Technical Account Manager

7 days ago

Auckland, New Zealand Mobile Mentor Limited Full time

Account & Relationship Management (Sales)

The Role: The Technical Account Manager is a key role that ensures the success of the service we deliver to our customers. It is designed to provide a full-service support model for our customer’s current and future IT requirements.

The Technical Account Manager has the relevant industry knowledge to work with our customers to understand their business priorities. You will apply practical thinking and execute those day-to-day and longer-term actions needed to ensure our business solutions align with our customers and their employee needs. You will have a structured approach with a high standard of service, ethics, and professionalism. You are driven by the challenge of delivering great service and you thrive on the ability to make a difference.

In this role, we are looking for an experienced Technical Account Manager who can help us shape and build a world-class Managed Services business.

The Technical Account Manager reports to the Global Manager of Customer Success.

We need someone who:

  • has experience in service and process design, development, and implementation
  • has experience building technical roadmaps for organisations in commercial, government, and non-profit
  • has experience actively seeking out and closing upsell opportunities
  • is an independent worker capable of self-management
  • has experience planning and delivering assessments to align their client’s needs with international standards like NZISM, The Australian Essential Eight, NIST, CIS, etc.
  • has the ability to deliver talks and presentations to a wide variety of customers
  • has experience gathering information and drafting reports using Power BI along with other similar tools
  • has a passion for customer service
  • has experience working with a distributed and international team
  • is hands on and can be part of the core team delivering a new managed service

Key Responsibilities:

  • Design, build and lead the Modern Management managed service experience, proactively seeking customer-oriented outcomes
  • Be part of the foundation team that delivers Modern Management managed services to our first customers across the USA, Australia, and New Zealand
  • Understand your customer’s business priorities and needs through continual engagement and building relationships with stakeholders within your customers
  • Understand your customer’s technical requirements and prioritise needs based on stakeholder engagement
  • Work with Service Delivery to ensure the services are available, delivered and supporting your customers according to agreed service level agreements and stakeholder expectations
  • Ensure the products, services and processes continually improve and evolve to meet stakeholder expectations for quality and cost
  • Work with project managers to ensure that projects are completed on time, to budget and meeting/exceeding expectations
  • Produce and deliver quality reporting for our customers and for internal management
  • Lead the incident management process, delivering pro-active issue resolution to customers when required
  • Co-ordinate with your offshore team members and Mobile Mentor’s leadership team to grow our Modern Managed service across the group

Person Specification:

  • Passion: You are passionate about people and share our belief in unlocking potential through mobile technologies
  • Energy: You are intrinsically motivated and bring a personal drive to your work so that you create momentum around your chosen agenda
  • Personal learning: You have a strong need for ongoing self-development, setting an example for knowledge sharing and learning
  • Entrepreneurial spirit: You enjoy the dynamics of a small company and want to help lead the efforts to grow that business
  • Values-driven: You are committed to developing a great company culture
  • Customer Orientation: You have a friendly and professional attitude
  • Business Understanding: You have a keen interest in business, and you are willing to assist in general operations as required from time to time
  • Adaptable: You listen to new ideas and can adapt to different situations
  • Forward Thinking: You anticipate the company’s needs, plan well and anticipate challenges and opportunities.

What we can offer:

  • Flexible hours (you manage your time) totalling 40 hours per week. Sometimes available after hours for emergencies
  • Hybrid working model (some days in the office, from home, or on client sites)
  • Your choice between company-provided mobile phone and laptop or monetised BYOD incentives
  • Career growth plan, training, and development opportunities

Requirements:

  • At least 5 years supporting Windows 10 & 11, iOS, iPadOS, macOS and Android endpoints
  • At least 5 years supporting Intune and other MDM systems
  • Strong experience working with Microsoft 365 including Teams
  • Familiarity with international standards like NZISM, The Essential Eight, NIST, CIS, and others.
  • Ability to build and deliver assessments to clients to measure alignment with relevant standards
  • Ability to participate in customer audits and related surveys
  • Ability to work autonomously
  • Ability to learn quickly and adapt to product changes
  • Proven track record of delivering high quality service
  • Excellent stakeholder management, presentation, verbal, and written communication skills
  • Excellent documentation and timekeeping skills
  • A degree in Computer Science, MIS or equivalent relevant qualifications is desirable
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