About the Company :
Edge Technology Group is a global IT consultancy that exclusively deals within the Financial Services Space, predominantly with Hedge Fund, Asset Manager, Private Equity and Family Office Clientele.
Now in its 13th year, Edge has become partner to over 350 funds delivering only the highest calibre of talent with in-depth industry knowledge, expertise and a passion for excellence in the areas of IT strategy, cyber security, and cloud hosting solutions.
Edge has 8 offices and 8 data centers in geographically dispersed locations throughout Asia Pacific, Europe, and the US.
Edge launched the Singapore office in 2014, Hong Kong in 2015 and Sydney in 2018, and has quickly established itself as the premier IT partner for APAC-based financial firms, advising and supporting the most distinguished funds in the region.
Edge Technology Group is expanding our Client Remote Services team in Hong Kong to cover our growing local client base. We are looking to hire individuals that share the same work ethic and value for time to market deliverables as each and every one of our clients.
About the role - Technical Account Manager - Job Description :
The Technical Account Manager is responsible for managing multiple ongoing and new client relationships ensuring maximum levels of satisfaction, retention and growth.
The Technical Account Manager acts as a virtual CTO for our clients, ensuring optimal service delivery of IT infrastructure and supporting communications, and possesses proven client and project management capabilities.
Essential Functions include
Develop a detailed understanding of the clients business needs and requirements and providing in-depth technical IT advisory
Multitask and competently manage multiple client requests and providing resolutions and resolving issues rapidly
Prioritize tasks and issues appropriately and delegate or escalate to ensure issues are resolved in a timely manner
Accurately assess retention risk and renewal strength
Seek opportunities within sales to grow client revenue
Oversee that team resources are effectively applied to client service requests to ensure timely, cost-effective issue resolution is met thus resulting in high client satisfaction
Manage reporting of vital client information such as ticketing system details, billing, HR and time recording to ensure time effective reporting and communication
Build strong and positive relationships with clients
Identify and propose solutions to recurring production issues or functional short-falls
Produce and maintain service client improvement plans
Manage contract negotiations on behalf of clients with third party vendors
Stay current on client IT infrastructure requirements, technology strategy and goals
Present regular reviews of the client's technology platform, the Edge value proposition and opportunities for growth and / or improvement
Understand how Edge Technology product / service meet client goals and solve issues
Identify opportunities for growth and create proposals for client acceptance
Coordinate Edge service / product teams as needed to improve client service
Assist when appropriate in scheduling client maintenance and ensure appropriate client approval / sign-off is gained
Ensure appropriate documentation is in place for specific support requirements, such as onboarding, up-grades, or sign off on completed projects
Produce ad-hoc reports as required (CPU utilization, file security, hardware / software inventory)
Organize and chair monthly / quarterly service review meetings
Be available as part of escalation process for client support - 24x7x365 basis
Plan and execute inward facing marketing campaigns of Edge product / service offerings or awareness of current industry technology developments
Desired Skills & Experience
Technical familiarity with an appropriate combination of infrastructure, server management and maintenance, network, disaster recovery, security, email, VOIP / telephony, and / or data backup and retention functionality
Exposure to financial services, trading environments highly desirable
Experience providing IT services to external clients
Understanding desktop support, systems implementation, and hardware configuration
Effectively analyze client IT systems requirements and have both technical and business experience to propose value added Edge solutions
Hold others and self-accountable in delivering solutions and / or problem resolution in a timely, effective manner exceeding a client's expectations or SLAs
Understand Edge and clients' business drivers and facilitate effective client value in meeting both the near term and long-term client needs.
Maintain strong relationships with both client, Edge & third party organizations
Understand and can implement the Edge project management process
Communicate well organized technology information to both technical and non-technical users of Edge products and services
Keen problem solver who owns problems until they are fully resolved
Strong negotiating skills, solid business judgment and awareness to make good judgements and take quick decisions
Strong organization, time management and prioritization skills
Create effective client presentations and reports
Manage all related time, billing, and client issues on an ongoing regular basis
Technical skills and Qualifications :
Five plus year experience in service delivery / account management / senior consulting role, coordinating the delivery of broad ranging IT systems infrastructure capabilities to multiple clients.
Microsoft, VMware, security, networking, project management qualifications highly desirable