Technical Account Manager (Ronkonkoma)

Employment Type

: Full-Time

Industry

: Advertising/Marketing/Public Relations



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Company Description:

Westbourne IT Global Services is a transglobal organisation currently with Delivery Centres in Auckland, Cork and Foster City. Our business strategy is to significantly grow and expand our business over the next 2 - 3 years through a combination of organic growth and acquisitions. Our core differentiator is our ability to deliver scalable and world class 24*7 technical helpdesks. Our target market is a combination of Fortune 500 clients and high growth companies in the pharma, life sciences and IOT/manufacturing sectors. We have built our established reputation with an impressive list of long-standing clients because of our unique culture. This culture places innovation, problem solving, people engagement and trust at the heart of our company. Our mission is to be a global leader in innovative IT customer support solutions that meet and exceed our business partners requirements.

Job Purpose

This is a new position within the companys Senior Management Team (SMT) and reports directly to the General Manager. This role will be based in New York with some travel to Philadelphia.

The main purpose of the role is to:

  • Develop account plans for all directly-assigned clients by leading a joint company/client planning process that identifies relevant client needs, prioritizes initiatives and company investments, and establishes a clear action plan for success
  • Maintain positive business relationships between Westbourne and our key clients
  • Maximise the lifetime value of our client engagements
  • Analyse client support requirements and identify areas where Westbourne can offer improved service or reduce support costs
  • Be the first point of contact and the primary communication channel between our clients and our company
  • Track KPIs related to the agreed service level and track the resolution of major issues through to completion
  • Support the sales team during the pre-sales engagements with sales prospects
  • Primary Duties and Responsibilities

  • Meet and exceed client needs and objectives, while gaining and deepening understanding of clients objectives so as to meet our revenue targets, account growth and business objectives
  • Support the sales team during the pre-sales engagements with sales prospects
  • Actively seek, identify, qualify and develop new business opportunities within our existing client base.
  • Build and maintain long term strategic client relationships and continue to build new opportunities within assigned accounts on an ongoing basis
  • Develop and nurture solid business relationships with influencer's and decision makers within client organizations who will see you as a trusted IT advisor
  • Take the lead role in working with solution design personnel to ensure that the clients needs are fully understood and satisfied to the greatest extent possible
  • Maintain an up to date and comprehensive profile on all key clients
  • Provide forecast and other reports as requested by management.
  • Act as an escalation point for clients on issues pertaining to all aspects of their relationships
  • Support the sales and marketing functions in identifying and nurturing new business opportunities
  • Be a key participant in the incident management escalation process for assigned clients and support the process of reviewing service failures and producing incident reports.
  • Skills and Experience

    3rd level academic qualifications in an IT or business discipline is important for this position. Ideally, you will have experience in technical support, project management, technical sales and consultancy. In addition, you must have extensive technical knowledge across a broad spectrum and you must also have good interpersonal and communication skills to build effective relationships with clients and with other members of the Westbourne management team. The successful candidate should have:

  • Minimum 5 years experience in account management and business to business sales
  • Experienced in sales/account management within the IT Solutions and Services sector
  • A track record in mapping out clients technical landscape and how IT is aligned to drive their business
  • Extensive knowledge and interest in IT market and industry, ideally within the ITIL framework
  • High level of skill with Microsoft Office Suite, especially Word and Excel
  • Excellent verbal and written communication skills; ability to make presentations to various clients
  • Goal-oriented go-getter attitude to achieve targets through self-motivation and determination
  • Demonstrated ability to develop and maintain relationships
  • Consistently demonstrate a high level of teamwork through working cooperatively and effectively with other internal and external stakeholders

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