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ArcticCare Account Manager at AIT-Arctic Information Technology, Inc. in Anchorage, AK

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Description

Description

JOB SUMMARY:

The Arctic Care Account Manager is responsible for managing the Arctic Care customer portfolio at Arctic IT and serves as a virtual chief information resource. This role prepares and delivers periodic reports for customers (CBRs) as well as gathers internal perspectives to provide appropriate recommendations on customers' technical infrastructure that are appropriate for their size, needs, and financials. This person proactively reviews cases for key customers to identify trends and areas of business need. This is a non-managerial role.

ESSENTIAL FUNCTIONS:

Service Delivery, Customer Service, and Satisfaction:
*Serves as the primary point of contact (externally) for customer service issues
*Presents customers with difficult news in a delicate manner
*Sensitive to customer's perception and expectations
*Works to keep communication flowing and productive between Arctic IT (consultants, management, sales, etc.) and customer
*Identifies and escalates as needed on customer satisfaction issues
*Identifies key drivers of customer satisfaction and works to align the drivers with Total Care results
*Responds to after-hours client outages as needed, participates in on-call rotation

Customer Business Reviews, Account Management:
*Manage multiple customers simultaneously
*Efficiently identifies and helps resolve client environment improvements and opportunities
*Prepare customer technology roadmaps and in collaboration with Arctic IT Account Executives educate customers on technology trends
*Conduct recurring meetings with customer point of contact and Arctic IT assigned team to ensure that open issues are effectively addressed
*Maintain contact with customers in on-going manner through phone calls, site visits, and formal Customer Business Reviews (CBR)

Requirements

*Bachelor's degree in MIS, Computer Science preferred or other related field or equivalent work experience
*6+ years of combined technical account management, technical consulting, system administration, or network administration experience in an enterprise environment
*Must have valid state driver's license, reliable personal transportation, and auto insurance
*Overnight travel will periodically be required
VEVRAA Federal Contractor
We request Priority Protected Veteran & Disabled Referrals for all of our locations within the state
The EEO is the Law poster is available here.
Please contact Sharon Miller at 907-261-9507 or smiller@arcticit.com with any questions.

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