Virtual IT Manager (vITM) /Technical Account Manager (TAM)
About The Position
The Virtual IT Manager (vITM)/Technical Account Manager (TAM) is the most senior Engineer at MCG, usually the top escalation resource for major technical issues. Your goal is to build and maintain long-term relationships with our clients. This is accomplished by stablishing strong business relationships, gaining intimate knowledge of their business, and becoming a seamless part of their team, providing strategic business consulting at the confluence of business requirements, business processes, and compliance requirements with the use of ROIs to demonstrate ways they can improve their bottom line and reduce potential areas of business risk by utilizing technology as the means to execute on that strategy to meet their KPIs, and become a Digital Enterprise. The Virtual IT Manager (vITM)/Technical Account Manager (TAM) is the client’s trusted advisor and subject matter expert, responsible for continually demonstrating the value of our services. As a dedicated contact, you are the pinnacle of escalation within MCG, serving as an advocate with Services, Sales, Support, and Software Development teams, always focused on the customer’s success, satisfaction, customer expansion, unqualified references, and retention. This role will manage our most strategic and complex customers and as a result, requires constant measuring through a set of KPI. If you are looking to grow professionally and you are passionate about always knowing the latest technology, truly care about the customer’s satisfaction, and enjoy building long-term relationships, this may be for you.
Requirements
- Above all, you are passionate about customer service and can demonstrate a track record of customer loyalty and exemplary service.
- You possess a high level of energy with an unbreakable positive attitude, able to Bounce Back Quickly, motived by challenges taking charge to solve them knowing your future and grow within the organization.
- You are known for your tremendous work ethic, high level of intellectual horsepower, laser focus, passion, dedication and extremely detailed oriented.
- You’re curious, insightful, and perceptive, with the ability to listen, understand and communicate complex strategic solutions, utilizing effective discovery techniques to uncover sales opportunities.
- Hunter mentality with a relentless drive to achieve results; independent, self-directed and takes initiative with minimal direction or supervision.
- Excellent written and verbal communication skills.
- You enjoy working with C-suite executives and business stakeholders in a consultative fashion, building strong relationships with senior executives.
- You are a natural leader, resourceful with ideas and passionate about constantly learning and growing.
- You are passionate about staying on the cutting edge of technology and has extensive knowledge of the latest versions of these technologies: Microsoft Azure Architecture, Windows Network, Multi and Single tenant SaaS and HaaS implementation, Microsoft 365, VMWare, SAP HANA, Suse Linux.
- BA/BS, preferably in Computer Science, Business Administration, or a related field.
- 5+ years of professional experience in technology service delivery, or account management. MSP and ERP industries preferred.
- 5+ years of leadership and proven success as TAM, vITM or vCIO of technology system integrations, implementations, and management.
- Advanced experience in Digital Transformation, Develop of Standard Operating Procedures (SOPs), “As Is” documentation, Instructions, and other documents.
- Recommended certifications: Azure Solutions Architect Expert, DevOps Engineer Expert, Cybersecurity Architect Expert, Microsoft Certified Systems Engineer (MCSE) designation, CompTIA Security+ (SY0-601) – Passing score above 820, CompTIA Cloud+ (VC1-003) – Passing score above 820, ITIL Foundation
- Experience with tools such as ConnectWise (Manage, Sell, Control and Automate), SmileBack, Liongard, IT Glue, Auvik, etc.
Nice To Haves
- MBA/MS preferred but not required
Responsibilities
- Act for our customers as their technology subject matter expert.
- Must attain a deep understanding of how all aspects of the customer’s business interrelate to provide the appropriate solution to them.
- Perform IT Risk planning and management strategies within client environments to help reduce overall risk and increase ROI of the present technologies.
- Support vCIO sponsoring Customer’s Success Steering Committee joined by C-Level and department heads.
- Dedicated point of contact and the pinnacle of escalation within MCG.
- Consistently audit all client systems and assess their outcomes.
- Audit MCG’s documentation library with customer’s assets, generate runbooks, and monthly KPI reports.
- Train the support team on changes and unique configurations and support requirements for the client.
- Collaborate with the MCG’s leadership team on the design and build of new services and product offerings.
- Act as MCG’s own Technical Account Manager to ensure we always have the competitive edge.
Benefits
- 100% employer-paid health coverage including Medical, Dental, Vision, Life Insurance, Long Term Disability
- GAP Health Insurance/Plan
- Unlimited Paid Time Off (PTO) – After 90 days
- 401k retirement plan with 40% company match (dollar per dollar)
- 10 paid holidays
- 16 weeks of paid maternity/adoption leave
- 6 weeks of paid paternity/adoption leave
- Child sponsorship for extracurricular activities
- $5,250 tuition reimbursement per calendar year
- Certification Exam Reimbursement plus Certification Bonus
- Perks: Free Daily Lunches, Free on-premises Fitness Center, Wellness Program, Birthdays Off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
