Account Manager

Reliable Technology Services is a Frisco, Texas based Managed IT Service Provider that builds enterprise class infrastructure, voice, and data networks for small and medium sized organizations. Reliable was founded in 2007 with a mission to provide superior technology solutions delivered with integrity by experts who excel at creating solutions for complex business problems, and to be a key player in the success of others. Reliable has employed a team of the best and brightest technology engineers and support staff in the DFW area. This position is a key member of Reliable Technology’s Solutions Team. The PARTNER EXPERIENCE MANAGER is responsible for all things related to client satisfaction. They foster strong connections with clients, understanding their unique needs and pain points. They are an IT confidante, someone who speaks the language of business and technology fluently. Their days are filled with regular communication, active listening and relationship building. The PARTNER EXPERIENCE MANAGER works closely with everyone in our organization - the sales team, the service desk team and the finance team. The job is based full-time at our main office in Frisco, Texas and because of the physical nature of the work, requires that you to be in the office every day. It can be a very quick moving and high-volume role as our clients have immediate and emergency needs that pop up from time to time. If this excites you then we welcome your application.

BENEFITS

Medical, Dental, and Vision Insurance Short Term / Long Term Disability Life Insurance 401K (non-matching) Paid Personal Time Off Local Sporting Events and Outings

JOB REQUIREMENTS

OBJECTIVES

Main point of contact in all matters related to client concerns and needs Maintain and Strengthen client relationships Ensure Clients are utilizing our full suite of products and services

RESPONSIBILITIES + DUTIES

Develop trusted advisor relationships with the Decision Makers, Key stakeholders Oversee and Manage Onboarding of new clients Oversee and Manage Projects and Client Objectives Perform Monthly Check-Ins Generate and Perform Strategic Business Reviews: Quarterly and Annual Forecast and track account metrics Upsell technology stack to clients Maintain and ensure products to managed services are up-to-date Validate monthly client invoices Handle inquiries and requests from customers, addressing their needs in a timely fashion

QUALIFICATIONS + SKILLS

This job absolutely requires the following. Do not apply if you don’t have: Excellent verbal and written communication skills and organizational abilities The ability to organize and manage your workload independently and meet short timelines The ability to handle stressful situations and deadlines The ability to translate general objectives into specific tasks for action Self-motivation and the ability to work in a fast-paced environment Fluency with computer networking products and related software, technology products in general, and IT services generally

GENERAL REQUIREMENTS

Work business hours 7:45 am – 4:45 pm; After-Hours as required to meet client needs Schedule flexibility to accommodate client needs Must be detail oriented and accurate Must have strong interpersonal and documentation skills Ability to interface effectively with others to foster a cooperative, team-based approach to problem resolution and/or project-based work is required Must have a keen sense of awareness for others needs and communication styles Ability to have fun in a fast-paced environment Strong ability to analyze data and make intelligent decisions Ability to identify when senior/management level assistance is needed Excellent communication skills, both written and verbal Excellent organizational skills and ability to adapt easily Ability to prioritize, multi-task, work around deadlines and adapt easily Must be able to work effectively and contribute value with limited direction

GENERAL RESPONSIBILITIES

CUSTOMER CARE

Quality customer service is a top priority. Respect for the customers, employees, and all other stakeholders, coupled with professional and ethical behavior at all times is a requirement. Proven experience showcasing accuracy, analytical abilities, ethics, and values Ability to provide product and service information, and suggest products or solutions for sales Ability to successfully balance the needs of the customer and the needs of Reliable Build relationships with customers to establish and maintain trust, credibility, and respect Ability to remain professional, confident, courteous, and patient at all times

TEAMWORK

Build relationships with coworkers, including members of other departments, to get results Build relationships with customers as though Reliable were a member of the customer’s internal technical team Offer ideas for process improvement and maintain procedural documentation Engage in excellent communication, documentation and record keeping

KNOWLEDGE + LEARNING

Regular desire to take on new challenges with the goal of expanding your individual knowledge, skills, and abilities Engage in training and educating other team members to facilitate growth and learning for all team members Actively seek out methods for expanding your knowledge and skills beyond company provided or company mandated learning initiatives Actively seek out information on best practices and recommend new processes to improve efficiency

REPORTING STRUCTURE

This position reports directly to the Managing Business Partner. Tasks may be assigned and managed by other departmental managers. Coordination and communication to facilitate all client service needs is essential. HR matters will be handled by the Human Resources Manager in coordination with the Managing Partner. Tasks may be assigned and managed by other departmental managers. Coordination and communication to facilitate all client service needs is essential.

PHYSICAL DEMANDS

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 made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must periodically lift and/or move large, bulky and/or heavy items up to and exceeding 50 pounds and/or use a dolly to handle such items. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. #J-18808-Ljbffr Reliable Technology Services