12 organizations is beneficial but not required.

Responsibilities

Develop strong relationships with key client contacts and identify clients who may be at risk.
Monitor client health via monthly internal reviews to ensure all clients are happy, profitable, and carrying minimal technology risks.
Complete recurring technology assessments and quarterly strategic planning meetings.
Complete recurring tactical check-in calls with clients to review their health and open issues.
Develop and present technical proposals, working with Solutions on L3 technologies.
Advocate for clients by answering questions and ensuring issues are escalated properly across all departments in CTS. This includes ownership of the Potential At Risk Client (PARC) Process.
Complete recurring and one-off training events (such as Lunch & Learns) with clients on core technologies such as Microsoft 365, Google Workspace, and Smart Boards.
Own the overall opportunity pipeline, ensuring that we meet our NRR forecast each quarter.
Address client questions with regards to ongoing invoicing.
Occasionally manage Projects for clients based on available capacity and client requirements.
Work with client contacts to develop referrals for new business.

Benefits

Competitive compensation
Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Employee Assistance Program (EAP)
Retirement Plan (401(k)) with company match
Commuter Benefits
Short-Term Disability Insurance fully paid by the company
Long-Term Disability Insurance fully paid by the company
Life and AD&D Insurance, with optional Supplemental Life Insurance
Paid Time Off, including Paid Parental Leave
10 Holidays
2 Floating Holidays