Technical Account Manager

7 months ago

Langley, Canada TLC Solutions Full time

**About TLC Solutions**

TLC Solutions delivers, deploys and supports modern technology and IT services to businesses, schools, and government organizations.

We distinguish ourselves from other IT service providers by offering complete managed service packages to our clients. We help our clients choose computers and devices that fit their needs, build and manage servers, install and manage networks, and design, develop, and implement cloud solutions that bring value to their organization. We also provide IT management, remote support, and onsite desk-side support services to our clients.

In 1999, TLC Solutions onboarded our first client with a vision of providing managed IT services and communications in British Columbia. We are proud to serve this client still today and, since our inception, we have grown to serve a broad range of businesses throughout BC, Alberta, and California. This growth is built on the same transparency, expertise, and reliability on which we were founded.

United by our core values of Joy, Teamwork, Honesty, Loyalty, and Accountability, TLC is on a journey to help people love technology and deliver Technolo**_joy_**

**About the opportunity**

Our awesome team has capitalized on the surge in demand for technology that’s been occurring in the past few years and has been expanding rapidly. We are looking to bolster our ranks with technically-inclined team members who are well-versed in customer service to keep up with the rate at which we are growing.

Do you want an exciting career in IT? Enjoy learning new skills and interacting with clients?

Does the idea of developing deep and strong relationships with top customers while discovering proactive IT solutions for those clients sound aligned with who you are at your core?

The role of the Technical Account Manager is to effectively manage the relationship with the client while providing strategic advice on growth, scalability and product offerings. They are responsible for regular reviews and work closely with Inside Sales and Business Development. This position reports directly to the Director of Account Management and works Monday to Friday from 8am-5pm PST.

This position is based out of TLC's Langley location, with travel for training and on-site customers meetings.

**ESSENTIAL RESPONSIBILITIES**
- Prepare and deliver all quarterly reviews for assigned clients
- Analyze sales opportunities that are within corporate guidelines but benefit the clients overall technical strategy
- Handle the overall well-being of the client's experience while managing multiple projects
- Maintain accurate documentation and client information
- Strong focus on onboarding and documentation
- Communicate weekly to each client for ongoing projects with updates
- Assist Business Development with technical assessments and pre-sale activities
- Attend pre-sale meetings to facilitate technical guidance and scope review
- Ensure transition planning and support of projects and initiatives
- Improve all vendor/partner relationship and agreements to maximize revenue opportunities
- Assist with all technical proposals from a content, hardware/software specification and solution viability
- Ensure that all work is carried out and documented in accordance with existing standards, methods and procedures
- Consistently look for opportunities to improve operational excellence and business enhancements with process improvements, feedback and continued learning through workshops, webinar, articles etc.

**QUALIFICATIONS AND EXPERIENCE**
- Minimum 5 years of customer service experience
- Minimum of 3 year of help desk experience or education or a combination of both
- Undergraduate degree, with preference for Computer Science, Computer Engineering or BCIT diploma
- Strong ability to multitask
- Ability to work well under pressure
- Proactive hands-on, roll up your sleeves and do whatever it takes to get the job done attitude
- Proficient in MS Office
- Ability to work independently and as a team, self-starter and energetic
- Strong communication skills
- Bring a positive attitude and outlook to an already thriving positive culture
- Contributor to a positive and results oriented team environment
- Curious, with a desire to understand and learn
- Good time management, organization and priority defining skills
- Exceptional ability to develop and maintain effective internal and external working relationships with all levels in the organization
- Exceptional ability to listen, communicate (written and oral) and collaborate
- Successful completion of Criminal Background Check
- Clean driving record and ability to produce a drivers abstract and claims history letter
- Legally allowed to work in Canada

**WHAT WE OFFER**
- RRSP matching (3%) program
- Social committee/events and a commitment to our People & Culture
- Hybrid work opportunity
- Strong benefits package for all employees working more than 20 hours per week, including critical illness, medical, dental, ortho

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