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Job Description
WHO WE ARE
We are a client-focused, values-driven company that provides comprehensive technical support for organizations of all sizes and types here in New England and beyond. We support a wide variety of technologies for our clients, prioritizing their needs and best interests over our own bottom line.As such, we are not a sales-driven organization. Rather, we let sound and reasonable decision-making drive our bottom line. This translates into long-term relationships with our clients that are rewarding on many levels, not the least of which is a high degree of personal interaction with them that enhances the enjoyment of our work and our success.Open Approach is committed to cultivating and preserving a culture of inclusion and contentedness. The collective sum of the individual differences, innovations, knowledge, self-expression, and talent that our employees invest in their work represents our culture. We welcome the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sexual orientation, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, disability, religion, and beliefs.THE IDEAL CANDIDATE
We are looking for an enthusiastic, empathetic, personable, self-driven individual with a proven track record of building long-term, trustful partnerships with clients. This role is for a tech savvy professional who will be a fierce client advocate internally and is able to translate technical details to non-technical audiences, which can span from individual contributors to presidents and CEO’s.THE SPECIFICS OF THE JOB
An Account Manager’s primary responsibility is to partner with our clients with the goal of achieving high satisfaction and retention; building a positive, long lasting relationship based on trust instead of attempting to maximize sales at each turn. The Account Manager is responsible for being an advocate and intermediary for the client’s strategies and challenges while balancing internal company standards as well. The Account Manager must be able to effectively communicate these needs to our engineering and support teams, participate in internal planning discussions, and then constructively discuss options with our clients.RESPONSIBILITIES
- Be knowledgeable of the products and services that we offer.
- Match clients’ needs to projects or other services that we can provide.
- Effectively communicate with business owners in a meaningful, value-driven way.
- Maintain a deep and current understanding of each client’s business situation, business needs, and IT environment, translating those needs into service and product requirements.
- Remain knowledgeable of market and industry trends, competitors, and leading client strategies.
- Track account activity in the Professional Services Automation (ConnectWise) system.
- Collaborate with the appropriate departments to develop and maintain a technology road map that supports clients’ needs.
- Identify trends and develop strategies to support these trends.
- Prepare and deliver project and hardware replacement quotations.
- Prepare, deliver, and provide strategic, budgetary, and tactical proposals for clients.
- Identify technology risks and opportunities with clients, proactively engage with them to mitigate those risks.
JOB REQUIREMENTS
- Demonstrate full ownership of the client relationship.
- Effectively collaborate with the engineering and technical support teams to know how each potential solution fits our clients.
- Document, prioritize, track, collect client requirements for, and coordinate technical solutions for client projects.
- Maintain positive, healthy, and productive relationships with internal departments.
- Keep up on current and future technologies on a broad level.
- Excellent written and verbal skills are absolutely imperative.
- 10+ years of account relationship experience, preferably in a technical field.
- Bachelor’s degree or equivalent experience.
Job Type: Full-time
