Technology Success Manager

Job Title:

Technology Success Manager (TSM)

Job Status:

Fulltime (InOffice)

Department/Group:

Managed Services Group

Employee Type:

Exempt

Reports to:

Director of Client Services

Travel Required:

50

Work schedule:

8am5pm Monday thru Friday

Off business hours required

Positions Supervised:

None

Job Description

Position Summary

As a Technology Success Manager (TSM) in the IT Managed Services industry you will play a crucial role in ensuring the success and satisfaction of our clients by effectively managing their technology needs and aligning our services with their business objectives.

Mission

To be an evangelist for Standards and Alignment inside of Avatar and to our customers and develop a technical relationship with our clients based on the value they see in our superpower process.

How Success Is Measured

• RHEM and TEM (reducing at your clients)
• Alignment Questions Answered
• Proactive Utilisation
• Sales of technology and managed services solutions

Roles and Responsibilities

• Promote and represent the corporate culture and core values in all aspects of your job duties. As a Team Leader you should encourage and foster this behavior in your team.

The Avatar Advantage

• Perform regular technical analysis against The Standard and prepare reports on misalignments for the vCIO
• Analyse where technology issues are coming from and work with the Avatar team to identify solutions
• Reducing TEM and RHEM at each customer managed
• Measuring performance of services through KPIs and ability to drive continual service improvement

Proactive Services

• Regular manual maintenance to prevent issues
• Verify tools are implemented and working
• Documentation of all aspects of a customers system
• Review recent changes to ensure they were conducted and documented correctly

Client Relationship

• Owns technical relationship with the customer through Point of Contact and users
• Intimate knowledge of customers technology

Projects and Professional Services

• Perform small simple upgrades and installations. Complex changes are handles by Professional Services

Strategic Planning and Consultation:

• Work closely with clients to develop technology roadmaps aligned with their business objectives and growth plans.
• Provide strategic guidance and recommendations on technology investments upgrades and migrations to enhance efficiency and competitiveness.
• Stay informed about industry trends emerging technologies and best practices to offer proactive advice and solutions to clients.

Needs To Be Good At

• Understanding how technology can help users and businesses to succeed.
• Communicating with staff members at all levels about their job roles and use of technology
• Showing up in a professional way looking professional and intelligent acting in a professional way
• Working independently managing time and priorities
• Communicating technical misalignments to the person in the vCIO role
• Developing business acumen so they can understand the customers business as well as the technology

Qualification and Education Requirements

• Communication Oral Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Communication Written Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
• Problem Solving Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Analytical Skills Ability to use thinking and reasoning to solve a problem.

Skills & Abilities

Experience: Proven experience (X years) in a clientfacing role within the IT managed services industry

preferably in a technology consulting or account management capacity.

Computer Skills: Extensive proficiency with information technology regarding both hardware and software.

Certifications: Microsoft Server Workstation; A Network