Now Hiring - Strategic Technical Account Manager in West Chester, OH

Prosource, the region’s leading business technology solutions provider, has been awarded a Top Workplaces 2022 honor by The Enquirer. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC. The anonymous survey uniquely measures 15 drivers of engaged cultures that are critical to the success of any organization: including alignment, execution, and connection, just to name a few.

Major Goals and Responsibilities:

The Strategic Technical Account Manager (STAM) is responsible for maintaining a strategic business relationship with the C-Level and/or primary contact. The STAM will provide strategic technical guidance to the customer through strategic business reviews and by creating a unique technology roadmap for each customer. The STAM will be responsible for maintaining and growing monthly recurring revenue from their customers as well as selling IT hardware, software, and projects within their customers base and actively maximizing our product stack adoption within each account.

• Perform TAP (Technical Alignment and Planning) meetings with each managed IT customer, following the SBR agenda. Topics will include:
  • Demonstrate our value to their business through performance metrics and reviewing technology initiatives we have implemented over the past quarter.
  • Deliver technology advice and guidance to each client based on their current technology position and needs.
  • Educate the customer on technology trends that impact their business or industry.
  • Review and understand the customer’s business climate and goals and discuss how we can use technology to help them achieve their goals.
  • Create and update an annual technology budget.
  • Discuss and plan for upcoming and future technology projects.
  • Support and/or lead the Change Management (technical & cultural) to help the client achieve their desired outcomes.
• Create and update a Technology Roadmap for each managed IT customer to align technical needs with the customer’s business goals and objectives. Use this document to identify opportunities for current and future needs and review quarterly at the SBR.
• Provide or coordinate regular customer training including security training, disaster recovery and risk assessments and planning, product education, etc.
• Escalation point for customer to get service & technical problems resolved. The STAM is empowered to make decisions as necessary to take care of the customer.
• Responsibility to make sure ticket QA is completed and look for recurring trends or issues.

Sales (20%)

• Retain and grow MRR (Monthly Recurring Revenue) from customer base.
• Uncover, manage, and close opportunities where technology can be purchased and/or used to improve the customer’s business either through increased productivity, improved efficiencies, or improved security & compliance.
• Maximize product stack adoption and compliance across customer base for best performance, reliability, security, and response/resolution time to incidents.
• Negotiate contract renewals and upsells to existing customers.
• Work with Net New Sales to transition new ManagedIT clients to their Customer Support Team.

Team Quarterback (20%)

• The STAM should be seen as the team quarterback within their Customer Support Team, should lead the daily huddle, and should make sure the team is aligned around the priorities of the team’s customers.
• Keep team informed of what is going on within customer base.
• Coordinate conflicts with department managers as needed.
• Act as the liaison between the client and the service delivery team when there are technical issues and/or needs.
• Work with the Project team to develop and deliver Statements of Work.
• Utilize the CSS (Customer Support Specialist) to help you compile reports, receive quotes, follow-up on open items, create purchase agreements, etc.