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