Technical Account Manager

The Technical Account Manager (TAM) works closely with Axxys managed services clients and Axxys sales staff in a consulting and planning capacity. The TAM must integrate technical service objectives with the client organizations through communication, planning, consulting, and execution of technical services. Services delivered must include managed services objectives (MSO) as well as regular communications and standard technical services according to service agreements and client initiatives.

The TAM will also coordinate efforts for providing excellent services among internal team members responsible for solutions sales, service operations, service delivery, and management reporting.

The Technical Account Manager and Account Executive (AE) should work in a collaborative manner to provide the best possible service delivery and solutions delivery to clients. The AE or TAM may discover opportunities for clients, and should work diligently to ensure cooperation in delivering information to the client.

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following.

Establish and implement baseline communications expectations and objectives with clients. This includes but is not limited to frequency of business reviews and consultative planning sessions with key team members. This will also include working with Axxys management team in determining of higher level vCIO services are applied to client services agreement.

Establish and implement schedule for managed services objectives and delivery of documents and communications of completed deliverables. MSOs include annual services such as budgeting and forecasting, quarterly or semi-annual deliverables such as security reviews, documentation updates, and monthly deliverables such as monthly health checkups. For complete listing of MSOs refer to internal documentation regarding objectives and best practices/standards, or consult with Vice President of Technical Operations.

Complete monthly service ticket analysis regarding service requests and completed orders. This review should include a follow up communications to the managed client and Vice President of Technical Operations regarding any trends that impact the efficiency of the technology solutions utilized by the client as well as an analysis and identification of opportunities for improvement through project services or training of employees and partners.

This analysis may result in the identification of opportunities for projects, services, and/or product sales that should be communicated to Axxys sales team.

Work with Operations team to evaluate service requests and tickets submitted by clients, and evaluate time, expenses, and KPIs defined by management team.

Conduct regular business reviews with a Vice President, Account Manager, and the client to review completed MSOs and discuss information technology strategies and plans.

Provide annual service forecast for managed client to management team for the purposes of pipelining activities with management team. This is not a budgetary item but rather an overview of what is expected to occur with the client over the next annual cycle in relationship to the client’s business and technology goals.

Ensure that system documentation, procedural documentation, and end-user documentation is up to date in order to improve and assist in services provided by technical services team.

Managed Services Objectives are categorized as either strategical or tactical and may be delegated according to their category. Strategical tasks must be completed by the Technical Account Manager, whereas Tactical may be delegated to the team. If task is delegated, the TAM is still responsible for reviewing the material upon completion.

Strategical Items include
: IT Recovery Guide, Business IT Analysis, Business Reviews

Tactical Items include
: AD Review, Password Change Review, Security Review, Monthly Health Checkups, Restore and Virtualization Testing, Labeling and Documentation

* This list is not intended to be a comprehensive list, please review complete Managed Services Objectives if necessary

Act in the capacity of a virtual CIO (vCIO) for clients who have engaged Axxys Technologies for managed services that include this offering/service. This designation may include various client specific adjustments to deliverables to meet specific client needs.

Provide mentoring and guidance to technical services team at Axxys and provide service delivery leadership relating to client solutions. Work with Vice President of Technical Operations by reporting technical service team knowledge and skillset requirements to meet client needs.

Work with peer Technical Account Managers and Vice President of Technical Operations to build and maintain a set of best practice standards that are targeted for all clients. This includes striving to conform technology solutions to best practices that are standardized as much as possible across all managed clients.

Regularly review client effective rates measuring efficient…