Now Hiring - Information Technology Key Account Manager (+ commission) in Foxborough, MA

Key Account Manager - (commission opportunity)

Local travel to client sites, as needed

WHO WE ARE:

TSI is an IT support and cybersecurity firm providing best-in-class technology solutions and professional services to businesses throughout the Northeast. Since 1989, Technical Support International (TSI) has been a leading Managed Service Provider, proudly serving the IT support needs of hundreds of New England SMBs.

We specialize in providing Computer Networking and Support, Managed Services, Cloud Computing, Managed Security and IT/Cybersecurity and Compliance Consulting. The organization was fabricated on high quality of service, strong work ethic and team players while supporting SMB IT/Cybersecurity client objectives/needs. Our objective is to help IT professionals and business executives overcome their organizations daily technology/security/compliance challenges allowing them to focus on their strategic goals in growing their business.

Job Summary:

The Key Account Manager is responsible for building and maintaining strong and meaningful business relationships with his or her assigned account base. Although important to TSI, managing clients’ sales lifecycle is preceded by customer satisfaction. The role for this position is to ensure the clients satisfaction and helping extend the customers retention with TSI by providing the highest quality of customer service. It is also expected of the Key Account Manager to work as a consultant to their client base by developing a thorough understanding of customers’ business and technology needs, while farming active clients by up-selling products and services. This position acts as a liaison between TSI and the client; ensuring customers realistic expectations are met with satisfaction.

Essential Functions/Primary responsibilities:

• Serve as the primary point of contact for assigned clients, understanding their business goals and requirements.
• Ensure client satisfaction by developing consequential business relationships and trust with customer base, leading to a decrease in client churn.
• Regularly communicate with clients to understand their evolving needs, address concerns, and provide updates on service delivery.
• Proactively address any issues or escalations that arise during service delivery, ensuring timely resolution and client satisfaction.
• Continuously manage and achieve clients’ realistic expectations in a timely fashion with client meetings, action items, questions, requests and education.
• Consistently review customer satisfaction with surveys, conversations, visits or communication.
• Manage clients Recurring Revenue to minimize decline.
• Act as a liaison between billing, customer service and tech support to expedite and resolve client issues ensuring customer satisfaction.
• Work with customers to develop a deep understanding of their product and service needs and effectively communicate the benefits and features.
• Acquire strong acumen of TSI products and services to meet customer expectations.
• Identify and qualify new sales opportunities for current customers and manage expectations throughout the lifecycle of the account.
• Develop and organize onsite presentations showcasing TSI services and products to customers.
• Work closely with product specialist/sales engineer and management to develop solution recommendations, proposals and contracts.
• Maintain in-depth knowledge of TSI ‘s order to implementation process.
• Develop in-depth knowledge of ConnectWise, IT Glue and various TSI software tools to become proficient with applications.
• Achieve revenue growth with current customer base by upselling services and solutions.
• Renew and maintain customer base term agreements.
• Meet with and evaluate customer base on quarterly basis or when permissible and possible.
• Willingness to travel and visit clients in the field 25-50%

Dependability:

• Demonstrates quality standards observable through consistency and reliability.
• Contributes fully and equally within context of role to achieving team and organizational goals.

OTHER RESPONSIBILITIES:

• Assists and/or coordinates with special projects as needed.
• Other duties as required.

EDUCATION AND OTHER EXPERIENCE:

• Bachelor’s Degree preferred - in Business, Technology, or Communications; lesser degrees accompanied by equivalent relevant experience.
• 4-5+ years; demonstrated experience account management (sales cycle).
• 2-3+ years; Managed Services Provider (MSP)/Managed Security Services Provider (MSSP) experience preferred.

OTHER SKILLS, KNOWLEDGE DESIRED:

• High energy and self-motivated.
• Strong organizational, and customer service skills.
• Independent, resourcefulness in using tools to apply research and solve problems.
• Ability to multi-task and adapt to changes quickly in a fast-moving environment.
• Strong PC skills, including expertise in Microsoft Word and Excel.
• Self-confident, with exceptional interpersonal skills and maturity to represent the company both internally and externally.
• Excellent communications skills with written and verbal fluidity and proficiency in English language.
• Excellent time management skills.
• Adaptable and confident with technology; ability to explain technology services in simple, understandable terms.
• Adherence to the highest quality standards.

OTHER REQUIREMENTS:

• Adhere to all policies as outlined in the Employee Handbook which shall extend to client locations where applicable, including but not limited to all safety policies and rules and regulations; standards of conduct; workplace harassment policies; sexual harassment policy.

PHYSICAL REQUIREMENTS:

• Must have dexterity in fingers and hands for work requiring fine motor skills including but not limited to keyboard and phone operations.
• This position requires strength in hands, wrists, and arms for the ability to hold and maneuver equipment.
• Must have the ability to reach upwards and outward with arms and hands.
• Must be able to bend, stand and sit for extended periods of time.
• Must be able to perform related activities, such as, but not limited to some lifting up to 20 lbs. unassisted (technology equipment).

DISCLAIMER:

Job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions relevant to the reasonable needs of the company and to perform any other related duties requested by his/her manager.

No relocation. Hybrid work potential with in office on scheduled days. Local travel is expected.

To be considered for this position applicants should respond with a cover letter and resume.

Respond to: Manager, Human Resources

Job Type: Full-time

Pay: $60,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Cell phone reimbursement
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Mileage reimbursement
• Paid time off

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Commission pay
• Quarterly bonus

Travel requirement:

• Up to 25% travel

Ability to commute/relocate:

• Foxborough, MA 02035: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you willing to undergo a background check is selected as a finalist?
• Have your reviewed the salary range and does it meet your requirements?

Experience:

• Account Management: 3 years (Required)

Language:

• English (Required)

License/Certification:

• Driver's License (Required)

Work Location: Hybrid remote in Foxborough, MA 02035