Technical Account Manager

Role Summary
The Technical Account Manager is a key role that ensures the success of the service we deliver to our customers. It is designed to provide a full-service support model for our customer's current and future IT requirements.
The Technical Account Manager has the relevant industry knowledge to work with our customers to understand their business priorities. You will apply practical thinking and execute those day-to-day and longer-term actions needed to ensure our business solutions align with our customers and their employee needs. You will have a structured approach with a high standard of service, ethics, and professionalism. The challenge of delivering great service drives you and you thrive on the ability to make a difference.
In this role, we are looking for an experienced Technical Account Manager who can help us shape and build a world-class Microsoft Managed Services business.
The Technical Account Manager reports to the Global Manager of Customer Success.
We need someone who:

• has experience actively seeking out and closing upsell opportunities
• has experience working with a distributed and international team
• has experience in service and process design, development, and implementation
• has experience gathering information and drafting reports
• has a passion for customer service
• can deliver presentations to a wide variety of customers
• can look for upsell opportunities in their account base
• is an independent worker capable of self-management
• is hands-on and can be part of the core team delivering a new managed service

• Design, build, and lead the Modern Management managed service experience, proactively seeking customer-oriented outcomes.
• Be part of the foundation team that delivers Modern Management managed services to our first customers across the USA, Australia, and New Zealand
• Understand your customer's business priorities and needs through continual engagement and building relationships with stakeholders within your customers.
• Understand your customer's technical requirements and prioritize needs based on stakeholder engagement
• Work with Service Delivery to ensure the services are available, delivered, and supporting your customers according to agreed service level agreements and stakeholder expectations
• Ensure the products, services, and processes continually improve and evolve to meet stakeholder expectations for quality and cost
• Work with project managers to ensure that projects are completed on time, to budget, and meeting/exceed expectations
• Produce and deliver quality reporting for our customers and for internal management
• Lead the incident management process, delivering pro-active issue resolution to customers when required
• Co-ordinate with your offshore team members and Mobile Mentor's leadership team to grow our Modern Managed service across the group