Director of Technical Account Management, vCIO

Company: Parachute Technology Inc
Location: San Ramon
Posted on: March 20, 2023

Job Description:

Job Description:

Job Description Description: ** THIS JOB IS BASED IN THE SAN FRANCISCO BAY AREA. iT IS WORK FROM HOME FLEXIBLE, HOWEVER YOU MUST BE ABLE TO WORK IN THE OFFICE ONCE PER WEEK AND BE AVAILABLE TO CLIENT VISITS** COMPANY Parachute is a Managed IT Service company. We have a friendly and supportive work environment, with a hands-on leadership team. Our client base is comprised of a wide variety of businesses, professional service firms, and non-profit organizations with 15 - 250+ end-users located in San Francisco, the East Bay, and the South Bay, many with national and international remote offices. Our headquarters is in San Ramon, and we have an office in the Financial District of San Francisco. POSITION We are looking to add, to our amazing team, an experienced, professional, and personable Director of Technical Account Management who has prior Virtual Chief Information Officer (vCIO) and Managed IT Service Provider experience. This role will manage the Technical Account Management (TAM) department and be responsible for leading, managing, and holding that team accountable to their objectives. The TAM team is responsible for the day-to-day account management for clients and for conducting regular Technical Business Reviews (TBRs) with clients. The Director of Technical Account Management will provide strategic direction to the TAM team and ensure the team is executing with a high level of customer service. In addition, this role provides executive-level (CIO/CTO) leadership to our clients, helping them develop and implement high-level, innovative technology solutions to address their company objectives and industry requirements. The vCIO is a knowledgeable technology advisor with strong business savvy who is skilled in project management and exceptional customer service. ROLE & RESPONSIBILITIES MANAGEMENT OF TECHNICAL ACCOUNT MANAGERS (TAMS)Provide performance management to the TAM team by conducting weekly 1:1's, quarterly conversations, and annual reviews. Participate in other employee performance management as needed.Set expectations for each team on production, customer service levels, and workflow.Conducts weekly meetings with the management team to ensure each team is meeting expectations; identify gaps and work with team(s) to remediate.Assist the Director of Professional Services to determine the correct staffing levels to manage the team towards improving service gross margin performance.Work closely with the Director of Professional Services to manage the implementation of Parachute developed processes, procedures, and operational strategies. Communicate possible service quality and/or process/procedure improvements back to the COO. Own the processes and tools for the TAM team to function at a high level.Mentor the Technical Account Managers on how to uncover business risk and value when presenting solutions to clients. Technology Strategy for our ClientsPartner with our Technical Account Managers, Senior Engineers, and our Onsite Field Engineers to:Establish the overall IT strategy and 2-year technology plan (including budget) for our clients. Formally present these technology road maps to C-level executives and other IT contacts at our client sites in partnership with the TAM.Learn and understand our clients' industry-specific IT requirements and unique technology needs. Communicate this information to the other members of our team.Develop innovative IT initiatives and projects to foster the growth goals and desired work environment of our clients.Build project plans, including detailed scopes of work, hardware/software options, and budget requirements. Present this to the client to gain approval - there is a sales aspect to this position.Communicate project progress to the client on a regular basis and ensure the client receives project completion updates.Analyze and review Network Assessments and Security Audit reports identifying clients' business risks in relation to technology. Develop solutions to minimize these risks. Present this information to clients during in-person Technical Business Review meetings.Handle and resolve client issues and escalations with a great deal of patience, respect, professionalism, and written follow-up.Illustrate the importance and benefits of IT standardization and well-established IT processes and procedures.Identify emerging technologies that will benefit our client's future business needs from an IT perspective. Tailor the findings and present the information at in-person Technical Business Review meetings. Requirements: QUALIFICATIONS AND SKILL REQUIREMENTSOral communication: speaks clearly and persuasively; translates technical terms in a respectful way, listens and gains clarification; responds professionally to questions; demonstrates group presentation skills; actively participates in meetings.Written communication: writes emails and reports clearly and concisely; edits work for spelling and grammar; varies writing style to meet the needs of the reader; takes comprehensive notes and keeps detailed records, presents numerical and technical data effectively.Strategic planning - ability to think ahead and plan over a 1-3 year time span. Always comes prepared to internal and client meetings as well as phone/conference calls.Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; fosters group participation and other resources for issue resolution.Business ethics - treats everyone with respect; keeps commitments; inspires the trust of others; works with business ethics and integrity; upholds Parachute's organizational values. EDUCATION AND EXPERIENCERequired: A bachelor's degree in a related field.Preferred: An advanced degree, such as an MBA, IT-related certifications, project management certificationsRequired: Previous vCIO (or similar role/title) experience at Managed IT Service ProviderRequired: 8-10 + years of related experience in related business and/or technology, including:Client presentations and gaining the buy-in of C-level executivesSales and customer care within a technology-related environmentBuilding project plans and detailed scopes of workManaging and monitoring projectsHigh-level, professional communication with C-level executives BENEFITSMedicalDentalVisionLife InsuranceFSA401k + company matching15 PTO days8 - 10 paid holidays per yearPaid day off for your birthdayCellular phone stipendTravel stipend PI207430172

Keywords: Parachute Technology Inc, San Ramon , Director of Technical Account Management, vCIO, Executive , San Ramon, California