CW IT SUPPORT INC
Technical Account Manager - MSP
CW IT SUPPORT INC, Wilmington, North Carolina, United States, 28412
Technical Account Manager
Job Purpose:
The purpose of this role is to manage approximately 90 of our smallest clients, with monthly recurring revenue of about $1,500 or less.
Managing an account involves a few key outcomes: Client Retention
and Attention
– working to resolve any issues or frustrations they might have through regular client check-in calls (you would work with management / technical support teams to fix the issues, you would not be the one fixing technical problems directly). Client MRR Growth
– Making appropriate recommendations so that the client’s monthly spend increases approximately 20% annually due to new products or services they purchase through CW IT Support that have a recurring component, such as additional cyber security, new users / device licenses, M365 products, etc. Project Sales / One-time Revenue Sales
– Creating, presenting, and closing proposals for projects that would benefit the client, such as network upgrades, phone systems, M365 migrations, computer replacements, etc. Position Metrics / KPIs: Key Activities
# of client check-in calls or visits # of TBRs Performed (Technology Business Reviews) # of Proposals Delivered
Key Results
# of Proposals Won One-time Revenue Sold Monthly Recurring Revenue Sold (upticks) Total MRR under Management
Key Competencies: Customer Service and Communication Skills, in person, over video, and on the phone.
First and foremost, this is a customer service position with client retention as the number 1 goal. Technical Knowledge:
M365 Technologies in terms of features, benefits, how it works Microsoft Azure Fundamentals Intune / Endpoint Management Fundamentals Microsoft Windows 10 / 11 Fundamentals VoIP Technology Fundamentals Competency in using Word, Excel, PowerPoint Typing of 50+ WPM Networking Fundamentals
Firewalls / Routers, Switches, Cabling, Network Rack Setups, WiFi Technology
Sales Ability
Estimating / Quoting Experience Presentation / Closing Experience (with existing clients) Prior Account Management Experience
Compensation:
$50,000 base salary + bonuses + profit sharing + benefits.
Total comp expected to be $60,000+ Bonus Structure:
Bonuses are based your personal contribution of OTR sales (one time revenue) as well as for overall MRR growth (retention, new client MRR / upticks) of existing accounts you manage. Project Revenue Bonus on Personal Sales: $50,000 per quarter - $0 Bonus (QUOTA) $60,000+ per quarter - $1,000 Bonus $75,000+ per quarter - $2,000 Bonus $90,000+ per quarter - $3,000 Bonus MRR Bonus (based upon MRR growth for accounts you manage): $2,000 per quarter QUOTA = no bonus Red Goal:
$3,000 per quarter = $1,500 Bonus Yellow Goal:
$4,000 per quarter = $2,000 Bonus Green Goal:
$5,000 Per quarter = $2,500 Bonus Bonus Structure would allow for $74,000 annual total comp with estimate profit sharing of $500 per quarter
The purpose of this role is to manage approximately 90 of our smallest clients, with monthly recurring revenue of about $1,500 or less.
Managing an account involves a few key outcomes: Client Retention
and Attention
– working to resolve any issues or frustrations they might have through regular client check-in calls (you would work with management / technical support teams to fix the issues, you would not be the one fixing technical problems directly). Client MRR Growth
– Making appropriate recommendations so that the client’s monthly spend increases approximately 20% annually due to new products or services they purchase through CW IT Support that have a recurring component, such as additional cyber security, new users / device licenses, M365 products, etc. Project Sales / One-time Revenue Sales
– Creating, presenting, and closing proposals for projects that would benefit the client, such as network upgrades, phone systems, M365 migrations, computer replacements, etc. Position Metrics / KPIs: Key Activities
# of client check-in calls or visits # of TBRs Performed (Technology Business Reviews) # of Proposals Delivered
Key Results
# of Proposals Won One-time Revenue Sold Monthly Recurring Revenue Sold (upticks) Total MRR under Management
Key Competencies: Customer Service and Communication Skills, in person, over video, and on the phone.
First and foremost, this is a customer service position with client retention as the number 1 goal. Technical Knowledge:
M365 Technologies in terms of features, benefits, how it works Microsoft Azure Fundamentals Intune / Endpoint Management Fundamentals Microsoft Windows 10 / 11 Fundamentals VoIP Technology Fundamentals Competency in using Word, Excel, PowerPoint Typing of 50+ WPM Networking Fundamentals
Firewalls / Routers, Switches, Cabling, Network Rack Setups, WiFi Technology
Sales Ability
Estimating / Quoting Experience Presentation / Closing Experience (with existing clients) Prior Account Management Experience
Compensation:
$50,000 base salary + bonuses + profit sharing + benefits.
Total comp expected to be $60,000+ Bonus Structure:
Bonuses are based your personal contribution of OTR sales (one time revenue) as well as for overall MRR growth (retention, new client MRR / upticks) of existing accounts you manage. Project Revenue Bonus on Personal Sales: $50,000 per quarter - $0 Bonus (QUOTA) $60,000+ per quarter - $1,000 Bonus $75,000+ per quarter - $2,000 Bonus $90,000+ per quarter - $3,000 Bonus MRR Bonus (based upon MRR growth for accounts you manage): $2,000 per quarter QUOTA = no bonus Red Goal:
$3,000 per quarter = $1,500 Bonus Yellow Goal:
$4,000 per quarter = $2,000 Bonus Green Goal:
$5,000 Per quarter = $2,500 Bonus Bonus Structure would allow for $74,000 annual total comp with estimate profit sharing of $500 per quarter