IT Managed Services Account Manager

• Serve as the voice of the customer within Crossfuze and represent Crossfuze within assigned customers across both sales and delivery
• Spearhead all assigned customer account management; this includes oversight of customer onboarding, providing analysis, monthly reports, acting on relevant or necessary tasks
• Proactively seek new sales opportunities via designated sales wedges within existing customer base and manage through entire sales process and track them in Crossfuze’s CRM
• Develop new business through effective prospecting such as market research and leveraging existing relationships
• Conduct regular meetings to share monthly and ad-hoc reports utilizing Crossfuze’s ITSM tool and present value-based propositions to drive account growth and partnership
• Review agreed service targets, perform SLA attainment reporting, and review processes
• Monitor SLA compliance and perform ongoing analysis of continuous service improvement opportunities across delivery operations amongst assigned accounts
• Coordinate delivery of Root Cause Analysis reports and activities
• Develop revenue growth plan, review with sales management, and attend sales meetings on a regular basis
• Perform contract negotiations and facilitate related actions for contract development and negotiation with Crossfuze leadership
• Drive continuous improvement in all assigned focus areas
• Other duties as assigned

Requirements

• 5+ years of sales, relationship, and/or project management experience
• 5+ years of IT Managed Services Experience or IT Management experience
• Ability to communicate, mentor, teach, and explain concepts at multiple levels with the capability to extract the business value related to the proposed solutions
• Experience meeting and exceeding business deadlines established, creating professional proposals and executive summaries for clients
• Ability to build and maintain relationships
• Background and/or certifications in ITIL with the ability to understand and rationalize data within ITIL framework preferred

Work Environment

• While performing the duties of this position, the employee will work either remotely (home office) or in an office environment as needed/determined
• Occasional local travel to customer sites

Benefits

• Flexible remote work options
• Competitive paid time off
• Additional PTO day for mental health
• 401(k) with employer match
• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Competitive training & development programs
• 10 days toward bereavement leave

The anticipated compensation range for this position is $60,000-$90,000 annually plus commission. Many factors are taken into consideration when determining the compensation rate for a potential new employee including years of experience, training and education, geographic location, and other factors.

Equal Employment Opportunity

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.