Technical Account Manager

Summary

Join us as a Technical Account Manager and serve as the primary technical liaison for our managed IT services customers. You will ensure exceptional service delivery, identify opportunities for account growth, and maintain high customer satisfaction. This role focuses on our traditional IT services while offering opportunities to develop cloud expertise and grow within our AWS practice. The ideal candidate possesses strong technical troubleshooting skills and excellent customer relationship management abilities. You will build trust with clients, meet regularly to review service performance, and align technology roadmaps with business goals. You will also be responsible for resolving customer escalations, coordinating with internal teams, and identifying opportunities for cross-selling and upselling.

Requirements

• Strong technical foundation in IT infrastructure and services
• Natural customer service orientation with excellent communication skills
• Ability to translate complex technical concepts into business language
• Proactive problem-solving mindset with attention to detail
• Interest in learning cloud technologies and growing into the AWS practice
• Strong organizational skills with ability to manage multiple customer relationships
• Collaborative approach to working with internal teams and customers
• Business acumen to identify growth opportunities within existing accounts
• Adaptability and willingness to learn new technologies and processes
• Professional demeanor suitable for executive-level customer interactions
• Bachelor's degree or Associate degree plus 3+ years of relevant IT experience
• 2+ years in a hands-on technical role (networking, security, cloud platforms, infrastructure, etc.)
• Proven experience assessing customer environments and recommending improvements
• Demonstrated ability to tailor solutions to customer needs and present them clearly to non-technical audiences
• Experience coordinating small projects from planning through execution; formal project management experience is a plus
• Strong documentation and communication capabilities
• Ability to work effectively in a remote environment with demonstrated time management skills

Responsibilities

• Serve as the primary point of contact for assigned Managed Services accounts, building trust and delivering exceptional support
• Meet regularly with customers to review service performance and align technology roadmaps with business goals
• Maintain high customer satisfaction scores and Net Promoter Scores (NPS)
• Ensure timely response to customer inquiries and proactive communication of service updates
• Consult with customers to understand their business and technical objectives; recommend architecture, security controls, and best-practice solutions
• Own and resolve customer escalations and requests efficiently and effectively
• Communicate status updates, planned changes, and maintenance activities in plain language to non-technical stakeholders
• Coordinate with internal engineering and support teams to ensure services are delivered efficiently and meet SLAs
• Partner with the sales team to identify and execute cross-sell and up-sell opportunities within existing accounts
• Meet quarterly targets for identifying new service opportunities within assigned accounts
• Contribute to account growth metrics and revenue expansion
• Develop and maintain comprehensive account plans for assigned customers
• Stay current on emerging technologies and service offerings to better advise customers
• Achieve AWS Cloud Practitioner certification within six months of hire
• Maintain accurate customer documentation and interaction records
• Contribute to internal knowledge base and best practices documentation

Preferred Qualifications

• Experience in an MSP (Managed Service Provider) environment
• Background in customer-facing technical roles or technical account management
• Familiarity with ITIL frameworks or similar service management methodologies
• Experience with ticketing systems and service management tools
• Basic understanding of cloud computing concepts (AWS, Azure, or similar)
• Previous experience in professional services or consulting environments