Technical Relationship Manager- Onboarding

Technical Relationship Manager- Onboarding Innovative Network Solution Corp - 4.2 Stamford, CT Job Details Full-time $75,000 - $95,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance 401(k) matching Referral program Qualifications Report preparation Driver's License Computer hardware Calendar management Customer relationship management Account management Full Job Description Company Overview Innovative Network Solutions Corp (INSC) is at the forefront of IT management for Managed Service Providers (MSPs), offering a strategic six-phase approach that ensures comprehensive security and streamlined processes. Our mission is to empower MSPs with scalable solutions that not only meet client needs but also exceed expectations. Summary The Technical Account Lead performs onsite and remote coverage for scheduled proactive support as well as break-fix support. Establish and maintain proper business relationships with customers and peers as well as performing necessary administrative duties as required and other duties as assigned. Acts as a primary point of escalation for newly onboarded and existing customers as needed to support strategic business objectives.

Essential Duties & Responsibilities:

Assist Management Team with Internal & External sales opportunities, as well as associated lead generation Perform regular review with current onboarding clients on their weekly/monthly status reports, such as: device warranty status, patch mgmt., Service Level Objectives (SLO) & Ticketing report, etc. When needed, leads current client offboarding initiatives from discovery to completion Assist and provide partial lead in client projects Assist on preparation of Technical Client Reviews in conjunction with Relationship Manager Act as Technical Subject Matter Expert (SME), for clients, as it relates to their individual business systems Client onsite engineer, performing SLO support coverages, handling issues that require on-site presence and any other client related problems requiring hands-on approach Client onsite scheduled proactive support, it is expected that when onsite, a full departure summary will be completed for all client visits Interface positively with peers, other departments, carriers, vendors, and customers to identify operational issues and provide expedient corrective actions Ensure that all paperwork such as customer, internal and maintenance tickets are completed accurately and in a timely fashion Accurate and timely ticket entries in Autotask ticketing system for all assigned tickets Proactive identification of client IT related issues Maintaining ownership of projects worked on Engaging with customer primary points of contact as needed Interface seamlessly with help desk with regards to tickets, hardware deployment and all other client related matters Provides technical support identifying, investigating, and resolving user's problems by applying knowledge of computer software, hardware, and procedures to solve problems. Collaborates with other employees to research and resolve problems Review on a regular basis on-site calendar and notify Manager of any conflicts or support issues that may require a change in scheduling Maintain and Update IT Glue for any identified changes to client IT hardware inventory Maintains knowledge of technology innovations and trends Perform all other duties as assigned Work weekend on-call, after-hours rotation, 4-8 times per year

Competencies:

To perform this job successfully, an individual should demonstrate the following competencies: Adaptability Customer Service Strong sense of ownership Proactive mindset

Dependability Initiative Written/Oral Communications Problem Solving Requirements:

A valid driver's license and have their own reliable transportation/vehicle Physical Activity, the ability to lift and move computers, monitors and servers up to 50 pounds Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals Ability to write routine reports and correspondence Ability to speak effectively before groups of customers or employees of organization

Job Type:

Full-time Pay:

$75,000.00 - $95,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Paid time off Referral program Vision insurance

Work Location:

Hybrid remote in Stamford, CT 06902