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Account Manager



As a Technical Account Manager at Think|Stack, you will primarily work with our clients to identify solutions to be implemented according to an organization’s goals, needs, and objectives. This person works with both our client relationship team and technical team to guide our clients by designing and communicating technical solutions based on the client goals and roadmap. This role will expand opportunities with our current client base and increase customer satisfaction by providing technical support before and after-sales, and throughout the relationship. The technical account manager should be able to satisfy client queries in a timely manner and communicate to clients the solutions and value Think|Stack provides, as well as to increase sales.

To be successful as a technical account manager, you should have excellent technical skills and knowledge, as well as sales ability and interpersonal skills. Ultimately, a great technical account manager understands the technical, is analytical and well organized and able to communicate complicated technical information to the client. This person should be able to have strategic technical conversations with executives, as well as daily conversations with the client day-to-day points of contact.

The Technical Account Manager will collaborate with team members across departments to ensure systems & infrastructure requirements are understood and translated into technical solutions and the client's issues are solved. This position is responsible for ensuring clients feel they can always count on Think|Stack as a partner and exemplifies the core value of Family Trust.

You are a self-starter, and you take the initiative. You have the natural curiosity to identify, investigate and solve problems. You are also able to juggle seeing various clients’ goals and needs, while balancing that with helping them through their transformation journey.

Essential Functions & Responsibilities

  • Primary point of contact for day-to-day client technical guidance and solutions questions.
  • Maintain a clear understanding of what services and solutions Think|Stack offers our clients and how these can support their organizations
  • Maintain a clear understanding of the client’s environments, typical workflows, goals, and how they do/can use Think|Stack services and solutions to better serve their tasks and goals.
  • Evaluating client needs to providing recommendations in line with their goals and best practice, designing the scope of solution or service for them when opportunities arise.
  • Work closely with the technical, service delivery and the project management teams to understand the client’s needs, goals, and status
  • Complete Quarterly Business Reviews (QBRs) with clients to illustrate the value, wins, and opportunities. This may also include reviewing of monthly reports when requested or with new clients.
  • Providing technical guidance and support to customers before and after-sales.
  • Effectively communicate between client and Think|Stack internal team members the client’s goals and objectives, as well as their overall technology strategy.
  • Continue to stay up to date on new an evolving technology opportunities or trends to educate clients about future opportunities, trends, and areas of risk
  • With the Client Relationship team, ensure client satisfaction with both the solutions and delivery of our services.
  • Provides education to clients on Think|Stack’s services, solutions, and value.
  • Build roadmaps and proposals for client solutions and future projects.
  • Build long-term relationships with clients with the understanding of their goals and needs
  • Identify new sales opportunities by building relationship with clients up-selling and cross-selling within existing accounts when transformation opportunities are identified
  • Work with the sales and technical team to communicate client needs and future projects, services, recommendations
  • Assist with tracking key metrics, deliverables and forecasting based on predicted sales and client’s needs
  • Other duties as assigned

Position Requirements:

  • 8+ years of hands-on technology experience in a variety of areas, including network, infrastructure, cloud
  • Ability to maintain a deep technical understanding of client environments and effectively communicate risks and opportunities
  • 3+ years of client management or customer service experience
  • Strong social, cross group collaboration, program management, time management and negotiation skills
  • Ability to handle, track and communicate many details at many organizational levels for multiple stakeholders and relay status promptly.
  • Strategic thinker and the ability to analyze and solve problems quickly
  • The ability correlate information and data between clients and alerts.
  • Must be highly Organized: Clients and their transformation plans are multi-step processes. Juggling all the tasks requires high levels of organization and a strict adherence to process
  • Effective communication skills and the ability to communicate with both technical and non-technical clients and internal team members

Behavioral Competencies:

  • Strong verbal and written communicator that possesses a strong analytical capacity
  • Professionalism
  • Trust/Confidentiality
  • Continuous Learning & Development
  • Ownership & Accountability
  • Can work under deadlines
  • Team player

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be requested to enable individuals with disabilities to perform the essential functions.

  • Routinely required to sit; walk; talk and hear; use hands to keyboard, finger, handle, and feel; stoop, kneel, crouch, twist, crawl, reach, and stretch.
  • The employee is occasionally required to move around the office
  • Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  • May require travel dependent on company needs-client on-site
  • The employee may occasionally lift and/or move up to 30 lbs.

Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Tuition reimbursement
  • Vision insurance
  • Work from home

Schedule:

  • 8 hour shift
  • Monday to Friday

Application Question(s):

  • Have you worked for an MSP/MSSP?

Experience:

  • Hands-on technology: 8 years (Required)
  • client management or customer service: 3 years (Required)

Work Location: Remote



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