Technical Account Director - Managed It Services

Position: Technical Account Director

Location: Richmond

Company: Twisted Fish - Managed IT Services

About the Company:

We are an award-winning IT support services business with 150+ clients and 30+ staff and we've been in business for 20 years. Our culture is unrivalled and we're the only IT services firm in the UK to have 22 straight quarters of organic growth. We're privately held, have zero debt and continue to grow.

Through automation we have become the single most efficient IT support firm today. This makes us undeniably unique.

No agencies

Responsibilities:

We are seeking a highly skilled and dedicated Technical Account Director to join our team, responsible for managing Small and Medium-sized Enterprise (SME) accounts. As a Technical Account Director you will be the key point of contact for our SME clients and other TAM's, ensuring they receive exceptional service and support for all of their IT and infrastructure services. Your technical expertise, combined with your strong communication and relationship-building skills, will be essential in helping our clients leverage technology to enhance their business operations.

Key Responsibilities:

Technical Account Management: Serve as the primary liaison between Twisted Fish and our clients, fostering strong and trusted relationships with key stakeholders to understand their unique business needs, challenges, and objectives.

Microsoft 365 Expertise: Possess an in-depth understanding of Microsoft 365 services, including Microsoft Office Suite, Microsoft Teams, SharePoint, Exchange, OneDrive, and other related cloud-based solutions.

Consultation and Support: Provide expert guidance to clients on the optimal use of Microsoft 365 services to drive efficiency, productivity, and collaboration within their organizations.

Technical Issue Resolution: Proactively identify and address technical issues and challenges faced by our clients related to their IT infrastructure. Collaborate with our technical teams to ensure swift and effective resolution.

Onboarding and Training: Lead the onboarding process for new clients, ensuring a smooth transition and conducting training sessions to familiarise users with Microsoft 365 tools and features.

Account Growth and Upselling: Collaborate with the sales team to identify opportunities for upselling and expanding our managed IT services within existing accounts.

Performance Reporting: Prepare regular reports on the performance and usage of Microsoft 365 services for assigned accounts, highlighting key insights and recommendations.

Stay Informed on IT Trends: Keep abreast of industry trends, updates, and best practices related to Microsoft 365 and other relevant technologies to provide informed recommendations to clients.

Requirements:

Experience: Proven experience in Technical Account management, customer relationship management, or a similar client-facing role within the IT services industry.

Technical Skills: Demonstrated expertise in Microsoft 365 services and related cloud-based solutions. Familiarity with other managed IT services and technologies is a plus.

Communication Abilities: Strong verbal and written communication skills, with the ability to articulate technical concepts to non-technical stakeholders effectively.

Problem-Solving Aptitude: Analytical mindset with a proactive approach to problem-solving and issue resolution.

Customer Focus: A passion for delivering exceptional customer service and ensuring client satisfaction at all times.

If you believe you have the skills and experience to excel in this Technical Account Director role, we would love to hear from you