Account Manager

Reliable Technology Services is a Frisco, Texas based Managed IT Service Provider that builds enterprise class infrastructure, voice, and data networks for small and medium sized organizations. Reliable was founded in 2007 with a mission to provide superior technology solutions delivered with integrity by experts who excel at creating solutions for complex business problems, and to be a key player in the success of others. Reliable has employed a team of the best and brightest technology engineers and support staff in the DFW area.This position is a key member of Reliable Technology’s Solutions Team. The PARTNER EXPERIENCE MANAGER is responsible for all things related to client satisfaction. They foster strong connections with clients, understanding their unique needs and pain points. They are an IT confidante, someone who speaks the language of business and technology fluently. Their days are filled with regular communication, active listening and relationship building.The PARTNER EXPERIENCE MANAGER works closely with everyone in our organization - the sales team, the service desk team and the finance team.The job is based full-time at our main office in Frisco, Texas and because of the physical nature of the work, requires that you to be in the office every day. It can be a very quick moving and high-volume role as our clients have immediate and emergency needs that pop up from time to time. If this excites you then we welcome your application.BENEFITSMedical, Dental, and Vision InsuranceShort Term / Long Term DisabilityLife Insurance401K (non-matching)Paid Personal Time OffPaid Federal Holidays (7)Local Sporting Events and OutingsJOB REQUIREMENTSOBJECTIVESMain point of contact in all matters related to client concerns and needsMaintain and Strengthen client relationshipsEnsure Clients are utilizing our full suite of products and servicesEnsure client retention via contract renewals.RESPONSIBILITIES + DUTIESDevelop trusted advisor relationships with the Decision Makers, Key stakeholdersOversee and Manage Onboarding of new clientsOversee and Manage Projects and Client ObjectivesPerform Monthly Check-InsGenerate and Perform Strategic Business Reviews: Quarterly and AnnualForecast and track account metricsUpsell technology stack to clientsMaintain accurate client recordsMaintain and ensure products to managed services are up-to-dateValidate monthly client invoicesHandle inquiries and requests from customers, addressing their needs in a timely fashionQUALIFICATIONS + SKILLSThis job absolutely requires the following.Do not apply if you don’t have:Excellent verbal and written communication skills and organizational abilitiesThe ability to organize and manage your workload independently and meet short timelinesThe ability to handle stressful situations and deadlinesThe ability to translate general objectives into specific tasks for actionSelf-motivation and the ability to work in a fast-paced environmentFluency with computer networking products and related software, technology products in general, and IT services generallyGENERAL REQUIREMENTSWork business hours 7:45 am – 4:45 pm; After-Hours as required to meet client needsSchedule flexibility to accommodate client needsMust be detail oriented and accurateMust have strong interpersonal and documentation skillsAbility to interface effectively with others to foster a cooperative, team-based approach to problem resolution and/or project-based work is requiredMust have a keen sense of awareness for others needs and communication stylesAbility to have fun in a fast-paced environmentStrong ability to analyze data and make intelligent decisionsAbility to identify when senior/management level assistance is neededExcellent communication skills, both written and verbalExcellent organizational skills and ability to adapt easilyAbility to prioritize, multi-task, work around deadlines and adapt easilyMust be able to work effectively and contribute value with limited directionGENERAL RESPONSIBILITIESCUSTOMER CAREQuality customer service is a top priority. Respect for the customers, employees, and all other stakeholders, coupled with professional and ethical behavior at all times is a requirement.Proven experience showcasing accuracy, analytical abilities, ethics, and valuesAbility to provide product and service information, and suggest products or solutions for salesAbility to successfully balance the needs of the customer and the needs of ReliableBuild relationships with customers to establish and maintain trust, credibility, and respectAbility to remain professional, confident, courteous, and patient at all timesTEAMWORKBuild relationships with coworkers, including members of other departments, to get resultsBuild relationships with customers as though Reliable were a member of the customer’s internal technical teamOffer ideas for process improvement and maintain procedural documentationEngage in excellent communication, documentation and record keepingKNOWLEDGE + LEARNINGRegular desire to take on new challenges with the goal of expanding your individual knowledge, skills, and abilitiesEngage in training and educating other team members to facilitate growth and learning for all team membersActively seek out methods for expanding your knowledge and skills beyond company provided or company mandated learning initiativesActively seek out information on best practices and recommend new processes to improve efficiencyREPORTING STRUCTUREThis position reports directly to the Managing Business Partner. Tasks may be assigned and managed by other departmental managers. Coordination and communication to facilitate all client service needs is essential. HR matters will be handled by the Human Resources Manager in coordination with the Managing Partner. Tasks may be assigned and managed by other departmental managers. Coordination and communication to facilitate all client service needs is essential.PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk and use hands to finger, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must periodically lift and/or move large, bulky and/or heavy items up to and exceeding 50 pounds and/or use a dolly to handle such items. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.