Meriplex Communications - Baton Rouge, LA
posted 3 months ago
The Technical Account Manager (TAM) at Meriplex plays a crucial role in managing a designated set of clients, acting as their virtual IT Manager. This position is responsible for ensuring that clients' documentation and Standard Operating Procedures (SOPs) are current and aligned with Meriplex's technical standards. The TAM will handle technical escalations and must possess the ability to travel to client sites as well as work from the Meriplex office. This role requires a blend of technical expertise and strong interpersonal skills to effectively communicate with clients and internal teams. In this position, the TAM will serve as the Subject Matter Expert (SME) for assigned clients, taking ownership of escalations to resolve issues and requests efficiently. The TAM is accountable for maintaining comprehensive documentation of client networks and systems, ensuring that all SOPs are up to date. Evaluating the technology landscape of clients based on established standards is a key responsibility, as is collaborating with the Virtual Chief Information Officer (vCIO) and Client Success Managers to present and discuss client evaluations. The TAM will facilitate operational meetings with clients, providing guidance and training to other operations and sales team members regarding assigned clients. Proactive review of client metrics and Key Performance Indicators (KPIs) is essential to identify opportunities for service improvement. The TAM will also oversee the onboarding process for new clients, track product maintenance schedules, and assist with firmware and patch remediation. Additionally, the role involves light project management and delivery, ensuring that all time is accurately tracked in the Meriplex Professional Services Automation (PSA) system.