Technical Account Manager

CMIT, a prominent player in the IT services industry, is looking for an Experienced Technical Account Manager

Description

The Technical Account Manager is responsible for ensuring clients’ IT environments adhere to established standards and best practices. This role involves conducting regular onsite assessments, identifying technical risks, and collaborating with other service delivery areas to maintain a consistent and proactive approach to technology management.

Key Responsibilities:

• Manage a portfolio of 15-25 clients
• Develop and maintain a comprehensive understanding of clients’ technical environments, and ensure documentation and account management tools are up to date
• Perform regular alignment reviews to assess compliance with company standards
• Build IT review presentations for each client with recommendations on projects and hardware upgrades needed for the client to be compliant and secure
• Work with the vCIO (Virtual CIO) and engineering team to configure and price the projects and solutions recommended above
• Deliver the IT reviews in conjunction with the vCIO and subsequently coordinate the engineering and support teams to ensure successful delivery of approved projects
• Achieve annual upsell goals for the client base
• Assist in reducing reactive support by proactively identifying and addressing potential issues

Salary Range:

The salary range is $70,000 to $90,000, depending on experience and qualifications.

Skills required:

1. Technical Knowledge:

• Deep understanding of IT infrastructure, including networking, servers, storage, and security
• Proficiency in IT standards and best practices (e.g., NIST, ITIL, ISO frameworks)
• Familiarity with MSP tools such as Remote Monitoring and Management (RMM) software, Professional Services Automation (PSA), and documentation platforms

2. Problem-Solving and Analytical Skills:

• Ability to assess complex IT environments and identify risks or areas for improvement
• Strong analytical skills to interpret data and trends from assessments

3. Communication Skills:

• Strong written and verbal communication to document findings clearly and concisely
• Ability to present technical concepts to non-technical stakeholders

4. Collaboration and Teamwork:

• Experience working with cross-functional teams to address alignment issues
• Coordination with vCIOs, service desks, and project teams to implement changes

5. Attention to Detail:

• Thoroughness in documenting and tracking alignment issues and resolutions
• Precision in maintaining the Standards Library and ensuring updates are applied across clients

6. Organizational Skills:

• Capacity to manage multiple client environments and deadlines simultaneously
• Ability to prioritize tasks and follow through with minimal supervision

Required Experience:

1. Industry Experience:

• 2–5 years of experience in an IT support, systems administration, or similar technical role
• Prior experience in a Managed Services Provider (MSP) environment is highly preferred

2. Technical Certifications (Preferred):

• CompTIA certifications (e.g., Network+, Security+)
• Microsoft Certified: Azure Fundamentals or higher
• ITIL Foundation or equivalent process management certification

3. Client Interaction:

• Demonstrated experience in client-facing roles, with the ability to build and maintain professional relationships
• Experience conducting onsite or remote IT assessments for clients

4. Process-Oriented Mindset:

• Familiarity with developing or adhering to Standard Operating Procedures (SOPs) and alignment checklists
• Experience using Quality Control methodologies to ensure consistent service delivery

5. Tool Proficiency:

• Experience using PSA tools (preferably Autotask)
• Familiarity with documentation platforms - preferably IT Glue
• Comfortable with data analysis tools and reporting platforms

This job description is an overview of the responsibilities for this position. However, responsibilities are subject to change.