MSP Technical Account Manager

Job Description

Job Description Technical Account Manager (TAM)

Company: VIP IT, Inc.

Location: Los Angeles, CA (Hybrid - Must reside on West Coast)

Job Type: Full-time

Compensation:

Base Salary: $72,000

On-Target Earnings (OTE): $100,000+ (Uncapped Commission)

Benefits: Medical, Dental, Vision, 401(k), PTO + Holidays

Role Overview

VIP IT is looking for a client-facing Technical Account Manager (TAM) who acts as a trusted advisor , drives long-term client success , and identifies opportunities to help their clients succeed.

This is not an engineering or escalation role . You are responsible for the health of the account , not ticket resolution.

You will own a portfolio of clients, lead strategic conversations, and ensure they are aligned with best practices, properly supported, and continuously improving.

Why This Role Matters

Our clients rely on VIP IT to keep their businesses secure, productive, and moving forward.

This role sits at the center of:

• Client relationships
• Strategic planning
• Client Retention

You are the person clients trust to answer:

• 'Are we in a good place?'
• 'What should we be doing next?'
• 'Where are we at risk?'

What You'll Do Client Relationship & Account Ownership

• Serve as the primary point of contact for a portfolio of clients
• Build strong relationships with stakeholders and decision-makers
• Own overall client satisfaction, retention, and engagement
• Lead structured client communication and follow-ups

Quarterly Business Reviews (QBRs) & Strategy

• Plan, schedule, and lead Quarterly Business Reviews
• Review performance, risks, roadmap, and opportunities
• Provide clear, business-focused recommendations (no sales jargon)
• Align technology strategy with client business goals and budget

Account Planning & Roadmapping

• Build and maintain account plans and technology roadmaps
• Identify gaps in:
• Security
• Backup & disaster recovery
• Infrastructure standardization
• User experience
• Translate findings into clear recommendations and proposals

Revenue Growth & Retention

• Identify and drive:
• Upsell opportunities when they help the client
• Cross-sell initiatives when they help the client
• New MRR growth when it is best for the client
• Ensure proper stack alignment and standardization
• Actively reduce churn by addressing risks early
• Collaborate with leadership on account strategy and growth plans

Internal Coordination

• Partner with Service Desk and Project teams to:
• Ensure alignment with client expectations
• Support smooth delivery of projects and changes
• Advocate for clients internally while maintaining operational alignment

Documentation & Accountability

• Maintain accurate records of:
• QBRs
• Meeting notes
• Account plans
• Key client initiatives
• Track and follow up on all commitments

What Success Looks Like First 90 Days

• You own a defined set of accounts and key relationships
• You've completed multiple QBRs
• Clients clearly understand your role and value
• You've identified early opportunities and risks within your accounts

What You Bring Must-Have

• 3+ years in a client-facing IT role (TAM, vCIO, Account Manager, or similar)
• Strong ability to run structured client meetings and QBRs
• Proven ability to build trust and manage relationships over time
• Experience identifying and closing upsell / growth opportunities
• Solid understanding of:
• Microsoft 365 environments
• Managed IT services models
• Security and infrastructure best practices (high-level)
• Strong organizational and follow-through skills
• Ability to manage multiple accounts without losing detail

Nice-to-Have

• Experience in an MSP environment
• Familiarity with RMM/PSA tools (ConnectWise, Autotask, Ninja, etc.)
• Exposure to compliance, security frameworks, or audits
• Certifications (Microsoft, CompTIA, etc.)

Schedule

• Monday-Friday, standard business hours (flexible for client meetings)
• Occasional local travel within the greater Los Angeles area for onsite meetings