Strategic Account Manager, IT Managed Services

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    6 hours ago
  • Category:
    Business / Mgmt

At MNP we pride ourselves on being different – it’s our entrepreneurial drive that sets us apart. It’s the same drive that’s helped us become Canada’s fastest growing national firm. We foster collaboration, value your ideas, promote based on talent, live balanced lifestyles and make time for FUN. We are one firm, one team, collaborating to support you wherever you want to take your career.Join the momentum. We are seeking a Consultant for our growingTechnology Consulting team. Driving business excellence, MNP is a leading national accounting, tax and business consulting firm in Canada. Our Consulting team works with organizations in the public, private and not-for-profit sectors to provide innovative strategies tailored to maximize efficiencies, enhance performance and increase profitability. Specifically, our recognized Technology Consulting team works with clients to translate technology issues and opportunities into meaningful results that meet organizational needs.A Strategic Account Manager (SAM) is a trusted advisor to their clients. They help clients align technology initiatives and services with business needs. Ultimately, technology should act as a strategic enabler for MNP”s client organizations, and MNPs’ Strategic Account Managers bring a focused accountability to that enablement.The SAM is the primary customer liaison engaged over the long-term to build positive working relationships based on transparency, integrity, and trust. Ensuring quality of service and acting as a change-agent on behalf of MNP”s clients is a cornerstone of the role. Our SAM’s leverage their business and technology expertise to act as a bridge between MNP”s clients and our service teams, working to promote alignment throughout the service spectrum. MNP SAM’s will work to:Establish themselves as a trusted advisor at various levels of customer organizations;Create and maintain relationships with clientstakeholders and influencers;Integrate into customer business planning cycles (plans, budgets, etc);Act in an advisory or ad-hoc escalation role for service delivery;Lead client governance programs for assigned base and in scope services;Play an integral role in customer engagement and client satisfaction programs;Identify improvement opportunities and work with service lines to position initiatives;Develop business casesand proposals for technology initiatives;Effective articulate the value of productsand service offerings to clients;Understand the various service terms and work to ensure healthy agreements over the long term;Provide leadershipand coachingto adjacent service team members as appropriate.Key AccountabilitiesCLIENT– We create trust in the development of strategic client relationships. The SAM will work on the client’s behalf as an enabler of technology, resulting in a higher likelihood of the client achieving their business goals. The SAM’s leverage MNP’s entire set of services as potential inputs to a permanent and continuous cycle of client improvement.TheSAM must be a change agent by understanding client needs and articulating the case for change. This change must then be actioned across multiple customer and MNP stakeholder groups.BUSINESS– We succeed with our customers together. TheSAM is a champion of customer relationships and healthy agreements. SAM’s will integrate themselves into business development and renewal processes to promote continuity. A high degree of proficiency in proposal development, business cases, or presentations may be required to position new initiatives. The SAM will play a vital role in generating a mutual understanding of the benefit of preferred service terms and the ultimate effect of best practises for service delivery. DELIVERY– We maintain a permanent focus on customers satisfaction. SAMs will understand MNP’s entire set of technology services and be aware of their inner workings. That understanding will position the SAM to advise for potential customer concerns or service-related issues. The SAMs will work effectively across a complex set of internal stakeholders to generate positive outcomes within day-to-day service needs. LEADERSHIP– Communication and facilitation makes for an effective team. The SAM will work within a variety of customer sizes and business types. Honesty, integrity, and diligence will be required to generate trust amongst a diverse customer base. Our SAM’s work from a position of positivity and possibility to help discover opportunities to meet our clients needs.Requirements for EligibilityA relevant post-secondary degree or diploma (i.e. Business, Finance, Technology);3-5 years’ experience in a professional role;Preferred previous experience in a customer service role, or a role that demonstrates the value of a customer service focus;Excellent relationship development skills and ability to cultivate new relationships is required;Expert communication (verbal, written) and presentation skills;Intermediate problem solving and business process skills;Excellent time management and prioritization skills;Previous experience in crucial conversations including customer contract discussions and/or customer service escalations;Experience and/or strong background in an applicable technology area*;Experience developing business plans, technology plans, or business cases is desirable (not necessarily technology related);Core Competencies and Personal CharacteristicsIntegrity – professional whose honesty, integrity, confidentiality and high ethical standards contributes to effective leadership and optimal business relationshipsEnergy – displays enthusiasm, optimism, drive and passion while maintaining a high level of productivity and a balanced lifestyleDiversity – understands the importance of different backgrounds, perspectives and experiences and is respectful of individual differencesCommunication – effectively expresses ideas and conveys information in business writing, conversations and interactions with othersClient Service Excellence – understands the importance of quality client service by being courteous, responding to client requests in a timely manner and monitoring satisfactionTeamwork & Relationship Development – works collaboratively with team members in order to achieve a common goal and develops, maintains and strengthens relationships with others, both inside and outside the FirmAccountability – takes responsibility for one’s own performance by setting clear goals and tracking progress against those goals; is highly organized and uses personal judgement and decision makingFlexibility – effectively manages multiple assignments, adapts to changing priorities and is able to work independently or as part of a teamWork Ethic – consistently performs to high quality standards, is dependable and has a constant drive to improveMore than a paycheque, MNP delivers. You’ll be empowered to share your ideas, take on new challenges and advance your career. Join a diverse firm committed to maintaining its unique culture and fostering a balanced lifestyle. MNP offers benefits that allow you to thrive at work and outside the office! You can expect: generous paid time off including 4 personal days, firm sponsored FUN social events, a group pension plan with 4% matching contribution, client and team member referral bonuses, a wellness subsidy, health and dental benefits, work-life flexibility, exclusive access to a variety of perks and discounts, professional development assistance, learning opportunities through MNP University, a flexible dress for your day environment and more!