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Technical Client Care Manager
TLC Solutions
Langley, CAN
Full-time
Manager · 7+ years experience
Onsite
Discovered 1 weeks ago
azure
Key Skills for This Role
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Full Job Posting
What you'll bring
- 7+ years client-facing at an MSP or IT services firm: account management, sales engineering, technical account management or senior support
- Experience owning renewals, including at least one price increase you held with a client who pushed back
- Solid ground in Microsoft 365, Windows server and desktop, networking, backup and endpoint security
- Experience scoping solutions and writing proposals with pricing, SLAs and implementation plans
- A story about carrying a client through a serious service failure and keeping them
- Comfort with a PSA/CRM (we run Autotask) and documentation tools like IT Glue
- A valid driver's licence and willingness to travel the territory, including overnight trips
- Technical consultation and solution design
- You are the technical voice in the client relationship, credible on your own in front of a non-technical owner.
- Assess client IT environments and recommend improvements grounded in what the environment actually shows. Asset age, ticket patterns, security posture, spend.
- Design tailored managed-service solutions with the Technical Services team.
- Prepare and present proposals covering pricing, service levels and implementation plans.
- Translate an engineer's finding into a business case a client can act on, and know the edge of what you can speak to without support.
- Provide pre-sales and post-sales technical support
- Preferred
- Industry certifications such as Microsoft 365 or Azure, CompTIA Network+ or Security+, or ITIL Foundation.
- Familiarity with compliance frameworks relevant to our clients. CIS, PIPEDA, BC FIPPA, cyber-insurance requirements.
- Experience delivering strategic account plans or quarterly business reviews.
- Experience working a book organised into service tiers.
Preferred Qualifications
- Preferred
About TLC Solutions
Managed IT Services100 employeesFounded 1999
Provides managed IT and cybersecurity services for businesses and organizations.
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