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Technical Account Manager
Ref No.: 18-05808
Location: Downers Grove, Illinois
Position Type:Direct Placement
Pay Rate : $ 50,000.00 - 80,000.00 /Year
ICS is looking for a Technical Account Manager (TAM) with our Client that will act as the conduit for the customer and the service delivery team.  The TAM will build strong customer relationships with their accounts and act as the customer advocate for customer satisfaction and communicating service level performance. The TAM will have an excellent understanding of IT service management and focus to improve internal and external customers' processes. The TAM will work closely with support teams, delivery managers, business developers and customer contacts to drive customer satisfaction and facilitate account growth.

Responsibilities:
  • Interact with key client personnel for the purpose of assuring satisfaction with day to day performance of services
  • Cadence includes both remote and regular on-site meetings
  • Manage customer satisfaction via appropriate account relationships and assuring cross functional execution of commitments between client and teams
  • Establish regular communication cadence for assigned accounts in accordance with account tier
  • Function as single point of contact for escalations and communication focal point for satisfaction issues
  • Lead and manage Quarterly or Periodic Business Review (QBR/PBR) program for customer base. This includes reviewing, auditing delivery performance and preparing presentations and documentation as needed
  • Monitor status of contract renewals – coordinate execution of renewals with AEs on these accounts
  • Identify and contribute continuous improvement initiatives to the client and delivery teams
  • Assure follow up on Root Cause Analysis efforts with applicable service failures and communicate resolutions back to affected customers
  • Support customer related tactical projects as needed
  • Continue to inform clients of available portfolio solutions and capabilities
  • Participate in briefings with AEs to discuss client status, key initiatives, issues and communication coordination
  • Work with Account Executives to coordinate account relationships, their alignment with AE/TAM roles and for addressing points of concern, follow up, escalation and resolution within an account
  • Other tasks assigned as necessary
Preferred Experience:
  • Passion for customer service
  • Outstanding multitasking skills
  • Service Delivery experience with IT Managed Services  
  • Customer relationship management experience in a service industry
  • Strong technical background in the IT managed services industry
  • ITIL certification preferred
  • 2 years experience with projects and infrastructure Implementations (oversight and communication) 
  • Microsoft Office proficiency – presentations, document and process creation skills, communication notes
  • Strong communication skills at all levels of organizations