IT Account Manager – Job Description

This position reports directly to the CEO and is responsible for guiding the client’s entire Auxzillium experience, from overseeing IT spend, client productivity, designing, and creating IT strategies that mitigate risk, all the while supporting the client’s business goals.

This role is one of the most critical components of our Service Delivery Engine. You will work closely with our Engineers and our Project Manager and in alignment with our clients to define Statements of Work.
Knowledge of technology networks, client-specific business software systems, security, and compliance are imperative to this role. Your success will be in guiding and advising our clients to a comprehensive IT strategy. The ability to collaborate with executives of clients and leadership is vital, but to be great, you must be able to correlate the business reason and value of technology decisions.

The ideal candidate must be in alignment with Auxzillium’s core values and accept accountability of their defined responsibilities and ownership of work to completion.

• Guide the client’s entire technology spend, by creating a forward-looking IT roadmap and budget, aligned to their business plan
• Understand the client’s business goals, challenges, and opportunities
• Identify productivity improvements for clients, quantify return and recommends solutions
• Identify business impact of technology misalignment for clients and recommends changes
• Clients implement your strategic recommendations lowering their business risk/noise, creating a more productive environment, and more scalable business
• Identify and resolve potential client relationship problems

Additional Responsibilities

• Maintain up to date Time Entries and Expenses for billing and accounting purposes
• Find opportunities to make improvements to the position – we value and request your feedback
• Participate in regularly scheduled meetings, prepared to report on your individual metrics including reasons for deviation
• Will be a mentor to the engineering staff
• Travel to client sites required

Success Factor

• Client Escalations
• Client CIO Reviews
• Ticket Success and Receivers
• CIO Guidance Needed for Tickets over 5 days
• Client Strategy Calls Held Weekly for Larger Accounts
• Client Strategy Meetings Held Weekly
• Intro’s for Business Development Potential Clients
• Goals for NRR and MRR monthly and annual

• Minimum of 5 years’ experience directing IT strategy for small to mid-size businesses
• Bachelor’s degree in Computer Science, Information Sciences, or Business Management
• Leadership
• Budgeting and Planning
• Strategy Formation
• Guiding/ Advising C-Level Roles
• ROI Analysis
• Workflow Optimization
• Knowledge of IT’s Business Capabilities for Mid-Size Businesses
• Knowledge of Security Standards, ERPs, On Premise Infrastructure & Cloud
• Strong written and verbal communication skills
• Ability to look at service delivery through the lens of efficiency – have the ability to understand how to look at proactive processes to determine ways to become more efficient

• Excellent customer service, written and oral skills.
• Self-motivated and goal driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.
• Knowledge of Windows Desktop applications; various operating systems such as Windows 7 and 8; Windows 10 as well as Server 2008 R2 and Server 2012R2 are a plus.
• Knowledge of software applications and basic hardware for the PC
• Principles and terminology of networking on the Layer 1 and 2 side
• Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domains.
• Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, and common productivity applications.
• Knowledge of wireless networking components and terminology; Familiarity with Cisco, Sonicwall, or Xirrus Wireless Networks are a plus
• Awareness of commonly used Microsoft products and services
• Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines.
• Creating and maintaining user self-help documentation, technical documentation and procedural documentation.
• Knowledge of Anti-Virus applications such as Symantec

• Notes:
• *Candidates with previous Managed Service Provider (MSP) Experience are considered a plus and areurged to apply*
• *Connectwise, ITGlue, and Manage applications that are a plus*
• *Criminal background and Patriot Act/Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.
• *Drug/Alcohol Testing.