Position is part of the client services department and works closely with all other departments to ensure a successful client experience
Primary objective of this position is to develop business relationships with Company’s managed services clients. The objective is to assist in guiding our customer’s technology strategy and vision by becoming a trusted technical advisor
Responsible for ensuring client satisfaction with regards to strategic planning, long term strategy
Responsible for maintaining a relationship with C-Level executives and decision makers
The Technology Advisor will maintain a consistent on-site schedule to provide the following services:
Regular onsite Information Technology reviews with their client base
Consistent participation in client strategy meetings and huddles
Develop an understanding of Company client base to help develop technology vision
Consistent communication and planning with client base through huddle and Technology Advisor touch process
Develop and maintain technology budgets
Identify business risks and develop solution strategies with Primary Engineers & Architects
Essential Duties and Responsibilities
Technology Advisor will be responsible for client interaction and account ownership. Regular open communication is required for success. Technology Advisor is not responsible for addressing technical issues faced by the client but is responsible for making sure the issues have been handed off to the appropriate support team and are addressed
Regular onsite visits are required across the Company client base. During this onsite visit the Technology Advisor is required to address Technology Summary Plan, Annual Budgets, Initiative Planning, Industry Updates, and Strategic Advancement
Through the IT Review Process, project work will present itself. Technology Advisor is responsible for delivery of technology options. The Technology Advisor must maintain awareness of current project status, however, is not responsible for project coordination
The Technology Advisor is responsible for keeping day to day accountability metrics updated. This would include Technology Advisor playbooks, daily activity reporting, weekly accountability worksheets, and Monthly Team Accountability worksheets
The Technology Advisor will be responsible for regularly review of client issues and tickets with Primary Engineers and Architects. Technology Advisor is not responsible for fixing technical issues, however, is responsible for assisting in the issue identification process and resolution strategy planning
Technology Advisor will be responsible for attending Company huddles and meetings on a daily, weekly, and monthly basis
The Technology Advisor will be responsible for participating in an integrated team of service delivery professionals. Working within this team approach is critical to the success of this position. Communication between and across teams is critical to providing the client with a superior service experience
The following duties and responsibilities are essential for this position:
Maintain a consistent on-site meeting schedule for all managed service clients
Maintain consistent communication to the client; interface with senior members of the client organization as necessary
Set and manage client expectations
Review and suggest improvements to procedures that document best practices and planning sessions with Network Administrators and Technology Architects
Use of Accent, Technology Advisor Touch, Technology Advisor Huddle, and IT Review Documentation
Communicate status of open strategy items consistently and effectively
Review all open projects with the client; deliver new project proposals as necessary with assistance of Primary Engineers and Architects
Qualifications and Requirements:
Education and Soft Skills
Bachelor’s Degree or higher strongly preferred in Information Systems & Technology and/or Business Administration
Account management & business process experience required
5+ years of experience in IT/IS related field
Experience working in a fast-paced technology environment
High comfort level with face to face interaction with senior leadership positions
Excellent oral and written communication skills
Strong ability to manage time effectively in a dynamic environment
Good analytic and problem-solving skills
Ability to work independently with minimal supervision
Ability to work successfully with an integrated support team
Preferred Qualifications/Certifications
Current technical sales certifications with one or more of the following: Microsoft, VMware, Toshiba, WatchGuard Technologies & Xirrus
Current compliance certifications with any of the following: HIPPA, PCI Compliance, SOX, or Itil
Performance Requirements:
Maintains knowledge required to perform the Technology Advisor position. Continuously increases knowledge in fields of technology and business process
Works effectively with other members of the organization to understand client issues and in turn relay the risks to decision makers
Participates in daily huddles and weekly team meetings with Technology Advisor staff
Effectively escalates C Level concerns and follows-up to make sure that the client is satisfied
Participates in developing procedures and suggesting improvements to existing procedures
Documents all contact with the systems or clients in the trouble-ticketing application and updates all information within the client knowledge base as appropriate
