Technical Account Manager

Employment Type
Full time

Role Purpose

Acora are looking for a dedicated, ambitious and self-driven Technical Account Manager to work with a high value Managed Services client in the Financial Services sector.

As a Technical Account Manager you will oversee and govern all technical support, delivery, forward strategy while identifying potential new opportunities for Acora and building a strong and trusted relationship with the customer. You will oversee and provide insight and guidance for a number of key functions within the Service Operations department that enable technical delivery as part of the wider Managed Service and projects.

This position is customer facing based at their head office location in London and requires that you establish and manage expectations with the customer in alignment with contracted service levels whilst seeking to strengthen and develop relationships for the longer-term.

Key Responsibilities

Working within an operational team, dedicated to the delivery of technical services and improvements to your allocated customer
Within Acora’s remit support, facilitate and input on the technical strategy of the customer
Where possible own to conclusion any technical escalations or formal complaints, escalating to the Head of Service Operations where required
Ensure that all technical designs, solutions and changes are compatible with the existing customer environment, architecture and forward strategy
Be the Technical Design Authority for all Acora projects, solutions and changes
Own and understand the customer business applications ensuring Acora’s technical delivery and architecture is aligned and fit for purpose
Technical ownership of the management, planning, delivery and remediation of IT Service Continuity Management (Disaster Recovery)
Provide technical review, approval and oversight for Acceptance into Service to ensure service levels and support are maintained while championing service delivery
Own, manage and improve all technical documentation for the customer with a view of improving service delivery
To work in collaboration with the Acora Account Director on new sales opportunities
To provide technical support and input to the Acora Enterprise Architect and presales team
Creation and publication of monthly Technical Account Management report
Pro-actively inspect, control and support service delivery; working with the Service Delivery Management team (where aligned) and colleagues across Service Operations ensuring systems, methodologies and procedures are in place and followed
Demonstrate a strong understanding of your customers’ utilisation of our services (SLA/KPI as well as other service metrics and supporting data)
Provide and offer technical guidance and support during major incidents for your customer
Be a key stakeholder in the on-boarding (‘Service Transition’) of new customers into your dedicated support team
To actively and continuously identify areas of service improvement and technical remediation and liaise with the Service Delivery Management team and Account Director to raise sales opportunities as they arise

Skills and Experience

An evident passion for quality customer service and technical delivery
A proven track record of Technical Account Management including previous technical planning and solution design experience
Technical experience and understanding of core technologies including Windows Server, Active Directory, Windows 10, Office 365, Azure, Citrix, Netapp and Cisco
Experience of managing, measuring and improving technical service delivery
Experience working for a Managed Services Provider preferable

For more information about this position, please email and include a copy of your CV

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