Technical Account Manager

NewtekOne, (NASDAQ : NEWT) Your Business Solutions Company, is a financial holding company, which along with its bank and non-bank consolidated subsidiaries, provides a wide range of business and financial solutions under the Newtek brand to the small- and medium-sized business ("SMB") market.

Since 1999, Newtek has provided state-of-the-art, cost-efficient products and services and efficient business strategies to SMB relationships across all 50 states to help them grow their sales, control their expenses, and reduce their risk.

Do you have the following skills, experience and drive to succeed in this role Find out below.

Newtek's and its subsidiaries' business and financial solutions include banking (Newtek Bank, N.A.), Business Lending, Electronic Payment Processing, Technology Solutions (Cloud Computing, Data Backup, Storage and Retrieval, IT Consulting), eCommerce, Accounts Receivable Financing & Inventory Financing, Insurance Solutions, Web Services, and Payroll and Benefits Solutions.

Newtek Technology Solutions (NTS) is a key part of NewtekOne. We provide a complete range of IT managed services, secure private cloud hosting, backup and disaster recovery, and full web eCommerce solutions.

NTS has specialized in helping businesses leverage technology to drive innovation for over three decades.

Our team has the expertise and experience leveraging a broad range of technology solutions and services that enable your business to operate more efficiently and securely.

When working on a project with NTS, clients receive unmatched engagement experience - from concept to execution.

For more than 30 years NTS has been the IT force behind some of the most globally recognized brands. We have tens of thousands of customers across the Americas, EMEA, Asia and Australia.

To accommodate the needs of our global clientele, our operations are geographically distributed throughout several missions' critical data center.

This vast range allows us to meet almost any applications proximity, common disaster recovery use case, and in-region data residency.

Our advanced proficiencies and partnerships with industry leaders including DellEMC, Microsoft, Citrix, and VMWare, just to name a few, enable companies to communicate and interact securely from work, home, or on the road.

As more and more businesses consider moving key components and other operations to the cloud, NTS is there to make the transition seamless.

We support businesses on every step of the journey, from review, to design, to procurement, to installation and implementation, to ongoing support.

Position Summary

The Technical Account Manager role is responsible for working with Sales, the Solutions Group, and our Managed Services Provider (MSP) clients to provide planning, life cycle management, and strategic direction to our clients.

This position focuses heavily on building long-term relationships with clients, improving operational efficiencies, maintaining client retention, and discovering new client needs.

You will be supporting clients who have their business technology and corporate infrastructure hosted across multiple platforms at Newtek and in the cloud.

Strong customer service communication skills are foundational to our core business goals.

Job Responsibilities Included But Are Not Limited To

• Manage all clients service tickets and make sure they are meeting SLAs, ticket volume, Service Board and Priority codes, etc.
• Manage customer grievances to resolution, issue resolution follow up and resolve to customer satisfaction.
• Conduct Quarterly Business Reviews (QBR's) with clients.
• Manage client relationships; meeting expectations and lead them to client satisfaction.
• Develop, propose, plan, and implement Technology Roadmaps with clients as their business grows or fluctuates.
• Communicate progress to internal and external stakeholders.
• Assist with Technology related tasks as requested by management.
• Take initiatives in identifying growth opportunities.
• Collaborate with team to achieve sustainable growth.
• Assist customers' technical requests and take care of any technical issues.
• Build strong customer relationships, especially with key customer stakeholders and sponsors.
• Strive to provide exceptional customer experience in your job on a daily basis.

Qualifications Include But Not Limited To

High School or equivalent experience and a minimum of 3 years of related business-to-business (B2B) experience preferably in the managed technology services.

Bachelor's degree preferred.

• Prior experience working in a Managed Service Provider (MSP / MSSP) environment.
• Must be able to achieve and maintain outstanding customer satisfaction.
• Must have effective interpersonal and communication skills to effectively with clients one-on-one in groups.
• Must have knowledge and skills in both technology and business.
• Must be self-motivated and possess a strong work ethic.
• Must be dependable, reliable, and exhibit a calm and professional manner.
• Ability to work under pressure and meet deadlines.
• Strong organizational skills along with a high level of attention to detail.
• Must have team management skills
• Knowledge of ticketing system such as Connectwise.
• Willingness to succeed in your role.
• Results driven and possess a sensitivity to time responsiveness.

Are you self-motivated and looking for a job where you can be part of a collaborative team that will give you the tools for innovation and growth?

If so, come join the growing and talented Support Services Team at Newtek Technology Solutions.

The position is remote working from home.

Newtek offers competitive salary and a performance-based bonus program to reward your results. We provide our employees with an excellent comprehensive benefits package including medical, dental, vision, supplemental benefits, and a 401(k) savings plan with an employer match.

On-going training on sales techniques, industry, and competitive landscape to support your career growth.

Newtek is an Equal Opportunity Employer; M / F / D / V. We require all our employees to perform work in an ethical manner and always uphold our Code of Business Conduct and Ethics.

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