Customer Account Manager

We’re looking for a new team member! More specifically, we need a Customer Account Manager!Founded in 1997, Portland Internetworks offers Managed IT services, telecom management, project execution, technology product sales, phone systems, and technical consulting for the Portland metro area and beyond–basically, we help businesses stay connected in every possible sense. We are growing like a weed, and guess what? It’s your lucky day: we’re looking for a Customer Account Manager for our team. Yes, this is seven times better than getting a pony for your birthday!So, what does a Customer Account Manager do?You’ll be responsible for ensuring that our customers are regularly engaged with Portland Internetworks, happy with our services, and increasing the level at which we are an integral partner to help them achieve their business objectives. Customers will rely on you to connect their leadership with our technical team to craft technology strategies and roadmaps in the short- and long-term. Generally, you’ll be ensuring that the communication flow is frequent and healthy while keeping customer technology humming and to modern standards. Overall, you’ll have a seat at the table and spend plenty of face time meeting with customers exploring areas where Portland Internetworks can create value and leverage for their business.We are dreaming about you, our perfect candidate!You understand information technology and the operational challenges of small- and medium-sized businesses. You also thrive on making, fostering, and growing relationships plus you have a high emotional quotient and empathize like a Jedi Master. You bring business acumen to the conversation that earns you equal standing in the offices of our customers.Our customers are busy, successful professionals who came to us with the highest expectations of excellence. So, the challenge is for you to bring extraordinary strategic value while also having the charisma, tenacity, empathy and even quirkiness that makes customers pick up the phone when your caller ID appears. Customers should look forward to meeting with you regularly at a conference table, or at the lunch table. In short, you’re someone that brings value, that people enjoy spending time with and they believe that you can get things done.All right, so the Portland Internetworks Customer Goodwill Tour isn’t the entire story. You will also be managing service agreement renewal calendars, carefully documenting your account management activities, and conferring with the Portland Internetworks sales and service delivery teams to ensure smooth internal communications. You’ll also be using the phone (or video) to check in with customers between in-person meetings. So, meticulous documentation and schedule management is a must–our sales champions are numbers-driven and metrics-measured.Overall, you also have stellar communications skills whether verbal, written, or unspoken. Most or all of yourcustomer interaction, after you get warmed up, will be unsupervised and unfiltered. The way you represent us inwriting, in person, and in action will be the most lasting impression.Finally, you’re looking for a place where you can constantly learn, create lasting relationships (and friendships)and contribute to a winning team.Does this sound just like you so far? Okay, good! Read on.Things you’ll do a lot of:• Regular outbound check-ins and business technology reviews with customers–in person and on the phone• Field inbound questions and inquiries from customers with incredible responsiveness and valuable insight• Explore ways that Portland Internetworks can grow the types and quantity of services with our customers when and where it makes sense• Work with Sales Engineers and/or Sales Support Specialist to design solutions, create quotes, deliver proposals and successfully close (or assist to close) sales opportunities• Encourage and manage a growing referral network from our happy customers• Meet and confer with the Sales Team, Service Manager, Marketing Manager, and Sales Manager to communicate customer feedback and needs• Document customer communications activity in Portland Internetworks’ CRM system (ConnectWise)• Communicate new or expanded Portland Internetworks offerings to customers• Attend and actively participate in events such as customer appreciation field trips, lunch & learns, tech talks, and other ad hoc or informal happy hour-type meetings after hoursOther things you’ll do:• Keep up to date on new technologies, products, services relevant to our offerings• Provide assistance to support company marketing efforts• Train and pass sales certifications exams for vendors such as Cisco, Dell, Microsoft, and others• Work with the Marketing Manager to grow and groom our contact lists for newsletters and other marketing communications• Make presentations outlining the advantages of engaging and retaining Portland Internetworks at selected marketing events such as Lunch & Learns, Customer Appreciation Events, Tech Talks, and other various speaking opportunitiesWhat you bring to the table:• 4-year College/University degree or Associate degree or equivalent work experience• 2-5+ years of IT consulting, service or support with customer-facing responsibilities• Proven track record of managing client relationships and driving customer satisfaction• Understanding of, interest in, and passion for technology and current industry trends• Absolutely solid written and verbal communications skills• Ability to work independently and productively without constant supervision• Demonstrable strengths in project and process management• A true intellectual curiosity, a desire to constantly improve customer and company outcomes, anda collaborative team attitudeThe icing on the cake:• Experience selling technology products and services• Experience working for (or with) a managed IT services provider• Experience in scoping and writing quotes in technology equipment lines of business• Prior experience with ConnectWise• Prior experience using a ShoreTel phone system and Communicator softwareAbout the work environment…All our team members are based at our inner Northeast Portland office, which has an open, collaborative vibe.Every team member gets new, high-quality computing and communications gear that’ll stand up to the work youneed to perform. (So don’t worry, you won’t get stuck with a computer built the year you graduated high school.)You’ll get all the tools you’ll need to do a stellar job. There’s a kitchen, a kegerator, and a kombucha bar as wellas Fully sit/stand desks and Fido Fridays.Sometimes, it is all fun and games.Our employees have good things to say about working here. We plan tons of company activities like PortlandWinterhawks games and monthly “off-campus” activities like trivia, bocce ball, bowling, and field trips to ourcustomers’ cool businesses.  We have employee-led “Lunch and Learns” on a range of topics, from juggling to gardening to kombucha brewing. We also have a great annual holiday celebration and a summer camping trip where hilarity achieves legendary status. And most importantly, we pride ourselves as a company with excellent camaraderie. Check out the culture section of our website and our Facebook page for a look at our shenanigans.What do we bring to the table?This is a full-time, permanent position. Portland Internetworks offers a full compensation package includinghealth and retirement benefits. Our benefits kick in from day one and you can expect:• Competitive compensation plus the potential for incentives-based upsides• Flexible vacation, sick, and holiday benefits• Rich and flexible medical/dental benefits including Health Savings Plan or PPO options• 401(k) tax-deferred savings plan with employer matching and discretionary profit sharing• Quarterly Paid Volunteer Time Off (VTO)• Certification/Continuing Education benefits• Computer and Network Hardware and Software purchase discountsIf you did a happy dance or got joyful goosebumps while reading this posting, it’s time to apply!Please visit https://portland-internetworks.workable.com/ to submit your resume and cover letter.Your cover letter must include:• A reference to the position of Customer Account Manager• A paragraph describing why you are especially well suited for this position• Links to profiles, sites or stories which demonstrate your experience, value, or personal brand (e.g.LinkedIn or others)What to expect from our hiring process:• Criminal background check–we gotta do it. Peaceful protests from your hippie days are totally cool; serious offenses are probably not cool; overthrowing the dictator of a developing nation, probably cool.• We’ll need your driving history–if you have a history of dangerous driving, we may not be able to hire you. (Many of our jobs involve driving to customer sites.)• If you’re selected for an interview, you’ll need to bring professional references. We may also like to see a writing sample showing you can put together a summary report, proposal, budget, or project. (You can redact company/customer names as needed.)• Your interview will also include tests of your technical and communications skills and attention to detail.Thanks for your interest in working with us. We hope to hear from you soon!We are committed to providing an inclusive and welcoming environment for all members of our team. Portland Internetworks does not and shall not discriminate on the basis of race, color, religion, gender, gender expression, age, national origin, disability, marital status, sexual orientation or military status.