Technical Account Manager - Middletown Location

Charles IT is looking for an experienced Technical Account Manager to join our growing team. We are seeking passionate technology aficionados with experience in the IT industry, and who are motivated as much by providing first-class customer service as they are excited at playing with the best and shiniest tech in the industry.

Based in Middletown CT, Charles IT is a leading IT Managed Service Provider that supports over 200 clients throughout New England. Our growth since inception in 2006 has sky-rocketed; all while keeping true to our mission of delivering exceptional customer service to our clients and an engaging, progressive work environment to our valued employees. A dog friendly office, Friday lunches, epic company outings, comprehensive benefit plans - these are just a few of the perks that have landed us on 'CT's Best Places to Work' list for 6 years running. Who says IT can't be fun?!

A successful Technical Account Manager would help us deliver on:

• Providing second-to-none customer service by pairing technical ability with timely, efficient, and communication-driven support for all customer requests. Many people can spin-up a server, but can you do it while making a #ravingfan out of your client?
• Supporting our company mission and core values by a commitment to endless improvement; both through continued professional development and regular certifications.
• Letting your geek flag fly proud! Technical support of: Microsoft related technologies (Windows Server, Office 365/Exchange, SQL, SharePoint, etc.), virtual environments (VMware and Hyper-V), networking devices/services (including WAN/LAN, routers, firewalls), as well as back-up and disaster recovery solutions.
• Maintaining day-to-day business optimization through the practices of detailed documentation, time keeping, liaising with dispatch staff, and delivering on strategic company metrics.

Technical Account Managers at Charles IT primarily serve as a technical liaison for our co-managed clients.

Requirements

• Achieve and maintain positive, long lasting, and real relationships with your client base and act as their primary point of contact for Charles IT
• Speak on a high level technical conversation to ensure that you and the client are aligned on their business needs and how that aligns with our technical stack
• Have an intimate understanding of your client's business functions, needs, IT challenges and risks
• Be apprised of your client's projects and timelines. Participate in internal project-related meetings to keep apprised of any details or issues that may arise
• Approve all outbound client quotes and proposals
• Maintain customer documentation
• Respond to clients in a timely manner and establish realistic client expectations
• Leverage technical sales architects to accurately quote solutions and gaps identified
• Work with teams throughout Charles IT to advocate and ensure your clients receive exceptional service
• Maintain frequent touch points with your client base through various activities and mediums
• Clearly communicate the progress of initiatives and roadmap items through recurring client meetings and Technology Business Reviews
• Build client technology roadmaps to assist in planning, budgeting and visualizing gaps and risks
• Maintain and align in-depth knowledge of current Charles IT products, services, and offerings
• Continue to cross-sell, recommend and integrate Charles IT solutions to achieve stack attainment

Benefits

What we believe in at Charles IT: IT for humans by humans, building up our team through professional and personal development, an emphasis on work/life balance, and fostering a start-up-type environment founded upon passion for our mission.

What you won't find here at Charles IT: boring work days, stagnant growth, tolerance for old-school corporate norms that detract from our client and employee experience.

If you can see yourself contributing to this mission through your systems-focused skills and experience, we want to hear from you!