Technical Account Manager

F12.net•Edmonton, AB

29d•Onsite

About The Position

F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place. At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us. The Technical Account Manager will provide an elevated experience and strategic integration by leveraging the F12 VCIO’s to assist in offering an enhanced customer value. They will work cohesively with the managers of the technical teams, Project Teams, and Coordinators Teams for seamless escalations and conflict resolution, as well as enabling the Renewals and Conversions Team for smooth and successfully renewal of our flagship clients. The Technical Account Manager (TAM) will have an in-depth knowledge of their account base and build relationships with purpose. They will understand internal F12 team challenges within their base, work to resolve and align to improve the overall customer experience. Partnering with the Account Coordinators, they will ensure smooth aligned delivery of operational resolution and ongoing communication to the customer.

Requirements

Advanced business knowledge and acumen. Understands the components of a successful business and how IT contributes to achieving goals
Formal technical training, such as technical certification(s), or post-secondary education in a technical program, or equivalent
Experience working in a technical program or equivalent experience working in a technical/troubleshooting capacity
Capable of having technical conversations with vendors, colleagues and customers to scope technical solutions that a technician could deploy
Experience building lasting connections that go beyond the traditional vendor relationships. Clients view Account Managers as a trusted advisor, not simply a transactional resource.
A proactive, strategic thinker. Able to ask the right questions and continuously anticipate Client needs
A skilled communicator can identify a challenge based on Client feedback, translate requirements to internal resources, and communicate the solution back in a way that is easily understood by the Client

Responsibilities

Builds business relationships with purpose, advancing organizational goals of approximately 30-35 top-tier F12 accounts while maintaining retention of account base.
Analyzes individual client challenges and proposes solutions to resolve them by creating, designing, and implementing client roadmaps.
Clients view Account Managers as an extension of their organization. Consults and makes recommendations on key business decisions. For example, asked to join client annual business planning sessions
Advocates for the Client within F12. Identifies and collaborates with internal stakeholders to resolve issues or escalations that impact client experience.
Presents roadmap to Client in a compelling way. Client is committed to achieving roadmap outcomes
Educates Client on F12 processes that enhance service delivery such as understanding escalation paths
With guidance from the General Manager, defines measures of success for account base in annual and quarterly business plans
Leverages advice of General Manager to improve roadmap and drive conversion to F12 primary offering
Partners with internal stakeholders on how to improve account base experience within F12. Present areas of concerns, suggestions for enhancements, or overall trends and works with other departments to implement solutions
Keep track of key account metrics
Assess competitors by analyzing and summarizing information and trends, identifying sales opportunities
Advises customers on technical scope, such as leveraging F12 services and products to better serve the clients tasks and goals
Inform and train clients about F12 products and services
Documents customer needs
Researches current market trends, learn about new technology products and services to create better dialogue with the customer base
Matches customer pain/requirements to potential technology solutions