Account Manager - Premier Networx, Inc.

We're on the hunt for a proven and experienced Account Manager to join our growing managed service provider family at Premier Networx! As a managed service provider, we provide proactive IT support to our SMB clients.The Account Manager’s primary responsibility is to manage clients and their business. As a part of this management, they are responsible for providing a business point of contact for the client and are client advocates. Account Managers will ensure company policy and procedures are followed and maintained.  

 This position requires a high level of independence, business acumen, strong client service and skills. Organizational ability is important to keep track of all tasks.  Accurate and timely monitoring of client work, service calls, and related documentation is desired. A team player that can work with the internal service department to ensure a high level of client retention is met while any client procurement is funneled appropriately to the sales team. 

Our Culture - We emphasize the importance of education and continuous improvement. We strive for personal and professional growth through teaching, training, collaboration, and perseverance. Our belief in the value of knowledge drives us forward. We understand that the skilled services we offer are our product, and our top priority is to provide exceptional service to our clients with genuine care for their satisfaction.

Our People

• We strive for excellence in everything we do
• We always aim to make a positive impact with each other and our clients
• We have a passion that drives us to learn and grow continuously
• We are more than just a company; we're a family of tech enthusiasts who bring a fun and dynamic energy to the workplace
• We are dedicated to creating a supportive and inclusive environment where everyone feels valued and respected
• We believe together, we can achieve great things

Our mission is to make technology work wonders for our clients, and that all starts with delivering top-notch customer service.

DUTIES AND RESPONSIBILITIES:

• Serve as the point of contact for client escalations, including proactive investigation and resolution of potential delivery delays and/or questions that arise throughout the customer lifecycle.
• Manage service delivery to include project plans, service levels, process and deliverables.
• Lead the on-time activation of existing customers’ services including all implementations and enhancements to existing services.
• Effectively collaborate cross-functionally to develop relationships, process and procedures with adjacent teams critical to on-going customer support.
• Perform risk assessments to include the collection and development of recommendations to mitigate risk.
• Operate in a mode of continuous improvement; identify and implement improvements to enhance Customer Success objectives.
• Develop content, standards and cadence for customer reporting and periodic customer business reviews and satisfaction surveys.
• Own and manage the Customer Success Management process for existing clients by leveraging internal resources and tools, including written proposals, statements of work, business justification, etc.
• Identify areas to expand and further strengthen relationships with key clients.
• Identify business optimization and sales opportunities within assigned accounts related to service solutions.
• Collaborate with internal teams to craft solutions for client issues and optimization projects.
• Collaborate with clients to define requirements and manage expectations and communications from inception through delivery, including status updates, budget reconciliation and scope changes.
• Manage contract renewals.
• Participate in pre-sales opportunity reviews to become familiar with prospective new business.
• Thoroughly review Statements of Work (SOW) to ensure understanding of the solutions sold and implementation requirements.

MINIMUM SKILLS REQUIRED:

• Previous Managed Service Provider or IT Services firm experience preferred
• Minimum of 1 year of experience in customer service & support, customer operations, product development, account management, or customer success with proven technical expertise.
•  Training in customer success is a plus.
• Customer service skills, ideally IT helpdesk experience
• Strong interpersonal skills are required to effectively communicate with users and vendors
• Passion for teamwork, continuing education, problem-solving and exceptional customer service
• Must be well-spoken, outgoing, organized, detail-oriented, dependable, and flexible

A PLUS IF YOU HAVE:

• Microsoft Certified Professional status is a huge asset.
• Experience working with ConnectWise products, Vendor Management Portals, Knowledge-based Software, and Microsoft Office Suite.
• Experience with working with Dell products.