Account & Relationship Management (Sales) Full time Salary: $130,000 – $160,000 per year + commission Virtuoso is an award-winning international Managed Services Provider, and we are looking for an Account Manager (also referred to as Technology Success Manager within Virtuoso) to join our growing global team at our offices in Albany, Auckland.
The role is key to delivering our culture of service excellence and continuous improvement for the Managed Services division of the business.
You will be focused on developing and scaling a world-class service delivery operation, based on the general principles of Customer Success seen in many modern service companies; with a development path into a highly respected, influential strategic advisor (vCIO) to our clients with increasing responsibility and oversight for technology strategy and adoption.
This role is closely integrated with the Service Delivery teams but is predominantly client-facing, to ensure our clients receive high-quality, business-focused, and timely strategic advice and support throughout their Virtuoso journey.
Key to this engagement is a meaningful, mutually trusting business relationship between client executive contacts and the Account Manager.
Key Accountabilities Develop and maintain strong and effective relationships with senior stakeholders within our customer base.
Build and maintain trust with clients through ongoing engagement at all levels.
Complete effective Quarterly Business Review meetings with comprehensive record keeping and follow-up actions as required.
Develop customer roadmaps, budgets, and manage opportunities to increase Monthly Recurring Revenue and win project revenue.
Opportunity management to enable accurate pipeline forecasting.
Ensure alignment engineering visits, assessments, and reports are carried out by technical colleagues.
Interpret review findings with technical colleagues to reach consensus on recommendations.
Maintain a highly responsive engagement with customers and direct inbound queries to correct stakeholders where required; proactive outreach as needed.
Escalation point for clients in case of high priority or persistent, ongoing incidents or underlying problems.
Maintain high level technical knowledge of client environment to ensure relevance of discussions.
Skills & Experience At least 3 years in a customer-facing, Account Management (or similar) role (MSP sector preferred).
Experience providing advice on customer roadmaps and suitable solutions to support client business goals.
Excellent written and oral communication skills.
Ability to engage with stakeholders at multiple levels within the client environment.
Can develop trust and positive relationships with client stakeholders, colleagues, and vendors.
Can adapt to changing requirements and needs in client environments and our own business.
Client-centric, always puts the customer at the heart of everything we do.
Professional, self-starting, highly-organised, and completer-finisher approach to work.
Demonstrated interest in technology, Fundamentals level certifications or desire to obtain (e.g.
AZ/MS/SC-900).
Knowledge of information security, best practices, and platforms to ensure data protection.
Knowledge of SaaS platforms in use by clients to enable business-focused discussions on appropriate software selection.
Location/Travel This role is based at our offices in Albany, Auckland – however, travel may be required to client sites in and around Auckland and New Zealand as required.
Benefits 25 days paid annual leave , per year (in addition to statutory holidays).
Increases every year of service up to 5 years.
Flexibility - We strive to be a great place to work, providing flexible work hours, great holiday entitlement, and paid parental leave.
Annual Bonus - We operate a discretionary annual bonus scheme based on individual, team, and company performance.
Social Club - We hold a social club with events such as axe-throwing, bowling, and golf organised by our team.
Funded Training and Development - Fully-paid technical courses, training, and exams related to your personal development goals.
Great Office Culture - Modern offices with great facilities, including drinks fridge, coffee machine, snacks, and fruit.
Virtuoso is an award-winning IT service provider, supporting ambitious businesses globally since 2011.
We are a technology-driven business, strengthened by our culture and commitment to serving customers.
Businesses work with us because we take the complex and make it simple.
We help customers harness the power of the Microsoft Cloud.
Our managed technology services get the right balance of cloud platforms and traditional IT working together for them.
From strategy and design to delivery and support, our team of technical experts work 24/7, 365 days a year, empowering businesses with the cloud advantage.
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