Account Manager
Company: DeepNet
Location: Santa Rosa
Posted on: January 24, 2023
Job Description:
Account Manager -Account Managers are key members of DeepNet's
service delivery teams who are ultimately responsible for ensuring
client success. They provide day-to-day oversight of client
accounts in key functional areas including service delivery,
relationship management, maintenance with clients' stakeholders,
and routine project tracking and coordination. Account Managers are
our clients' primary advocates within DeepNet and primary point of
contact for non-technical issues.---Account Managers report to the
Advisory Services Manager. This is an excellent opportunity for
someone who knows how to pair relationship-building and cat-herding
to drive positive client outcomes through technology.
- Role Title Objectives & Responsibilities: -OBJECTIVE: Ensure
client success including: -
- Take ownership of service delivery and outcomes, activating
internal resources, and liaising with clients to ensure mutual
expectations are established and met. -
- Respond to client needs, work with internal service delivery
teams to correct DeepNet service misses, and act on opportunities
to improve the client relationship (e.g., take people out! Bring
gifts!) to ensure client leadership becomes and stays a raving fan
of our services. -
- Act as a social nexus and bridge between our clients and teams:
escalate client issues internally, build and maintain relationships
with internal and external stakeholders, and facilitate
communication between all parties to ensure clients have a clear
escalation pathway for all issues, both technical and otherwise. -
-
- Execute DeepNet's account management process including regular
account reviews, providing reports around client account health
(likelihood to renew, opportunities to expand, client referrals),
ensuring client technology processes (e.g, user
on-boarding/off-boarding, etc.) are well-developed and followed
consistently, and collaborating with Tech Advisors to direct and
advance clients' use of technology, serving as meeting facilitators
and primary points of contact. -
- Maintain ongoing project tracking for assigned clients
including reporting, follow-ups, assignments, exception handling,
and interfacing with internal delivery teams and external
stakeholders to ensure on-time milestone delivery.--- -
- Schedule and lead business reviews including reviewing project
status, software license assignments and workstation inventory,
suggesting upgrades, giving technology roadmap overviews,
facilitating conversations around general budgets, and tracking
notes and to-do's. - -OBJECTIVE: Drive revenue and profitability
with clients including: -
- Own client contracts including educating clients on what they
contain, maintaining mutual expectations, and serving as the
subject matter expert on contracts in your client portfolio. -
- Manage quoting to clients including scoping workstation
hardware, networking gear and licensing needs, and offering
feedback on what would help set us and the client up for success
with new client contracts, onboarding, and support moving
forward.--- - - - -All team members are expected to uphold
DeepNet's culture and values. - - -Competencies for Success: - -
-Required Skills / Abilities: - -
- Familiar with IT terminology and tooling -
- Effective and concise verbal and written communication -
- Interpersonal, negotiation and conflict resolution skills -
- Comfortable fielding complaints -
- Flexible team player -
- Task management skills, organization and discipline -
- Effective decision-maker -
- Confidence to hold your ground and push back when necessary -
- Drive to form relationships -
Preferred Skills / Abilities: - - -
- Killer presentation skills - -
- Comfort speaking with executives -
- Proficient with Ticketing based PSA's, RMM, calendaring, and
scheduling -
- Experience with relationship management / sales -
- Experience in the impact driven or IT MSP sector - - -Physical
Requirements: - -
- Communicate information and -ideas so others will understand.
Must be able to -exchange accurate information in these -situations
-
- Constantly operate a computer and other -office productivity
machinery, such as a -calculator, copy machine, and computer
-printer. -
- Observe details at close range -(within a few feet of the
observer) -
- Operate a personal vehicle with a valid Driver's license and
insurance -
Additional Benefits:
DeepNet strives to foster a thriving workplace culture by providing
benefits beyond base compensation. Not only do we offer a
health/dental/vision plan, but we cover 75% of the base plan cost
for employees; 50% for spouse and 25% for dependents as well! Some
of the other benefits currently offered are: - -
- Unlimited Planned Vacation & Extended Leave
- Flexible Spending Account -
- Health Savings Account contribution up to $2,000 -
- Life Insurance
- Retirement Plan -
- Flexible Work Arrangements -
- Health and Wellness Stipend
- Remote Stipend
EEO:
DeepNet is an equal opportunity employer, and we welcome
applications from those who contribute to our diversity. All
qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, mental, or physical
disability, age, sexual orientation, gender identity, national
origin, familial status, veteran status, or genetic information.
DeepNet is committed to providing access, equal opportunity, and
reasonable accommodation for all individuals in employment
practices, services, programs, and activities.
Keywords: DeepNet, Santa Rosa , Account Manager, Executive , Santa Rosa, California
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