Technical Account Manager

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 

Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 

The Technical Account Manager owns the client relationship and identifies new opportunities for our products and services to better help our client’s businesses.   As an inside sales team member, the Technical Account manager is responsible for retention, contract renewal, and revenue expansion.  

The Technical Account Manager partners closely with their clients to ensure high client satisfaction through proactive relationship management and customer advocacy while acting as the primary escalation point.   Sixty percent of this role is focused on client satisfaction, retention, and contract renewal.   Forty percent of this role is revenue expansion through upsell and cross-sell of recurring and non-recurring engagements. 

• →Act as the client advocate and ensure that client’s are receiving a positive digital employee experience.
• →Execute the client experience and sales strategies on a day-to-day basis
• →Cultivate and strengthen relationships with our existing client base with the goal of becoming a trusted advisor.
• →Provide support for immediate client needs, order and quote administration, and follow-up for client fulfillment. Interact with the Engineering team for appropriate support.
• →Facilitate appointments and quarterly business reviews with existing clients to review products/services and identify opportunities.
• →Ensure customer health by managing client accounts receivable, tracking revenue risk, and acting as the primary escalation point for clients.
• →Participate in planning, driving attendance, and executing marketing activities including Webinars, Seminars, and other Client events.
• →Manage the sales cycle for product and service opportunities within the existing client base.
• →Achieve inside sales quotas and goals by maintaining a solid continuous pipeline.
• →Deliver and regularly report on client health status and revenue forecasts.
• →Maintain all client documentation and CRM information.
• →Create SOWs and design technical solutions for professional service and recurring sales that are under $20k or are standardized.

• 2 years within a Managed Services organization

• 3 years in a Technical Account Management or Inside Sales role

• Demonstrated success in meeting or exceeding assigned sales quotas

• Strong track record of maintaining a high level of customer satisfaction

• Strong business writing and verbal communication skills

• Demonstrated ability to lead client meetings and presentations effectively

• Experience closing recurring service sales

• Business awareness of how IT relates to business strategy and goals

• Professional demeanor and appearance; punctual, personable, team player

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.