Technical Account Manager

Job Description

Job Description

Salary: $41.00 hourly

Who we are:
We are an industry-leading Managed Service Provider (MSP) delivering comprehensive IT services for businesses. In simple terms, we act as the Technology Department for our clients, handling all aspects of their IT needs.

The Workplace:
Twintel is a fast-paced tech company with a highly motivated team of IT professionals. With a focus on success, our highly collaborative environment affords a great space for growth and long-term development. Twintel has achieved industry recognition in the following areas:

• Certified Great Places to Work company
• MSP 501: Top Managed Services Providers Worldwide
• Forbes Technology Council Members
• INC 5000 recipients 4 years in-a-row
• SOC 2 Type 2 Compliant

About the Job:

Twintel is seeking a client-centric Account Manager to own the health, satisfaction, and ongoing development of assigned customer accounts and their technology environments. In this role, you will lead Quarterly Technology Reviews (QBRs) and ad-hoc client meetings, ensuring customer needs are clearly understood and translated into actionable technology strategies.

You will work closely with Project Managers to scope and coordinate projects, support onboarding efforts, generate quotes, and respond to both technical and administrative inquiries. Acting as the central point of contact, you will drive clear and timely communication between customers, the service desk, and internal subject matter expertstriaging requests, managing escalations, and ensuring issues are resolved efficiently.

Beyond day-to-day account management, you will play a key role in Twintels growth and visibility by participating in and occasionally leading webinars in collaboration with vendors and partners, as well as representing Twintel at marketing events such as trade shows and industry engagements. You will also contribute to innovation efforts by assisting in the development of new service offerings and presenting these solutions during QBRs to drive client adoption and long-term value.

The ideal candidate is highly organized, service-oriented, and an effective communicator who can prioritize competing demands, pivot quickly, and maintain attention to detail. You will collaborate closely with senior leadership to refine internal processes and enhance the overall customer experience.
Success in this role is measured by maintaining healthy customer relationships, demonstrating rapid responsiveness, and executing with precision, ensuring both customer outcomes and the internal Twintel team are consistently supported and positioned for success.

Hours: M - F: 8:00am to 5:00pm
Hourly Wage: $41
Medical Benefits: Employer Contributed Medical and Dental coverage plans available
Vacation: Paid Holidays and Entitled to Paid Time Off
Retirement Plan: 401k matching
Other Benefits: Mobile Phone Stipend available

Job Location: In-Person

What youll do:

• Serve as the centralized point of contact for assigned customers. Own day-to-day relationship management and internal coordination.
• Lead Quarterly Technology Reviews/Assessments and ad-hoc client meetings; translate findings into prioritized tasks, roadmaps, and follow-ups.
• Present new service offerings, technology recommendations, and strategic initiatives during QBRs to drive adoption and long-term client value.
• Monitor account health and keep documentation systems current (assets, runbooks, licenses, configurations).
• Coordinate customer onboarding from welcome email through service-desk go-live; maintain end-user onboarding/offboarding guides.
• Partner with Project Managers to scope work, set expectations/timelines, and conduct customer-facing QA at project completion.
• Generate and track quotes for projects and ad-hoc needs; manage approvals and handoffs to procurement/service delivery.
• Triage and drive escalations to resolution; respond rapidly to inquiries via email and the ticketing platform, looping in Subject Matter Experts as needed.
• Manage relevant vendor interactions on behalf of customers to ensure requirements, timelines, and deliverables are met.
• Maintain clear, proactive customer communications cadences (status updates, maintenance notices, incident comms).
• Identify growth opportunities (upsell/cross-sell aligned to client goals) and facilitate handoff to Sales Engineering or prepare proposals.
• Represent Twintel at customer and industry events to strengthen relationships and gather actionable feedback for continuous improvement.
• Participate in and occasionally lead webinars in collaboration with vendors and partners, contributing to content delivery and client/prospect engagement.
• Represent Twintel at marketing and industry events, including trade shows, networking events, and partner engagements, to strengthen relationships and gather actionable feedback.

General Requirements:

• Excellent customer service with clear, professional written and verbal communication.
• Proven organization and task prioritization skills; comfortable context-switching while maintaining urgency and accuracy.
• Meticulous documentation and adherence to policies/procedures.
• Collaborative team player able to coordinate across Service Desk, PMs, SMEs, Procurement, and Senior Leadership, or work independently as needed.
• Practical technical fluency (desktop/server, networking, cloud concepts) sufficient to translate business needs into scoped work.
• Comfortable using PSA/ticketing and documentation systems; attentive to detail in fast-paced environments.

Preferred Knowledge:

• Account Management Systems such as myITprocess and Lifecycle Manager
• Kaseya Products and Services
• Office 365 User and Cloud App Management
• Active Directory User, Group and Organizational Unit Management
• TCP/IP Principles and Troubleshooting steps
• Unified Communications System Management
  

Job Requirements

• High School Diploma required.
• AA or Bachelor's Degree a plus.
• Technical certifications a plus.
• 2+ years of MSP experience is desired.