Technical Account Manager

Summary about this job

Detail information about job Technical Account Manager. Terms and conditions vacancy

Technical Account Manager

About us

NewBase was founded in 1992, is Australian and privately owned based in Brisbane. For more than 26 years NewBase have been providing strategic, cost effective IT solutions to the South East Queensland marketplace. NewBase is a long standing provider of high quality IT solutions and services to organisations across a broad range of industries and government sectors. NewBase assists organisations in making strategic decisions about how to reduce risk and increase productivity for their business whilst keeping with low operational cost expectations. Our solutions emphasise increasing employee productivity and flexible work environments.

About the role

We are looking to add a self-motivated Technical Account Manager (TAM) to our growing team. This is a role within a growing Managed Services & Cloud environment. You will be working with a portfolio of clients in both the Corporate and Government sectors using systems and procedures that help you maintain a good work life balance and be productive at the same time.  You are a proven and driven IT professional with a minimum 8 years of experience.

As a Technical Account Manager you will be responsible for the Technical Account Management of a portfolio of clients. This is a client-facing role, which requires you to work on both strategic long term and short term plans and projects. You will need to have a good understanding of how the customers’ business works and are will be responsible for ensuring our configuration information is kept up to date. You will need to build strong relationships with clients and become a trusted advisor. The TAM will enhance existing processes to improve efficiency, quality and reduce cost of service delivery.

You are able to demonstrate the following attributes

·         Communication

o   Clearly conveying information and ideas to individuals in a manner that engages the audience and helps them understand and retain the message

·         Gaining Commitment

o   Using appropriate interpersonal styles and techniques to gain acceptance of ideas or plans

o   Modifying behaviour to accommodate tasks, situations, and individuals involved

·         Building Partnerships

o   Identifying opportunities and taking action to build strategic relationships between teams, departments and organisations to help achieve business goals

·         Innovation

o   Generating innovative solutions for the corporate environment

o   Trying different and innovative ways to deal with work problems and opportunities

·         Client Focus

o   Ensuring that the client's perspective is a driving force behind business decisions and activities

o   Crafting and implementing processes that meet client and business needs

·         Decision Making

o   Identifying and understanding issues, problems and opportunities

o   Comparing data from different sources to draw conclusions

o   Taking action that is consistent with available facts and constraints

Duties and Responsibilities

·         Manage the technical customer relationship to ensure deliverables are achieved and Customer Satisfaction targets are met

·         Demonstrate an in-depth knowledge of our Services Catalogue to identify and communicate to the customer how solutions can increase productivity or reduce risk

·         Work with the Relationship Manager and CTO to seek opportunities, trends, capabilities and products to the advancement of the organisation

·         Interact with the client at an operational level to provide strategic recommendations

·         Ensure contractual service deliverables are understood and managed effectively

·         Work with the Service Manager to identifies and lead continuous improvements for the customer or internal business processes

·         Act as a technical escalation point for the Service team and act as the customer’s advocate

·         Ensure all aspects of the Infrastructure are thoroughly documented and ensure these documents and diagrams are contemporary

·         Present service performance reports to the client on a reoccurring basis

·         Operate according to NewBase procedures and workflow

·         Operate within a change controlled environment

Skills and Experience

Core Requirements

·         Minimum 8 years’ experience in the IT industry

·         A prior technical engineering background is essential (infrastructure or communications)

·         Experience in a similar role with a proven track record

·         Proven capacity to contribute to and implement strategic initiatives

Any of the following skills would be an added bonus

·         Knowledge and demonstrated experience across ISO or ITIL service disciplines

·         MCSA Microsoft Certified Solutions Associate

·         MCSE Microsoft Certified Solutions Expert

·         VMware VCA or VCP certification

·         Prince2 certification