Technical Account Manager

Company Description

Frontline, LLC is Southern California's trusted leader in small and mid-size business computing. We specialize in providing Managed Services, network and computer support and Information Technology (IT) consulting services to small and mid-size businesses in the Southern California area.
Frontline, LLC does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Job Description

This position currently reports directly to the Operations Manager and is responsible for working closely with the vCIO/Technical Account Management team in developing and maintaining Client technical knowledge, driving standards and best practices, and providing regular, proactive service. The Technical Account Manager’s main purpose is to lessen the reactive issues for Clients. The Technical Account Management team enables the Virtual CIO to provide consultative services to the client that align with their business initiatives and industry best practices.

A qualified candidate needs to possess strong communication skills, accountability and ownership of issues to completion.

Qualifications

TECHNICAL RESPONSIBILITIES

Develop and maintain technical knowledge of the client environment for approximately 15 to 25 assigned client accounts.

Perform regular proactive services to validate other Frontline service delivery areas are effectively working. For example; Centralized Services (monitoring, patching, etc…) and Service Desk (escalations, ticket resolution).

Work to drive Frontline standards and best practices across assigned client base.

Minimize reactive service issues by identifying trends and collecting service based information from end users.

Identify technical risk through the completion of Frontline’s best practices checklist tool.

Foster the technical relationship with the client.

Review standards, work with vCIO to evaluate technical risks and work to bring them into alignment with Frontline best practices.

Work with vCIO on recommendations for overall client IT systems improvement.

Work with the vCIO and Service Desk to identify reactive support trends within the client environments.

PROJECT MANAGEMENT RESPONSIBILITIES

Perform regular day-long visits as needed to assigned clients. Coordinate and communicate with client DCCs (Designated Client Contacts) during these visits.

Utilize structured communication as laid out by the vCIO when interacting with the DCC.

Through conversation and inquiries, uncover business objectives that directly or indirectly have an impact on the client’s IT systems. For example; physical move, new Line of Business application, new hires, need for enhanced remote access, etc…

Occasionally participate in Client Review Meetings, including informal remote and formal on-site meetings. Meetings objectives will include; Review Performance Metrics, Discuss Client Business Challenges and Needs, Quotes, Projections, Budget review, Review Performance Metrics, Receive Client Feedback.

As needed, engage with 3rd party IT vendors to collect current and future product and service information.

Ensure that clients are receiving appropriate Centralized Services and reports.

Job requires regular travel and occasional off-hours or weekend work.

Research and evaluate third party vendors for client and internal use.

Maintain up to date Time Entries and Expenses for billing and accounting purposes.

Mentor employees with less experience to enhance professional development.

Additional Information

Normal Office, light work (lift up to 50 lbs). The employee frequently is required to sit and stand for extended periods of time and use hands to operate computer keyboard, mouse, telephone and basic office equipment. While performing the duties of this job, the employee is regularly required to talk, see and hear. Ability to drive a vehicle.