- Point of contact for designated clients.
- Escalation for Help Desk service-related issues.
- Attend weekly, monthly, and quarterly account review meetings as required per client.
- Draft agendas, document meetings, and communicate client follow ups in a timely manner.
- Address, compose, and execute annual agreement renewals as required.
- Schedule, run and review support hours usage reports
- Follow up with clients on hours balances (Block Time and Annual Support pools); recommend right sized agreements as needed.
- Work with the Account Management team to build and develop service-related proposals for existing and potential clients.
- Assist with project coordination, client communication, and documentation gathering for new clients and service deployments.
- Attend weekly upper management meetings and advise team of account related matters of interest.
- Attend weekly Help Desk and Project Meetings with a client management viewpoint.
- Maintain working knowledge of the service catalogue offered by Hudson.
- Work closely with Dispatch and Services Manager on scheduling requirements.
- Log, track and manage all time using the CRM ticketing system
- Always maintain a high degree of professionalism, courteousness, and friendliness.
- Exceptional customer service skills a must.
- Exceptional oral, written, e-mail and telephone communication skills.
- Previous Account Management experience a must.
- College Diploma or University Degree in Business or IT Management preferred.
- Experience with a Managed Service Provider a must.
- Experience with Kaseya Quote Manager (or alternative quoting software) an asset.
- Basic understanding of infrastructure, cloud computing and managed services (for discussion purposes) and an ability to discuss technical information in user-friendly language.
- An understanding of user expectations and typical IT policies and procedures.
- Ability to read, comprehend, and speak to usage reports and client agreements.
- Ability to handle multiple assignments, manage priorities, and meet strict deadlines.
- A sense of urgency for task completion and customer satisfaction are a must.
- Conflict management and negotiation skills.
- Experience with Microsoft Teams a must.
- High degree of professionalism, courteousness, and friendliness.
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Account Manager - Old Toronto, Canada - Quantum Technology Recruiting Inc.
Description
Job Title: Account Manager (IT/MSP)
Job Type: Permanent Position
Job Location: Onsite – Toronto
We are seeking an experienced IT Account Manager join our client in the MSP Space. You would be responsible for addressing and managing day-to-day account requests, inquiries, and escalations, attend regular client calls, define agendas, document all meetings, and follow ups for clients.
Key Responsibilities:
Required Qualifications:
Please reach out Bronwyn Massey at Bronwyn.- to discuss.
OUR VIRTUAL DOORS ARE OPEN We're also bringing the interviews to you by various web applications, virtually Contact us today for our next opportunity.
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