IT Technical Account Manager

Full-time

Description

DataPerk - Technical Account Manager

Position Summary
DataPerk is celebrating 25 years of providing unmatched managed services to our clients and we are now seeking a customer-focused Technical Account Manager who combines relationship management, account growth, and Tier 1 technical support skills. This role serves as the primary point of contact in Arkansas for assigned clients while also providing onsite and remote Tier 1 MSP support for local customers. The ideal candidate is comfortable discussing business goals with decision-makers while also resolving end-user technical issues and supporting IT environments. 

Key Responsibilities  

• Develop trusted client relationships that promote partnership, retention, and loyalty. 
• Maintain in-depth knowledge of DataPerk services and communicate recommendations to clients. 
• Review Autotask queues, accounts, tickets, and recurring support issues. 
• Conduct regularly scheduled client calls and onsite visits. 
• Represent DataPerk at community events and business organizations. 
• Document and manage client concerns, opportunities, and escalations. 
• Maintain company and client records in accordance with policies and procedures. 
• Source, schedule, track, and communicate orders as required. 
• Create and present sales estimates and proposals. 
• Distribute monthly client reporting and account reviews. 
• Follow established sales processes and maintain CRM records. 
• Conduct onsite and online presentations of DataPerk solutions. 
• Manage service proposals, contracts, and lease agreements. 
• Contribute referrals, leads, KPI reporting, and account health assessments. 
• Document internal processes and suggest service improvements. 

MSP Tier 1 Technical Skills & Responsibilities  

• Join workstations to Active Directory domains. 
• Create and manage user accounts in Active Directory, Microsoft Exchange, and Microsoft 365. 
• Deploy and configure new computers, including profile and data migrations. 
• Install, configure, troubleshoot, and remove software applications. 
• Provide antivirus deployment, maintenance, and malware remediation. 
• Perform basic help desk support for DataPerk-managed services. 
• Perform computer maintenance and hardware troubleshooting. 
• Understand and troubleshoot DHCP, DNS, TCP/IP, Ethernet, and basic network connectivity issues. 
• Install and test structured cabling and network connections. 
• Utilize LAN testing equipment for troubleshooting and validation. 
• Support printers, email, Microsoft 365 applications, and end-user devices. 
• Document technical work performed and escalate advanced issues appropriately. 

DataPerk is an equal opportunity employer and values individuals who are passionate about technology, customer service, and helping businesses succeed. 

Requirements

• Bachelor's degree preferred (IT-related degree a plus) or equivalent combination of education and experience. 
• At least 1 year of B2B sales, account management, or customer relationship experience. 
• At least 1 year of technical support or IT service experience. 
• Strong Microsoft Office skills, especially Excel and PowerPoint. 
• Experience working with CRM platforms and ticketing systems. 
• Excellent organization, communication, and customer service skills. 
• Knowledge of IT networking, internet technologies, and cloud services. 
• Ability to balance client relationship management with technical responsibilities. 

Preferred Attributes  

• Self-motivated and capable of managing multiple priorities. 
• Comfortable presenting to clients and executives. 
• Professional demeanor with strong problem-solving abilities. 
• Ability to work independently and collaboratively within a team environment.