Bachelor's degree in Information Technology or 5+ years in a tech-related customer-facing role
Exceptional interpersonal and communication skills for diverse audiences
Proficient in incident response management and disaster recovery
Experience in technical project management for data migrations and system upgrades
Self-motivated and able to thrive in a fast-paced environment
Strong attention to detail with analytical skills
Excellent time management and prioritization abilities
Responsibilities
Own and resolve client technical escalations in collaboration with Customer Success Manager
Ensure consistent technical communication across various governance teams
Report on issue trends and identify opportunities for service improvement
Drive problem management efforts to completion for recurring issues
Participate in vendor due-diligence and complete client DDQ requests
Assist in proactive governance activities and ensure timely reporting
Create and update client documentation as needed
Benefits
Collaborative and supportive work culture
Opportunities for mentorship and personal career development
Access to internal and external training resources
Empowerment to challenge the status quo and drive improvements
Involvement in cross-functional projects and initiatives
Full Job Description
About the role
Netrio's Technical Account Manager (TAM) leads by example and communicates clearly about what matters to our customers, inspiring Customer Success across Netrio. The TAM directly contributes to client improvement, resulting in higher client retention and impactful company growth.
Your concise, relevant and clear communication across Netrio teams, including Cybersecurity, XDR and Managed IT services, ensures continuity of services, an improved customer experience and coordination of data-driven metrics. Consistent action plan execution and fearless communication increase client loyalty, set the entire team up for success, and allow business leaders to focus on the strategy and vision of the team. The Technical Account Manager is empowered to challenge the status quo, acting as both a team player and one who can work independently.
What you'll do
Cross-Functional Coordination and Process Governance
Own client technical escalations and their resolution, working alongside the Customer Success Manager (CSM) to ensure the client's technical issues are remedied
Ensure clear and consistent technical communication between Managed IT, Customer Success, XDR and Cybersecurity governance teams
Report on issue trends and identify service improvement opportunities
Identify trends in recurring issues and drive problem management efforts to completion
Participate in vendor due-diligence exercises, including review of security, data integrity and availability services, and complete DDQ requests from clients
Assist Delivery Managers in ensuring proactive governance activities are completed and reported on schedule
Create and update client documentation
Ensure pen test remediation is completed for assigned Managed IT accounts
Respond to client-specific reporting requests
Manage expectations and be able to say "no"
Manage tradeoffs and advise on the impact of changes in features, schedules and scope, and how they affect cost, delivery and project objectives; invoke change orders as needed
Test approaches for organizational improvements, and vocalize areas where automation will have high impact
Collaborate cross-functionally to ensure successful delivery of small projects, migrations and upgrades, scoping and delivering them internally (large projects are scoped and delivered by Professional Services)
Drive onboarding process and quality
Help the Professional Services team overcome delays in implementation
Monitor multiple projects and report status to the team, stakeholders, customers and leadership
Inspiring a Positive and Collaborative Culture
Be someone Netrio employees trust and enjoy working with, and a strong fit with Netrio's mission and values
Be essential to the operating team through your collaboration, support and accurate execution that drive towards successful outcomes
Provide mentorship to the Customer Success Coordinator
Identify and communicate where internal communications and workflow feel less than optimal, developing a voice within the team
Develop personal career goals and a plan to achieve them
Identify areas of growth to enhance your skillset and align with internal or external training and learning opportunities
Qualifications
Required
Bachelor's degree in an Information Technology related field, or 5+ years of comparable experience in a technology-related, customer-facing role
Outstanding interpersonal, written and oral communication skills, with a focus on rapport-building and managing expectations, and the ability to distill complex technical messages for both technical and non-technical audiences
Proficiency in incident response management during security events and high-priority escalations, as well as disaster recovery and business continuity activations
Experience in technical project management as applied to data/infrastructure migrations, relocations, major system upgrades and new site deployments
Highly self-motivated and self-directed in a fast-paced team environment
Sharp attention to detail with proven analytical and critical thinking skills
Effective time management and excellent prioritization skills
Preferred
Experience with Managed Service Providers (MSP)
O365, Azure, and Amazon Web Services (AWS) or Google Cloud Platform (GCP) administration experience
Experience managing an IT function in the financial, professional services or alternative investment market
Certifications in cloud services, network management or cybersecurity, such as CCNA, CISSP, Azure Fundamentals and VCP (a plus, but not required)
