Technical Account Manager / CSM

Job Description

Job Description

We are seeking a Technical Account Manager (TAM) to manage and strengthen relationships with our Managed IT Services clients. The TAM will serve as a trusted technology advisor, working closely with clients and our technical teams to ensure their IT environments are secure, reliable, and aligned with their business goals.

The ideal candidate combines strong IT knowledge, customer relationship management, communication, and strategic planning skills , preferably within an MSP environment.

Key Responsibilities

• Serve as the primary technical and strategic contact for assigned clients.

• Build and maintain strong client relationships and ensure high customer satisfaction.

• Conduct regular client meetings and Quarterly Business Reviews (QBRs) .

• Develop technology roadmaps and assist clients with IT budgeting and lifecycle planning.

• Review client environments and recommend improvements to infrastructure, Microsoft 365, cloud, networking, cybersecurity, and backup solutions.

• Review Help Desk tickets, recurring issues, escalations, and service trends.

• Coordinate with Help Desk, engineering, and project teams to resolve client issues.

• Identify cybersecurity risks and recommend appropriate remediation.

• Assist with planning and coordinating IT projects and technology upgrades.

• Maintain accurate client documentation, recommendations, and follow-up activities.

• Identify opportunities for additional services and technology improvements.

• Help drive client retention, satisfaction, and long-term account growth.

Qualifications

• 3+ years of experience in IT, Technical Account Management, Systems/Network Administration, or Managed Services.

• Previous MSP experience preferred.
  
  
• Working knowledge of Microsoft 365, Azure/Entra ID, networking, cybersecurity, servers, endpoints, backup, and cloud technologies.

• Strong customer service and relationship-management skills.

• Ability to explain technical concepts to non-technical business leaders.

• Excellent communication, organization, and problem-solving skills.

• Ability to manage multiple clients and priorities simultaneously.

• Experience with PSA and IT documentation platforms is preferred.

Position & Schedule

• Full-Time, Onsite Position
  
  
• Monday – Friday
  
  
• 8:00 AM – 5:00 PM
  
  
• This is an onsite position and requires regular in-office attendance.

Compensation & Benefits

We offer a competitive salary and comprehensive benefits package based on experience and qualifications.

Benefits include:

• Competitive salary

• Paid Time Off (PTO)

• Paid holidays

• Health benefits

• Retirement benefits

• Professional development and training opportunities

• Certification and continuing education opportunities

• Career growth within a growing Managed IT Services organization

Ideal Candidate

You are a proactive, customer-focused IT professional who enjoys building relationships and helping businesses make better technology decisions. You can communicate effectively with both business leaders and technical teams and thrive in a fast-paced MSP environment.