Technical Account Manager I

ISG Technology•Wichita, KS

177d•Hybrid

About The Position

ISG Technology is a recognized leader in IT services, helping clients drive business growth by managing their IT infrastructure, securing networks, and protecting data. As part of the Twin Valley Family of Companies, ISG Technology has a long history of success and is known for its high customer satisfaction scores. The company values a collaborative, resilient, and continuously improving work environment where employees can have fun while delivering world-class support.

Requirements

Bachelor’s Degree or equivalent experience required.
4-6 years of experience in a Technical Operations function, including solid experience dealing with customers and internal teams.
Minimum 2 years’ experience in an external or internal customer service delivery position.
Working knowledge of Microsoft Office Suite (Word, Excel and Outlook).
Hold and maintain a valid driver’s license; driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage.
Mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.

Nice To Haves

Experience working for an established managed or cloud services provider (MSP/CSP) preferred.
Working knowledge of ConnectWise (or ITSM tooling as required), InfoSight, Auvik and CW RMM outputs, or related technologies is preferred.
Working knowledge of multiple MSP Cloud based administration and licensing portals; Microsoft, Auvik, CW RMM, Barracuda, Webroot, FortiEDR, Knowbe4, and others is preferred.

Responsibilities

Provide STRATEGIC OVERSITE to the position by supporting Account Executive in client reviews, operational and strategic client meetings, and Monthly/Quarterly Business Reviews. Ownership of all content related to services, operations, strategic technology recommendations, and support presentations.
Partner with Solutions Architects to build and maintain assigned client technical roadmaps.
Actively monitor assigned client’s technical projects with the Project Manager and technical team to ensure service delivery standards.
Leverage business and technical knowledge to drive business process improvements and recognize areas for internal improvement, working with teams to develop implementation plans.
Perform various administrative tasks, including logistics for meetings and workshops, room bookings, catering, and visitor registration.
Provide regular updates on the progress and status of specific projects and MSP activities.
Interact closely with the finance team to analyze ongoing financial reporting/charging and maximize account profitability.
Coordinate meetings with customers, internal and cross-functional teams, generate meeting materials, and produce post-meeting deliverables.
Effectively work with teams to identify/mitigate delivery risks and participate in the creation of risk mitigation plans.
Collaborate across all business units to control resource requests while aligning to budgets and project plans.
Demonstrate a commitment to ISG Technology’s Core Values.
Assure all onboarding activities, quality, and signoff on go-live as required for account(s).
Manage day-to-day execution of project workstreams, assist with planning, tracking, documentation, and status updates for projects.
Facilitate the definition of project scope, goals, and deliverables for specific projects.
Maintain a full understanding of each Managed Services solution, including technical design, financial modeling, and contractual terms and conditions for each client.
Use a variety of delivery management tools to manage progress, reviews, retrospectives, resource capacity, and level of effort.
Interact with leadership from delivery organization(s) supporting accounts to ensure proper delivery quality and services based on scope of services agreement.
Ensure proper change management review and approval for any client-related changes across services.
Interact daily with clients and act as the focal point for client-owned activities and deliverables related to any services provided.
Exercise solid leadership skills combined with strong business acumen, excellent communication skills, and in-depth analytical capabilities.