Red River

Managed Services – Service Account Manager

US-NH-Claremont
Category
Engineering - Sales
Travel
25%
Type
Regular Full-Time

Overview

Are you a Passionate Relationship Manager with an understanding of Technology?

 

Red River is seeking an exceptional individual for our latest Service Account Manager position in our Managed Services Department. 

 

Goals and Objectives

The primary responsibility of our Services Account Manager is to support long-term client relationships by completing operational and project activities with strong client communications in a manner that successfully develops trusted advisor status with Red River clients.  The main objective is to ensure the delivery of quality services to a defined margin with 100% client satisfaction.

Responsibilities

  • Client relationship management and service account management at the project management level of higher
  • Participating in sales demonstrations, scheduling service reviews, as well as auditing the success of technical implementations within assigned accounts
  • Supporting the creation of presentations, SOWs, tool sets, templates, delivery strategies/methodologies and associated activities
  • Communicating with Red River sales and delivery teams to ensure customers’ needs are clearly understood and accurately addressed
  • Interacting with the Network Operations Center (NOC) and Intellectual Property (IP) development teams to provide customer feedback as part of continuous improvement initiatives
  • Completing special projects associated with the continued growth and success of the delivery practice and company
  • Management of operational support readiness teams

Qualifications

  • BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience
  • Proven ability to utilize CRM data, product documentation and other resources to research and resolve client technical issues
  • Familiarity with designing statements of work (SOWs) requirements and establishing consulting engagement strategies
  • Track record of meeting/surpassing client satisfaction levels
  • Previous technical support (success in Level One customer-facing roles) and experience in IT infrastructure with focus on Storage, Backup, Databases and Network and/or the ability to mentor Level 1 CSRs and L2 TSEs
  • Deep experience providing pre- and post-sales support in professional services capacity with ability to ensure project estimates are robust and realistic

 Additional Information

  • IT hardware/software knowledge with previous work experience in Windows and Unix/Linux-based environments is helpful
  • Strong understanding of hardware and software compatibility (i.e., rev. levels, firmware, versions, etc.), installation, and configuration is beneficial
  • Strong working knowledge of servers (physical and virtual), Enterprise backup applications, SAN and Network infrastructure is desired
  • Technical experience in network, VOIP, server, storage, backup, and infrastructure applications (Active Directory, Exchange)
  • Technical certifications (CCNA, MCSE, ITIL, PMP, Six Sigma, Sun/Redhat, EMC)
  • Previous experience in leadership roles in IT professional services firms
  • This role operates with 25% expected travel to customer and partner sites. 

Performance Expectations

  • Exceed customer satisfaction by maintaining an on-going awareness of the customer base and ensuring delivery against contractual obligations.
  • Perform quality work within deadlines with or without direct supervision.
  • Interact professionally with other employees, customers and suppliers.
  • Work effectively as a team contributor on all assignments.
  • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

 

Candidates for the job should possess excellent organizational skills as well as the ability to efficiently multi-task. Ideal candidates have a strong focus on day-to-day operational excellence, and a personal style that builds trust, and inspires loyalty. The candidate should be motivated, proactive, be able to learn and adapt quickly.

 

Established in 1995, Red River Computer delivers information technology solutions to a worldwide military and civilian customer base and the New England enterprise market including healthcare, financial services and education customers. Red River is ranked the 5th fastest growing company in NH by Business NH Magazine and has demonstrated consistent year over year revenue and employee growth since its inception. With corporate offices in Claremont, NH, Red River has satellite offices in Virginia.

 

EOE M/F/DISABLED/Vet

Red River Computer Co., Inc. is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status.

 

Red River offers a competitive salary, excellent benefits and an exceptional work environment.  If you are ready to join a growing company, please submit your resume and cover letter online at http://www.redriver.com/company/careers.

 

MOC

Army: 42A Human Resoource Specialist / 42L Administrative Specialist

Navy: IT Information System Technician
Airforce: 3A Information Management

 

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