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IT Strategic Account Manager (SAM)
Job
Abba Technologies, Inc.
Remote
Full-Time
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Job Description
Job Purpose:
The overall goal of the SAM is to become a trusted business partner with our clients. What this means is the SAM is working with clients on a proactive basis by identifying key areas where the client IT systems and processes are not aligned with IT Best Practices. The SAM works with Abba personnel to determine what areas are out of alignment. The Abba technical personnel conduct prescheduled alignment visits to capture the current state of IT systems and processes, along with other key information. This information is documented in a system that measures the current system with what the recommended requirements are based on best practices. The SAM takes the outcome of the alignment data in the form of a report. This report is presented to the client on a prescheduled basis. In that review meeting the SAM recommends which are high vulnerabilities and which vulnerabilities do not pose a more immediate issue for the client's business. The SAM works with the client to schedule any necessary Technology upgrades that were recommended by the alignment process. The planning will coincide with the client budget cycles for timing of project approvals and implementations. The SAM and the technical alignment engineer work with the Abba internal teams to coordinate the pricing and scheduling of the various projects as part of the process. Because this is an ongoing process with the client, the client finds our services to be much more valuable. We have created a business relationship that fosters much more teamwork and awareness for both the client and Abba about their IT systems and processes. Abba's goal is to reduce the number of reactive tickets which translates to client satisfaction as their systems are more available. The successful candidate will over time be able to grow into the above role as they are trained in the position. We do not expect that the successful candidate will possess experience but they have transferrable skills and experience for the position.Key Duties and Responsibilities:
- Scheduling the technology alignment engineer for the alignment visits
- Preparing and leading the Client Technology Business Reviews
- Solution or resolutions from the reviews
- Collecting and Compiling Metrics
- Work with clients to complete technology budgets
- Escalated Issues
Strategic Roadmaps Requirements and Qualifications:
- Proven customer support experience
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively.
- Strong and proven project management skills
- High school diploma or equivalent; college degree preferred.
Desired Certifications:
- Bachelor's degree in o business administration o information technology o or a related field
- Project management certification or equivalent experience