Technical Account Manager MSP

Matrix Global • Jersey City, NJ

4d

About The Position

Matrix, a public company (MTRX:TV) which employs 11,000 IT professionals globally, is the leading information technology company in Israel with a growing presence in the US. Matrix Global Services develops and implements leading technologies, software solutions and products, it provides infrastructure and consulting services, outsourcing, offshore, training and assimilation. It represents and markets the world's leading system vendors. Matrix Global Services (MGS) is searching for an early career, ambitious professional eager to build on diverse business and technical experience to achieve a career in technical sales, business development as well as business and technical account management. Blending business, interpersonal and technical skills, the right candidate will join the MGS leadership team with opportunity to assume a key role in the continued growth of our managed services and professional services practices. The ideal candidate will be detail oriented, motivated to learn and professional growth, and driven to deliver customer satisfaction on every engagement.

Requirements

• Communications: Must be able to communicate verbally and in writing at all levels with Customers, Internal Staff and MGS Executive Leadership. This includes the ability to make technical topics understandable as well as understanding customer business requirements via conversations, email, presentations and formal documents. Must demonstrate the ability to translate communication skills into personal relationships inside and outside the company.
• Documentation: Must be able to produce the documentation necessary to support the sales and account management processes, including pitch presentations, proposal documents, RFP responses, solution diagrams, service level agreements
• Financial Experience: Must be able to forecast service delivery costs to calculate the profitability of accounts using Excel in such a way as to be able to present the results to MGS Executive Leadership. Must be able to participate in P & L discussion with an awareness of basic accounting terms and calculations.
• People Management: Must be able to manage both direct reports as well as front line staff with the ability to address issues like time and attendance, job performance, and business understanding. Will manage the technical hiring process as well as staff development and retention processes.
• Education: College Degree preferred. Exceptional candidates without a college degree will be considered.
• Candidates must have at least 1 year of professional business experience in a customer-facing or IT role. 2 to 3 years would be preferred.
• At least 1 year of sales experience, with enterprise level sales/Pre Sales preferred but not required.
• MS Office 365: Candidates must have professional level experience using Word, Excel, PowerPoint, Visio, Outlook, SharePoint, Teams, and the 365 Website, with the demonstrated ability to produce customer ready documentation with minimal supervision.
• Cloud: Experience working on, selling or supporting cloud-based solutions is strongly desired.
• Service Management Systems: Experience with a Service Management System like ServiceNow, Helix, Remedy, or Fresh Service strongly desired.
• Bachelor's degree in a relevant field is preferred.
• Proven experience in sales roles within the IT, DevOps, or cloud services industry.
• Strong understanding of DevOps practices, cloud computing, and on-premises infrastructure.
• Excellent communication and presentation skills, with the ability to convey technical concepts to both technical and non-technical audiences.
• Demonstrated ability to build and maintain client relationships.
• Results-oriented with a track record of meeting or exceeding sales targets.
• Willingness to travel as needed.
• Ability to work independently and as part of a collaborative team.
• Flexibility to adapt to a rapidly changing and evolving industry.

Nice To Haves

• Experience in an MSP environment or in a technical service delivery role is desired.
• Experience in a healthcare business or environment is a plus.
• Demonstratable experience developing, communicating or presenting a business case to justify a business expense is a plus.
• Demonstratable ability to create and maintain simple financial models for P&L forecasting is a plus.
• Sales experience with IT services or IT hardware/software/systems desired.
• Understanding of Microsoft 365, Dynamics or Azure Licensing a plus.
• Understanding of AWS Licensing a plus.
• Small Business or Non-profit sales experience a plus.
• End User Computing (EUC): Any experience with Service Desk, Help Desk, Desktop Support, or ITIL process management is a plus.
• Small Business Computing: Any experience with small business or non-profit computing is a plus.
• Cybersecurity:
• An understanding of cybersecurity threats and solutions is a plus, as is the ability to knowledgably discuss these issues.
• Experience with defining, assessing, managing or deploying cybersecurity is a plus.

Responsibilities

• Revenue Growth: Cultivate prospects; identify upsell and cross-sell opportunities within assigned accounts; and working collaboratively with the sales teams to expand client engagement, driving revenue growth.
• Account Planning and Strategy: Collaborate with prospects and clients to understand their business objectives to develop and present strategic technical plans aligning MGS solutions with those objectives. Work with the leadership team to expand the MGS Service Catalog to better align with prospects and clients. Work with the technical teams to develop and deploy marketable technical solutions and services.
• Client Relationship Management: Build and maintain strong relationships with assigned clients, acting as the primary point of contact for inquiries, service delivery, and escalations, both business and technical. Responsible for achieving and maintaining customer satisfaction at both the end user and client level through attentive service.
• Communication and Reporting: Communicate technical and business information effectively to both technical and non-technical stakeholders through written reports, presentations and regular status updates, remotely and in person.
• Adherence to SLAs: Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs), meeting or exceeding client expectations based contracted services.
• Continuous Learning and Development: Stay up to date of emerging business technology, IT industry trends, and service provider best practices to provide informed recommendations and maintain a competitive edge.
• MGS Team Management: Direct the daily activities of Managed Services and Professional Services Teams, supervising a staff of local and remote technical staff while maximizing employee satisfaction.
• Performance Monitoring: Monitor MGS solution performance, identifying opportunities for optimization and improvement as well as opportunities for additional services.
• Project Management: Oversee the implementation of new services, upgrades, and migrations, ensuring smooth execution and minimal disruption to client operations
• Issue Resolution: Proactively identify and address account and technical issues, working closely with internal teams to ensure timely resolution and client satisfaction.
• Technical Advisory: Utilize deep knowledge of infrastructure and networking concepts to provide technical guidance, support, and solutions tailored to client needs

Benefits

• Matrix- success is based on a challenging work environment, competitive compensation and benefits, and rewarding career opportunities.
• We encourage a diverse work environment of sharing, learning, and ceding together.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees