Technical Account Manager

Job Description Are you looking to join a fast-growing group of IT professionals? Rock Technology offers plenty of room to grow in your career with learning & development opportunities as well as an extremely diverse workload from one day to the next. Rock Technology is a rapidly growing company in a fast-paced industry; thus, you must be able to learn on the fly and continually add to your skillset. We are seeking an individual that will work well as part of our team, but also able to take the reins and “get stuff done” daily. Our Perfect Candidate We are seeking a proactive and technically fluent Technical Account Manager (TAM) to manage strategic client relationships, ensure successful service delivery, and support the growth of our Managed Services business. The TAM serves as the bridge between our clients and technical teams, delivering value through communication, technology alignment, and roadmap planning. Responsibilities Client Relationship Management Act as the primary point of contact for assigned clients Conduct regular QBRs (Quarterly Business Reviews) and client check-ins Advocate for client needs internally and ensure service expectations are met Technical Advisory & Road Mapping Develop and maintain client technology roadmaps aligned with business goals Provide recommendations around Microsoft 365, cybersecurity, backups, and modern workplace tools Review infrastructure and performance metrics to recommend improvements Security & Compliance Educate clients on cybersecurity best practices (EDR, MDR, MFA, DLP, BCDR) Coordinate vulnerability scans, risk assessments, and insurance-driven reviews Ensure clients are aligned with industry compliance requirements (e.g., HIPAA, CMMC, NIST, CIS) Service Coordination Monitor ticket trends, recurring issues, and client satisfaction Work with service and project teams to ensure timely resolutions and transparency Assist in onboarding/offboarding of clients and periodic service audits Sales Enablement & Renewal Support Identify and scope upsell/cross-sell opportunities (e.g., licensing, upgrades, security tools) Partner with Business Development for renewals, quotes, and proposals Maintain updated client documentation in PSA and asset management tools Desirable Experience Required: 1-4 years in IT account management, help desk leadership, or technical sales Strong understanding of Microsoft 365, EDR/MDR, cloud backups, networking, and SMB IT environments Familiarity with PSA/RMM platforms (e.g., HaloPSA, NinjaOne) Excellent written and verbal communication Ability to present technical concepts to non-technical stakeholders Must possess and maintain a current, valid Drivers License Preferred: Experience in an MSP or IT services environment Certifications: Microsoft 365 Fundamentals, CompTIA Network+/Security+, ITIL Foundations Soft Skills Client-first mindset with a consultative approach Strong organizational and time management skills Ability to manage multiple accounts and competing priorities Comfortable working both independently and as part of a team Physical Demands: Must be able to remain in a seated or standing position for prolonged periods of time. Must be able to lift and carry or otherwise move 25/50 pounds occasionally. Benefits: 401(k) with matching Health, Dental and Vision insurance Paid time off #J-18808-Ljbffr