Now Hiring - CW IT Support - Technical Account Manager - MSP in Wilmington, NC

Full description of the position

Technical Account Manager Job Purpose: The purpose of this role is to manage approximately 90 of our smallest clients, with monthly recurring revenue of about $1,500 or less. Managing an account involves a few key outcomes: * Client Retention and Attention - working to resolve any issues or frustrations they might have through regular client check-in calls (you would work with management / technical support teams to fix the issues, you would not be the one fixing technical problems directly). * Client MRR Growth - Making appropriate recommendations so that the client's monthly spend increases approximately 20% annually due to new products or services they purchase through CW IT Support that have a recurring component, such as additional cyber security, new users / device licenses, M365 products, etc. * Project Sales / One-time Revenue Sales - Creating, presenting, and closing proposals for projects that would benefit the client, such as network upgrades, phone systems, M365 migrations, computer replacements, etc. Position Metrics / KPIs: * Key Activities * # of client check-in calls or visits * # of TBRs Performed (Technology Business Reviews) * # of Proposals Delivered * Key Results * # of Proposals Won * One-time Revenue Sold * Monthly Recurring Revenue Sold (upticks) * Total MRR under Management Key Competencies: * Customer Service and Communication Skills, in person, over video, and on the phone. First and foremost, this is a customer service position with client retention as the number 1 goal. * Technical Knowledge: * M365 Technologies in terms of features, benefits, how it works * Microsoft Azure Fundamentals * Intune / Endpoint Management Fundamentals * Microsoft Windows 10 / 11 Fundamentals * VoIP Technology Fundamentals * Competency in using Word, Excel, PowerPoint * Typing of 50+ WPM * Networking Fundamentals * Firewalls / Routers, Switches, Cabling, Network Rack Setups, WiFi Technology * Sales Ability * Estimating / Quoting Experience * Presentation / Closing Experience (with existing clients) * Prior Account Management Experience Compensation: $50,000 base salary + bonuses + profit sharing + benefits. Total comp expected to be $60,000+ Bonus Structure: Bonuses are based your personal contribution of OTR sales (one time revenue) as well as for overall MRR growth (retention, new client MRR / upticks) of existing accounts you manage. Project Revenue Bonus on Personal Sales: $50,000 per quarter - $0 Bonus (QUOTA) $60,000+ per quarter - $1,000 Bonus $75,000+ per quarter - $2,000 Bonus $90,000+ per quarter - $3,000 Bonus MRR Bonus (based upon MRR growth for accounts you manage): $2,000 per quarter QUOTA = no bonus Red Goal: $3,000 per quarter = $1,500 Bonus Yellow Goal: $4,000 per quarter = $2,000 Bonus Green Goal: $5,000 Per quarter = $2,500 Bonus Bonus Structure would allow for $74,000 annual total comp with estimate profit sharing of $500 per quarter