Technical Account Manager

Description About ISG Technology

At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades.

As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN’s Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings.

But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 70, compared to the industry average of 47. If you're the type that takes pride in providing world‑class support, you may have what it takes!

• Client Relationship
• Recurring Financial Metric for Assigned Account(s)
• Continuous Improvement
• Maximize Service Offerings Provided to All Clients Through Providing Recommendations to Team
• Service Delivery and CSAT for Assigned Account(s)

Technical Account Manager I (TAM) will have overall responsibility for an account or set of accounts as assigned. The TAM will be the primary Services contact for the client and the Account Executive for assigned client activities. The TAM will have responsibility for day-to-day account leadership and for client presentations related to ISG services, escalation resource for clients and ISG related actions as required.

The role will liaison for all project activities from any ISG resource assigned to the clients that are supported by the TAM. Job duties also include end to end responsibility for delivery of service, SLA analysis and reporting, financial analysis, and customer satisfaction. Ongoing review to ensure all ISG service catalog offerings are being evaluated to implement to client (cross-sell) and working with delivery team to maximize account profitability targets.

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate.
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction.
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a “know-it-all.”

• Supporting Account Executive to ensure client reviews are performed as required contractually and per governance model. Includes all operational and strategic client meetings. Monthly and Quarterly Business Reviews and ownership of all content related to services, operations, strategic technology recommendations and support presentation to client.
• Partnering with Solutions Architects to build and maintain assigned client technical roadmaps.
• Actively participating in monitoring of assigned client’s technical projects with the Project Manager and technical team to ensure service delivery standards.
• Leveraging business and technical knowledge and expertise to drive business process improvements.
• R…