Technical Account Manager

# Applicant Portal:## Job Details:
Technical Account Manager|  | Technical Account Manager ||  |  || We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.
Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software and cloud solutions to over 300 ambitious mid-market organisations. And in response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities.
Our mission is to unleash the potential of people through amazing IT experiences.
Our Values    At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.

• Be the best you can be    
• We do what we say    
• Together we win ||  | As a Technical Account Manager, you will oversee and govern all technical support, delivery, forward strategy while identifying potential new opportunities for Acora and building a strong and trusted relationship with the customer. You will oversee and provide insight and guidance for a number of key functions within the Service Operations department that enable technical delivery as part of the wider Managed Service and projects.

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• Provide technical governance to ensure all aspects of Service Delivery are met on a monthly / quarterly basis    
• Ensure that all technical designs, solutions and changes are compatible with the existing customer environment, architecture and forward strategy.

• Working with the operational team, support the resolution of technical issues in a timely and efficient manner.

• Be the Technical Design Authority for all Acora projects, solutions and changes.

• Within Acora’s remit support, facilitate and input on the technical strategy of the customer.

• Where possible own to conclusion any technical escalations and support formal complaints, escalating to the Service Delivery Manager where required and ensure that Continual Service Improvement and Service Improvement Plans are technically valid.

• Technical ownership of the management, planning, delivery and remediation of IT Service Continuity Management (Disaster Recovery).

• Provide technical review, approval and oversight for Acceptance into Service to ensure service levels and support are maintained while championing service delivery.

• Own, manage and improve all technical documentation and Knowledge Base Articles for the customer with a view of improving service delivery.

• Collaboration with the Acora Account Director on new sales opportunities.

• Provide technical support and input to the Acora Enterprise Architect and pre
-sales team.

• Creation and publication of monthly Technical Account Management report.

• Pro-actively inspect, control and support service delivery; working with the Service Delivery Management team (where aligned) and colleagues across Service Operations ensuring systems, methodologies and procedures are in place and followed.

• Demonstrate a strong understanding of your customers’ utilisation of our services (SLA/KPI as well as other service metrics and supporting data).

• Provide and offer technical guidance and support during major incidents for your customer.

• To actively identify areas of service improvement and technical remediation and liaise with the Service Delivery Management team and Account Director to raise sales opportunities as they arise. ||  |
• A good technical background covering a variety of technical work streams including:  o Azure / AD  o O365  o Intune  o OKTA  o Meraki AWS / MAC Desktop    
• Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers within your team.

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