at ISG Technology, LLC in Salina, Kansas, United States
Job Description
About ISG Technology
At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades.
Join in on the Success
As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN’s Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings.
But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 70, compared to the industry average of 47. If you're the type that takes pride in providing world-class support, you may have what it takes!
Qualifications
- You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company
- You embrace change and have the resilience required to continually improve yourself
- You can think creatively and can adapt to evolving situations
- You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction
- You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor
- You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis
- You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment
- You are humbly confident and use your knowledge to build confidence without being a “know-it-all.”
- Exercise solid leadership skills combined with strong business acumen, excellent communication skills, and in-depth analytical capabilities
- As a successful employee, you will demonstrate the following professional skills as you carry out your position:
- Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings
- Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information
- Leadership – Lead people and get results through others in a positive and inspiring manner
- Management – Organize and manage multiple priorities
- Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well
- Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions
- Planning and organization – Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks
- Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments
- You will meet the following educational, licensing, certification and work experience requirements:
- Bachelor’s Degree or equivalent experience required
- Experience in Technical Operations function, including solid experience dealing with customers, and internal teams, typically gained over 4-6 years required
- Minimum 2 years’ experience in an external or internal customer service delivery position
- Have a working knowledge of Microsoft Office Suite (Word, Excel and Outlook)
- Hold and maintain a valid driver’s license; driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage
- We believe it’s important to take time outside of work to spend time with family and keep the wind in our sails
- We’re inclusive and create activities that align with people’s interests and passions
- We pride ourselves in meeting high-pressure challenges
- We never quit and demonstrate the ability to see daunting assignments through … successfully
- We demonstrate courage in having crucial (and sometimes “tough”) conversations
- We are reliable and highly accountable in our use of systems and tools
- We’re creative thinkers who can adapt to evolving situations
- We’re humbly confident, know our stuff, are willing to coach and be coached
- We are pro-active and stay on top of training and certifications
- Prolonged periods of sitting at a desk and working on a computer and phone
- Work in a general office environment
- You have mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation
Responsibilities
- Client Relationship
- Recurring Financial Metric for Assigned Account(s)
- Continuous Improvement
- Maximize Service Offerings Provided to All Clients Through Providing Recommendations to Team
- Service Delivery and CSAT for Assigned Account(s)
- Job Summary: Technical Account Manager I (TAM) will have overall responsibility for an account or set of accounts as assigned
- The TAM will be the primary Services contact for the client and the Account Executive for assigned client activities
- The TAM will have responsibility for day-to-day account leadership and for client presentations related to ISG services, escalation resource for clients and ISG related actions as required
- The role will liaison for all project activities from any ISG resource assigned to the clients that are supported by the TAM
- Job duties also include end to end responsibility for delivery of service, SLA analysis and reporting, financial analysis, and customer satisfaction
- Ongoing review to ensure all ISG service catalog offerings are being evaluated to implement to client (cross-sell) and working with delivery team to maximize account profitability targets
- You will provide STRATEGIC OVERSITE to the position by:
- Supporting Account Executive to ensure client reviews are performed as required contractually and per governance model
- Includes all operational and strategic client meetings
- Monthly and Quarterly Business Reviews and ownership of all content related to services, operations, strategic technology recommendations and support presentation to client
