20 meilleures offres (staff engineer, london, on) (à pourvoir)

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Technical Account Manager

Attache Group Inc
London, ON

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Détails du poste

Temps plein
De 65 000 $ à 75 000 $ par an
Il y a 7 jours

Profil recherché

Animation
ConnectWise
Développement des relations avec la clientèle
Tableurs
Salesforce
Gestion des comptes clés
Études postsecondaires
Développement des relations avec la clientèle
Soutien technique
Capacités de présentation
Service à la clientèle
Gestion de la relation client
Gestion de budget
Consultation auprès de la clientèle
Cybersécurité
Affaires
Gestion des comptes
Interaction avec les clients
Permis de conduire
Ventes de technologie

Description complète du poste

About Attache Group

For nearly 30 years, Attache Group has been the IT department for businesses across Southwestern Ontario. Our clients are small and mid-sized organizations who rely on us to keep their technology working, keep it current, and tell them straight when something needs attention.

We’ve built our own client intelligence platform to support that work. It brings live data from our service, financial, security, and assessment systems into a single current view of every client — service performance, satisfaction scores, security posture, hardware and license lifecycle, and open opportunities. The preparation work that eats a week of most account managers’ quarters is already done before you walk into the room. That’s deliberate. We’d rather you spend your time with clients than building reports.

The Role

This is an account management role, and it sits at the centre of our client relationships. You’ll carry a book of roughly 50 managed accounts across Southern Ontario — a number that grows as we do — and own the ongoing relationship with each of them: running their business reviews, keeping their technology on a sensible refresh cycle, and making sure the work they need actually gets quoted, sold, and scheduled.

You are not the engineer and you are not the technology strategist. We have technical staff who solve the problems and a vCIO who leads the technology planning conversation at our larger accounts. You’ll be involved with those accounts too — alongside the vCIO rather than on your own — and you’ll bring in technical staff whenever a client’s needs go past the day-to-day. Your job is relationship, cadence, and follow-through.

One thing to be plain about: a real part of this role is telling clients things they would rather not hear. That the workstations they’ve stretched to seven years are costing them more than replacing them would. That the backup they’ve been meaning to sort out is still not sorted. That the project deferred three quarters running needs a decision now. We’re looking for someone who raises those things comfortably, holds their ground when a client pushes back, and asks for the decision instead of letting it drift to next quarter.

What You’ll Do

Client Business Reviews

Own the Client Business Review calendar across roughly 50 managed accounts, on a cadence tiered by client size — quarterly for the largest, semi-annual and annual for the rest.
Prepare each review from live platform data: ticket volumes and service performance, satisfaction and Net Promoter results, security posture, hardware and license lifecycle, and current spend.
Facilitate the review with the right people in the room. We track attendee seniority deliberately — a review with the office manager is not a review with the owner.
Record the outcome in the platform: summary, client concerns, recommendations, and action items with owners and due dates — then drive those items to closure before the next review.
Run touch base calls between formal reviews to hold cadence with accounts that need more frequent contact.
Partner with our vCIO on larger accounts, where they lead the technology planning conversation and you carry the relationship and the follow-through.

Account Management & Growth

Be the client’s main point of contact for anything that isn’t a support ticket — questions, changes, budgets, planning, and escalations.
Keep every account’s hardware, licensing, and renewal picture current, and get replacements planned and quoted before equipment becomes a problem.
Identify project work, service additions, and security uplift the client genuinely needs.
Carry it through to close: proposals, follow-up, and the conversations in between.
Hit quarterly targets for billable project work booked across your accounts.
Spot accounts going quiet or trending toward disengagement, and get in front of it.
Support renewals, agreement changes, and service level discussions alongside ownership.
Work with our service delivery team so that what you sell is what gets delivered, and what gets delivered is what you promised.

Platform & Process

Make daily, expert use of our client intelligence platform — reviews are built there, engagement is scored there, and account health is monitored there.
Run our technology assessments for your accounts and turn the results into practical, budgeted recommendations.
Keep client records, configurations, contacts, and opportunity data accurate. The quality of the advice depends on the quality of the data.
Record activities and opportunities in ConnectWise in line with our processes.
Tell us what the platform should do next. We build it in-house, and the person using it most has real influence over the roadmap.

How Success Is Measured

We’re direct about this, because the numbers are visible in the platform every day and they drive the quarterly bonus:

Project revenue booked across your accounts against target.
Client engagement scores — review cadence, attendee seniority, and follow-through across the book.
Net Promoter Score across your clients.
Client retention.

What You Bring

5+ years in a client-facing role in technology — account management, client services, IT sales, or a senior support role where you owned relationships as well as tickets.
Solid technical literacy. You don’t need to configure a firewall, but you need to hold a credible conversation about Microsoft 365, networks and servers, backup and disaster recovery, and cybersecurity basics — and more importantly — know when to bring in an engineer.
Comfort dealing with business owners and managers. Our clients are small and mid-sized businesses, and the person across the table is often the one signing the cheque.
The willingness to have a direct conversation. Raising an unwelcome recommendation, holding your position when a client pushes back, and asking for a decision are day-to-day parts of this job.
A track record of growing revenue inside existing accounts. Consultative, not transactional — nobody here is cold-calling.
Good presentation and facilitation skills. You’ll run multiple client meetings most weeks.
Comfort with data and software — PSA/RMM platforms, dashboards, spreadsheets. ConnectWise experience is a significant asset.
Organized and self-directed. This role runs on cadence, and nobody will chase you to book your reviews.
Post-secondary education in business, technology, or a related field, or equivalent experience.
Valid driver’s licence and a reliable vehicle. Travel across Southern Ontario is a real and regular part of this job.

Assets

Experience at a managed services provider or IT solutions provider.
Familiarity with hardware and licensing lifecycle planning, and building IT budgets for small and mid-sized businesses.
Awareness of compliance and cyber insurance requirements affecting Ontario businesses.
Certifications such as CompTIA, Microsoft, or ITIL.

What We Offer

Competitive base salary with quarterly bonus potential tied to clearly defined targets.
Health, vision, and dental benefits.
RRSP matching program.
Mileage reimbursement for work-related travel.
Hybrid work — home-based when you’re not with clients.
A purpose-built platform that removes most of the reporting and preparation burden, and direct influence over how it develops.
An established firm with 30 years of client relationships, a small team, and ownership that is directly involved in the work.
Support for ongoing training and certification.

Location Requirement

This is an in-person, face-to-face role. You will be in front of clients several times a week across Southern Ontario, from Windsor to the Greater Toronto Area. Applicants must currently reside in Southern Ontario and be legally entitled to work in Canada. Applications from candidates outside this region will not be considered, and we are not able to sponsor or relocate for this position.

To Apply

Send your resume along with a short note describing a client conversation where you had to deliver a recommendation the other side didn’t want to hear — and what happened.

[email protected]

Pay: $65,000.00-$75,000.00 per year

Benefits:

Company events
Dental care
Life insurance
Paid time off
RRSP match
Vision care
Work from home

Ability to commute/relocate:

London, ON N5W 3A7: reliably commute or plan to relocate before starting work (required)

Application question(s):

Do you live in Southern Ontario?

Willingness to travel:

75% (required)

Work Location: Hybrid remote in London, ON N5W 3A7

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