Account Manager

2 weeks ago

Old Toronto, Canada Quantum Technology Recruiting Inc. Full time

Job Title: Account Manager (IT/MSP)

Job Type: Permanent Position

Job Location: Onsite – Toronto

We are seeking an experienced IT Account Manager join our client in the MSP Space. You would be responsible for addressing and managing day-to-day account requests, inquiries, and escalations, attend regular client calls, define agendas, document all meetings, and follow ups for clients.

Key Responsibilities:

  • Point of contact for designated clients.
  • Escalation for Help Desk service-related issues.
  • Attend weekly, monthly, and quarterly account review meetings as required per client.
  • Draft agendas, document meetings, and communicate client follow ups in a timely manner.
  • Address, compose, and execute annual agreement renewals as required.
  • Schedule, run and review support hours usage reports
  • Follow up with clients on hours balances (Block Time and Annual Support pools); recommend right sized agreements as needed.
  • Work with the Account Management team to build and develop service-related proposals for existing and potential clients.
  • Assist with project coordination, client communication, and documentation gathering for new clients and service deployments.
  • Attend weekly upper management meetings and advise team of account related matters of interest.
  • Attend weekly Help Desk and Project Meetings with a client management viewpoint.
  • Maintain working knowledge of the service catalogue offered by Hudson.
  • Work closely with Dispatch and Services Manager on scheduling requirements.
  • Log, track and manage all time using the CRM ticketing system
  • Always maintain a high degree of professionalism, courteousness, and friendliness.

Required Qualifications:

  • Exceptional customer service skills a must.
  • Exceptional oral, written, e-mail and telephone communication skills.
  • Previous Account Management experience a must.
  • College Diploma or University Degree in Business or IT Management preferred.
  • Experience with a Managed Service Provider a must.
  • Experience with Kaseya Quote Manager (or alternative quoting software) an asset.
  • Basic understanding of infrastructure, cloud computing and managed services (for discussion purposes) and an ability to discuss technical information in user-friendly language.
  • An understanding of user expectations and typical IT policies and procedures.
  • Ability to read, comprehend, and speak to usage reports and client agreements.
  • Ability to handle multiple assignments, manage priorities, and meet strict deadlines.
  • A sense of urgency for task completion and customer satisfaction are a must.
  • Conflict management and negotiation skills.
  • Experience with Microsoft Teams a must.
  • High degree of professionalism, courteousness, and friendliness.

Please reach out Bronwyn Massey at Bronwyn.Massey@quantum-qtr.com to discuss.

OUR VIRTUAL DOORS ARE OPEN We’re also bringing the interviews to you by various web applications, virtually Contact us today for our next opportunity.

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