Technical Account Manager - TAM

Job DescriptionJob DescriptionDescription :

Department : Technical Services

Title : Technical Account Manager (TAM)

Reports To : Director of Technical Services

Status : Full-Time

Classification : Exempt

SUMMARY

The Technical Account Manager (TAM) will work with a team and independently to maintain and monitor end-user workstations and productivity on local area networks of assigned clients. They will perform a variety of maintenance, software installation, end-user support and training tasks to ensure the client's IT infrastructure and all end-points meet user requirements. In addition they will provide support to client staff on all company-supported applications, troubleshoot technical problems, advise on appropriate action and complete assigned project-based work.

The Technical Account Manager will perform all responsibilities in accordance with all company standards, policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Consult with clients to determine the most effective technologies for their environment
• Lead regularly scheduled discussion with clients about their IT requirements
• Ensure maintenance is maintained on client equipment and present quotes as required
• Work with clients and assist in their internal budget planning process, when requested
• Conduct regular business discussion with assigned clients and recommend improvements in technology and / or procedures related to their IT infrastructure
• Work effectively with all Technical Services Teams to ensure delivery of excellent service
• Document steps taken to resolve any support issues and changes made to the client's systems
• Meet with clients to confirm they maintain adherence to operational best practices
• Meet with clients to review effective operation and status of SaaS / Cloud applications
• Work closely with Network Operations Center to insure complete resolution of client support issues for assigned accounts
• Document steps taken to resolve any support issues and changes made to the client's systems
• Maintain confidentiality of all client information being processed or accessed
• Communicate effectively and respectfully with end-users and co-workers
• Learn new technologies as required and pass certifications as needed

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