Strategic Technical Account Manager

Prosource•Blue Ash, OH

just now

About The Position

Prosource, the Midwest region’s leading business technology solutions provider, has been awarded a Top Workplaces honor by The Enquirer from 2020-2025. The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC. The STAM (Strategic Technical Account Manager) acts as advisor and relationship owner for assigned managed IT customers and is responsible for building trusted relationships with executive stakeholders and guiding clients through Technology Alignment Planning (TAP). Through vCIO-level engagement, the STAM develops and maintains a tailored technology roadmap that aligns technology investments with each client’s business goals, risk profile, and growth objectives. The STAM is accountable for retaining and expanding revenue within their account base, including managed recurring revenue, projects, and solution adoption. Success in this role requires translating technical risk and opportunity into clear business value, proactively guiding clients through change, and balancing client advocacy with organizational standards and profitability. Performance is measured by client satisfaction (NPS), growth in MRR and project revenue, and consistent execution of effective TAP engagements. The STAM has the success mindset of “I own the relationship, understand the business, and proactively guide clients toward better business outcomes through technology while protecting both the client’s interests and Vitis’ long-term growth.”

Requirements

Bachelor’s degree or equivalent combination of education and relevant experience in the technology field.
Experience managing, engineering, or supporting IT environments for organizations with 20+ users, including hardware, software, and end-user support.
Ability to work effectively both independently and as part of a cross-functional team.
Strong technical problem-solving skills with a solid understanding of modern IT infrastructure, security, and workplace technologies.
Proven ability to communicate technical concepts to executive and non-technical stakeholders in clear business terms, demonstrating sound business acumen.
Highly customer-focused, with strong interpersonal, written, and verbal communication skills.
Demonstrated ability to prioritize, manage, and follow through on multiple competing initiatives.
Availability to work Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional after-hours commitments as business needs require.
Authorization to work in the United States on a full-time basis without sponsorship.

Nice To Haves

Familiarity with Cisco/Meraki, Datto/Kaseya, and Microsoft 365 products and licensing, with prior technical training or demonstrated technical acumen.
Ability to align technology strategy, risk, and investment to client business goals, budgets, and outcomes using a vCIO mindset.
Credibility with C-level stakeholders and the ability to translate technical concepts into clear, actionable business guidance.
Understanding of managed services economics, with the ability to drive retention, expansion, and value-based growth within assigned accounts.
Ability to lead cross-functional teams, quarterback client outcomes, and drive alignment without direct managerial control.
Proactive ownership of client outcomes, strong judgment in ambiguous situations, and consistent follow-through across multiple priorities.

Responsibilities

Conduct TAP (Technology Alignment Planning) meetings for each managed IT customer
Demonstrate business value through performance metrics and a review of initiatives delivered during the prior quarter
Provide strategic technology guidance aligned to the client’s current environment and needs
Educate clients on relevant technology and industry trends
Understand the client’s business goals and align technology to support those outcomes
Collaborate with clients to create, maintain, and forecast their technology roadmap, budget, and upcoming initiatives
Support and, when appropriate, lead technical and organizational change management efforts
Develop and maintain a Technology Roadmap for each managed IT customer
Coordinate and/or deliver ongoing client education, including security awareness, disaster recovery, risk planning, and product training.
Serve as the escalation point for service and technical issues
Own retention and growth of Monthly Recurring Revenue (MRR) within the assigned customer base.
Identify, position, and close expansion opportunities that improve client productivity, efficiency, security, and compliance through strategic technology solutions.
Drive adoption and standardization of the company’s approved technology stack to enhance performance, reliability, security posture, and incident response.
Lead contract renewals, agreement expansions, and upsell discussions for existing customers.
Partner with Net New Sales to ensure a smooth transition of newly onboarded Managed IT clients into ongoing account ownership and support.
Serve as the team quarterback for the assigned Customer Support Team
Keep internal teams informed of key client developments, initiatives, and changes that may impact service delivery or planning.
Act as the primary liaison between clients and service delivery teams
Partner with department leaders and Project teams to scope opportunities, develop Statements of Work, and ensure clear ownership through delivery.
Leverage the Customer Support Specialist (CSS) to support reporting, quoting, follow-ups, and administrative coordination