Wolf Consulting is the region's trusted leader in computer support and cloud services for small and mid-size businesses. For more than 35 years, we’ve been a trusted IT partner to Pittsburgh-based businesses and non-profits, relieving their technology and cybersecurity worries so that they can concentrate on what they do best. We have consistently been honored as a Top Managed Services Provider (MSP) and have been named one of the Best Places to Work in Western Pennsylvania for eight years.
We currently have an opening for a Technical Account Manager (TAM) to join our client success team. This position is primarily responsible for nurturing the client relationship and ensuring a high level of satisfaction and engagement. The incumbent will be passionate about providing business technology support to our clients and will have strong critical thinking and problem solving competencies. He/She will be will be an energetic self starter who is able to work autonomously as well as a part of a team. Strong interpersonal, verbal and written communication skills are vital in this role.
This is a hybrid role with time spent between visiting our clients' sites, working in our Monroeville office, and working from a home office. The incumbent must live in the Pittsburgh region in order to travel to our office and clients' sites.
Responsibilities include:
- Primary responsibility for customer retention, a critical aspect of Wolf Consulting, LLC’s business.
- Evaluate IT solutions for client needs and challenges and make recommendations regarding best options for client.
- Maintain regular contact and communication with clients through phone calls, emails, and face-to-face meetings.
- Pay close attention to client concerns and address them in a timely manner.
- Assist clients with their IT planning and budget process.
- Regularly measure client satisfaction to ensure expectations are being met.
- Convey the tangible benefits clients are receiving from our partnership.
- Assist the team in the sale of products including hardware, software licenses, online services, and maintenance renewals.
- Play a role in the onboarding process for new clients including discovery, standardization and stabilization, and ensuring completion of all onboarding tasks.
- Contribute and participate in Informational Briefings and other client events.
- Review and approve invoices prior to being sent to the client.
- Review client agreements to ensure accuracy and look for opportunities for improvement.
- Serve as an escalation point for addressing client service concerns, collections, etc.
- Contribute to the development of Standard Operating Procedures for client services.
- Document work performed including a description of issue/opportunity/task, work performed, time worked, and any follow-up required.
- Maintain up-to-date client documentation.
- Ability to operate a motor vehicle to drive to client’s sites.
Preferred candidates will have:
- A two-year associates degree or four-year bachelor’s degree in the field of business, computers, network administration or Information Technology, or equivalent experience with advanced knowledge of technology as applied to customer needs and business settings.
- 5+ years of experience working with small and mid-size businesses in a services-based business is preferred.
- Managed Services Provider (MSP) experience is preferred and helpful.
- Strong knowledge of computer networking and computer infrastructure technologies, and computer support needs for small and midsize businesses is preferred.
- Experience with remote monitoring and management software, ticketing and quoting systems is helpful.
- Experience with Microsoft Office software (Word, Excel, Outlook and PowerPoint) is required.
Work Location and Physical Requirements:
- Location: Regular local car travel in the Greater Pittsburgh area is required. Some work is performed in our Monroeville, PA office. Other work is performed onsite at the offices of our clients or from a home office. A valid driver's license, a reliable personal vehicle, and a responsible driving record are required.
- Physical Requirements: Normal office and light lifting (lift up to 20 lbs.) are required. The employee frequently is required to sit and stand for extended periods of time and use hands to operate computer keyboard, mouse, telephone and basic office equipment. While performing the duties of this job, the employee is regularly required to walk, talk, see and hear. Ability to drive a motor vehicle.
Join Wolf Consulting’s team and enjoy:
- Being a team member of the strongest and fastest-growing IT networking company in the region.
- Working in a fun, energetic, and team-oriented hybrid work environment.
- Our commitment to helping you grow professionally with training and career advancement opportunities. Additional sales training will be provided for this role.
- Competitive salary, commission opportunities, and benefits package including 100% employer paid medical, vision and dental insurance at the employee level, generous PTO and holiday offerings, 401(k) Plan with company match, profit sharing program and monthly cell phone stipend.
- Social events and volunteering opportunities inside and outside the office.
FOR MORE INFORMATION OR TO APPLY:
- For more information about Wolf Consulting, please visit www.wolfconsulting.com.
- For confidential consideration, please click the Apply button below. Your application will automatically be entered into our Applicant Tracking System.
