The Account Manager works within the Client Services Team to facilitate the successful and timely delivery of IT services to commercial clients in the Washington, DC metro area. The main responsibility of Account Manager is to make sure that the clients are happy and there is constant progress in improving the IT infrastructure and keeping up with technology advancements

The account manager works closely with Service Desk and Engineering team including the Jr. Analysts (Tier 1), the Sr. Analysts (Tier 2), and the System/Network Administrators (Tier 3) to support the technical needs of our clients. The Account Manager position requires strong customer service skills and organizational skills – it is not a technical position.

Primary Responsibilities

•  Build and maintain strong, long-lasting customer and trusted advisor relationship with all clients
•  Operate as the lead point of contact for any and all matters specific to the clients
•  Ensure the timely and successful delivery of our solutions according to customer needs and objectives
•  Communicate clearly the progress of monthly/quarterly initiatives/projects internally and externally
•  Have regular status calls with the clients
•  Assist with high severity requests or issue escalations as needed, assist in the resolution process and manage communication with the client as needed
•  Identify development potential in accounts by studying current business; identifying and evaluating additional needs by working with the service desk and the engineering teams as well as based on client interactions
•  Enhance service desk reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to create value
•  Work with engineers and other team members to get quarterly TIPs for each client
•  Oversee the onboarding and offboarding of clients, manage the timelines and make sure that there is progress
•  Work with the team to schedule appointments as needed to implement on boarding tasks and get progress updates
•  Work with the engineering and service desk team to schedule dates for project implementation
•  Follow up with the client to get feedback upon project completion and ensure they are happy with the results
•  Create and update documentation

Technical Knowledge and Experience

•  Basic knowledge in desktop and network support and troubleshooting in a Microsoft environment is required
•  Must have experience in using basic software applications such as Microsoft OS (Win 7, Win 10), Microsoft Office (Word, Excel, Outlook, Etc…), Office 365 and Help Desk or Service Desk ticketing systems.

General Knowledge and Experience

•  This position requires very strong organizational and communication skills
•  Must have working knowledge and experience in a Service Desk or Help Desk environment
•  Must be able to oversee and coordinate the successful completion of multiple service issues and requests in a very hectic environment
•  Must have outstanding written and spoken English communication skills to successfully communicate status updates to clients
•  Must be a team player with a proactive, positive “can do” attitude and a strong work ethic
•  Ability to multi-task and work well under pressure and in a fast-paced environment
•  Ability to work in a team and communicate effectively
•  Excellent attention to detail with strong organizational skills
•  An energetic, enthusiastic, team player with the desire to grow both personally and professionally.
•  Professionalism is a must with the ability to foster and develop customer loyalty

Education Requirements

•  Bachelor’s degree or equivalent experience
•  Basic technical knowledge of Microsoft core technology
•  IT support experience and technical proficiency is a plus

How to apply

Send your cover letter & resume to: employment@fsistrategies.com
Subject: refer to the job title/position posted here
Body: tell us a little bit about yourself