Join Our Team!

GENERAL SUMMARY:

DEVsource Technology Solutions is seeking a Technical Account Manager. The Technical Account Manager is responsible for nurturing long-term client relationships, ensuring high levels of satisfaction and engagement, and addressing any technical challenges that clients face. The role involves understanding clients’ business needs, recommending IT solutions, and assisting clients with technology planning to enhance their business operations.

Essential Duties and Responsibilities:

• Ensure ongoing client retention by proactively communicating and addressing client needs and concerns.
• Evaluate client needs and recommend appropriate IT solutions to solve challenges and support business objectives.
• Maintain consistent contact with clients through emails, phone calls, and face-to-face meetings.
• Respond to and resolve client concerns promptly, ensuring satisfaction and timely resolution.
• Assist clients in aligning their IT planning and budgets with their business goals and needs.
• Measure and track client satisfaction, ensuring that services meet or exceed client expectations.
• Assist clients with the sale of products, including hardware, software, licenses, and service renewals.
• Help onboard new clients by guiding them through discovery, standardization, and stabilization processes.
• Participate in client events such as informational briefings to foster relationships and engagement.
• Review invoices for accuracy and client agreements for improvements or opportunities.
• Act as an escalation point for service-related issues and collections, resolving complex concerns.
• Contribute to the development of SOPs for client services and ensure smooth operations.
• Keep up-to-date client documentation and track all work performed, including issues, tasks, and follow-ups.
• Participate in departmental meetings and team huddles to maintain communication and alignment.
• Travel to client sites as needed to support and strengthen client relationships.

Our Ideal Technical Account Manager Qualifications:

• Bachelor’s Degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
• 5+ years of experience in a service-based business, preferably with small to mid-sized companies. Experience with Managed Services Providers (MSPs) is highly preferred.
• Strong understanding of IT infrastructure, networking, and technology needs for small to mid-sized businesses.
• Experience with remote monitoring and management software, ticketing systems, and quoting systems.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Exemplify DEVsource Technology Solution’s core values, including integrity, teamwork, and a growth mindset.
• Demonstrated consultative abilities to assess client needs and solve complex challenges.
• Strong communication skills with the ability to explain technical concepts to non-technical clients.
• Ability to handle multiple tasks, meet deadlines, and manage client relationships under pressure.
• Ability to maintain confidentiality and manage sensitive client and company information.
• A collaborative team player with the ability to work seamlessly within client service strategies.
• Strong judgment and decision-making skills, with the ability to work independently.

In-Office Position – Murray, KY

The Support Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include workstations, printers, networks, and vendor specific hardware and software. The technician will also provide software training, as needed, for client users.

Essential Duties and Responsibilities:

• Software training and support for client end users in Triage support
• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support: VPN, Terminal Services, etc.
• Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
• System documentation maintenance and review in ConnectWise and Hudu.
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Provides on-site installation and technical support as required by situation.