Technical IT Account Advisor

We are looking for a highly motivated and client-focused Technical Account Advisor (TAA) to join our multi-faceted company. The ideal candidate will have strong interpersonal skills, a demonstrated ability to problem-solve, and meticulous attention to detail. You will be responsible for and involved in the day-to-day oversight and management of their assigned client portfolio, serving as the coordinating link between client and internal teams.

Every client relies on their TAA to empower their organization by leveraging the full capabilities of the Braver Technology relationship. You will wake up and come to work every day with a mission to drive the success of your clients through IT Operations, Digital Transformation and Security by providing information to stakeholders, managing all aspects of the relationship with them to ensure that we are meeting or exceeding expectations; communicating effectively with both internal and external customers; maintaining confidentiality regarding private data; conducting research on potential issues related to customer relationships; developing new business opportunities through direct contact with clients. Local applicants preferred but open to remote candidates.

Detailed job duties include:

• Liaison between Service Team, external vendors, and internal business partners to ensure customer needs are addressed, bringing in the right resources at the right time. This includes keeping the Sales/Service Manager informed and communicating with them as needed.
• Educate and nurture relationships with clients.
• Provide quotes for day to day and project needs.
• Sets appropriate expectations with prospects and clients regarding technology solutions, standard contract provisions and potential exceptions.
• Provide exceptional follow-up to Braver Technology clients on services delivered and identify future opportunities through strategic guidance.
• Conduct Check In’s and Strategic Business Reviews with clients.
• Issue resolution, via various inbound sources: email, calls, and ticketing board; respond to client inquiries to resolve issues timely and effectively.

• Liaison with the Professional Services Team, NOC, and/or Service Operations as necessary. Coordinate with Service Delivery teams to manage the logistics of client projects.
• Coordinate day-to-day client deal requirements by effectively assessing customer concerns, networking with the appropriate resources, and providing creative solutions to customer needs. Work with Design Engineers to determine the best solution(s) for clients.
• Research technical solutions with multiple distributors and generate quotes.
• Maintain vendor relationships.
• Contribute to the maintenance of the Sales Team knowledgebase.
• Make recommendations for changes to processes/procedures where appropriate.
• Collaborate with the Engagement Manager Team to achieve Key Performance Indicators (KPIs) established by Braver Technology.
• Coordinate with Braver Technology business and technology partners to register opportunities and participate in sales reward programs.
• Perform technical research for the benefit of our clients.
• Support Marketing programs and campaigns to engage prospective clients.
• Provide Support for Prospective Client Meetings
• Participate in both online and in-person training programs and attend conferences, networking events and workshops to stay current with technology offerings and identify new prospects.
• Participate in special projects which support organizational needs, effectively assessing and communicating business impacts.
• Attend and participate in all required company training, meetings, etc.

Requirements & Work Conditions

• Ability to organize multiple tasks and priorities.
• Must possess time management skills and be goal and deadline oriented.
• Must possess excellent oral and written communication and interpersonal skills.
• Ability to facilitate meetings and/or present to groups of varying sizes.
• Ability to convey Braver Technology value proposition and differentiators in the marketplace.
• Must demonstrate a commitment to continual learning and growth.
• Ability to think critically and strategically.
• Ability to work independently, self-starter.
• Ability to manage small projects with little oversight.
• Ability to work within budgets.

• Ability to make decisions in matters of significance.
• Always understand and practice Braver Technology core values:

Technical requirement

• Experience managing projects
• Experience creating diagrams with Microsoft Visio
• Experience w/ support ticketing systems and network monitoring software.
• Experience troubleshooting Windows operating systems, as well as desktop & laptop hardware.
• Experience w/ network-based Antivirus solutions (SentinelOne knowledge is a plus)
• Experience supporting Windows Servers
• Experiencing installing & supporting network-based printers & copiers
• Experience configuring network switches, firewalls (SonicWALL, Meraki, & Cisco ASA experience is a plus), and Wi-Fi equipment.
• Experience supporting virtualization technologies.

Qualifications

• Working knowledge of CRM, HubSpot and/or ConnectWise software preferred.
• Understanding of Manage Service Provider (MSP) organizational processes and systems preferred.
• Proficient in MS Office, including Outlook, Word, Excel, PowerPoint, and Microsoft Teams.
• Experience working for a Managed Service Provider ( MSP ) a plus, as is VaaR or other IT-related backgrounds