Communication Skills, Customer Retention/Renewal, Customer Support/Service, Firewalls, Internet Security, Metrics, Microsoft Excel, Microsoft PowerPoint, Microsoft Windows Azure, Microsoft Windows Operating System, Microsoft Word, Network Configuration Management, Network Routers, Network Switching, Performance Metrics, Problem Solving Skills, Purchasing/Procurement, Sales, Sales Management, Systems Administration/Management, Technical Leadership, Technical Support, Truck Driver, Typing, VoIP (Voice over IP), Wireless Communications
Technical Account Manager
Job Purpose: The purpose of this role is to manage approximately 90 of our smallest clients, with monthly recurring revenue of about $1,500 or less. Managing an account involves a few key outcomes:
- Client Retentionand Attention – working to resolve any issues or frustrations they might have through regular client check-in calls (you would work with management / technical support teams to fix the issues, you would not be the one fixing technical problems directly).
- Client MRR Growth – Making appropriate recommendations so that the client's monthly spend increases approximately 20% annually due to new products or services they purchase through CW IT Support that have a recurring component, such as additional cyber security, new users / device licenses, M365 products, etc.
- Project Sales / One-time Revenue Sales – Creating, presenting, and closing proposals for projects that would benefit the client, such as network upgrades, phone systems, M365 migrations, computer replacements, etc.
Position Metrics / KPIs:
- Key Activities
- # of client check-in calls or visits
- # of TBRs Performed (Technology Business Reviews)
- # of Proposals Delivered
- Key Results
- # of Proposals Won
- One-time Revenue Sold
- Monthly Recurring Revenue Sold (upticks)
- Total MRR under Management
Key Competencies:
- Customer Service and Communication Skills, in person, over video, and on the phone. First and foremost, this is a customer service position with client retention as the number 1 goal.
- Technical Knowledge:
- M365 Technologies in terms of features, benefits, how it works
- Microsoft Azure Fundamentals
- Intune / Endpoint Management Fundamentals
- Microsoft Windows 10 / 11 Fundamentals
- VoIP Technology Fundamentals
- Competency in using Word, Excel, PowerPoint
- Typing of 50+ WPM
- Networking Fundamentals
- Firewalls / Routers, Switches, Cabling, Network Rack Setups, WiFi Technology
- Sales Ability
- Estimating / Quoting Experience
- Presentation / Closing Experience (with existing clients)
- Prior Account Management Experience
Compensation: $50,000 base salary + bonuses + profit sharing + benefits. Total comp expected to be $60,000+
Bonus Structure: Bonuses are based your personal contribution of OTR sales (one time revenue) as well as for overall MRR growth (retention, new client MRR / upticks) of existing accounts you manage.
Project Revenue Bonus on Personal Sales:
$50,000 per quarter - $0 Bonus (QUOTA)
$60,000+ per quarter - $1,000 Bonus
$75,000+ per quarter - $2,000 Bonus
$90,000+ per quarter - $3,000 Bonus
MRR Bonus (based upon MRR growth for accounts you manage):
$2,000 per quarter QUOTA = no bonus
Red Goal: $3,000 per quarter = $1,500 Bonus
Yellow Goal: $4,000 per quarter = $2,000 Bonus
Green Goal: $5,000 Per quarter = $2,500 Bonus
Bonus Structure would allow for $74,000 annual total comp with estimate profit sharing of $500 per quarter