Technical Account Manager I

Technical Account Manager Ii

At ISG Technology, we\'re unlocking possibilities for our clients by providing IT services that help drive business growth. We\'re freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we\'ve been doing it for over four decades.

As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRNs Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings. But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 70, compared to the industry average of 47.

If you\'re the type that takes pride in providing world-class support, you may have what it takes! Technical Account Manager II\'s (TAM II) will have overall responsibility for an account or set of accounts as assigned. The TAM II will be the primary Services contact for the client and the Account Executive for assigned client activities. The TAM II will have responsibility for day-to-day account leadership and for client presentations related to ISG services, escalation resource for clients and ISG related actions as required. The role will liaison for all project activities from any ISG resource assigned to the clients that are supported by the TAM II. Job duties also include end to end responsibility for delivery of service, SLA analysis and reporting, financial analysis, and customer satisfaction.

You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the ways we operate. You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations. You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction. You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor. You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis. You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a know-it-all.

You successfully fulfill the following essential duties and responsibilities: You will provide strategic oversight to the position by: reviewing and approving all project plans and assess impact to end to end services for client. Ensuring client reviews are performed as required contractually and per governance model. Includes all Monthly and Quarterly Business Reviews and ownership of all content and presentation completion. Leveraging business knowledge and expertise to drive business process improvements. Recognizing areas for internal improvement and work with teams to develop plans for implementation. You will utilize your administrative skills to efficiently perform various administrative tasks as needed, including logistics for meetings and workshops, room bookings, catering, and visitor registration. Provide regular updates of the progress and status of specific projects and MSP activities. You will use your collaborative skills to interact closely with finance team to analyze ongoing financial reporting / charging and maximizing profitability for account(s). Coordinate meetings with customers, internal and cross-functional teams. Generate meeting materials and produce post-meeting deliverables. Effectively work with teams to identify / mitigate delivery risks and participate in the creation of risk mitigation plans. Collaborate across all business units to control resource requests while aligning to budgets and project plans. Demonstrate a commitment to ISG Technology\'s Core Values. Support the Company by completing all other job duties assigned.