Technical Account Manager

Charles IT • Chesapeake, VA

3d

About The Position

Charles IT is seeking a highly qualified Technical Account Manager to serve as the primary liaison for assigned technical clients, addressing technical escalations and business objectives. The ideal candidate is client-focused, collaborative, exceptionally organized, and detail-oriented. Guided by the company’s values of Exceptional Service, Endless Improvement, Passionate People, and Honest and Forthright, the role supports strong client relationships, successful technical delivery, and a growing client base.

The Technical Account Manager analyzes client needs, develops road maps toward best practices, guides and mentors technical team members, and ensures proposed solutions and project delivery meet client needs. The position also includes communicating initiative progress in recurring client meetings and maintaining customer documentation.

Charles IT describes its culture as inclusive and supportive of growth, balance, and belonging. Benefits include financial, health, wellness, time-away, and professional-development offerings, along with additional workplace perks.

Requirements

• Associate degree or equivalent in a related field.
• At least 4 years of experience in the IT field.
• Exceptional oral and written communication skills.
• Enthusiastic and committed to the challenges of a growing company and client base.
• Strong follow-through and ability to see tasks to completion.
• Self-starter capable of working independently with minimal supervision.
• Highly organized with sharp attention to detail.
• Current, valid U.S. driver’s license.

Nice To Haves

• Technical certifications in Microsoft, Cisco, virtualization, and project management.
• Experience with ConnectWise, Cisco, Meraki, Datto, VMware, Office 365, and advanced Mac OS support.

Responsibilities

• Build and maintain strong, long-term relationships with technical clients and serve as their primary point of contact for Charles IT.
• Serve as the lead point of contact and as an internal and external escalation point for the assigned client base.
• Analyze clients’ needs and develop a road map to bring clients to best practices.
• Mentor and lead the technical team, including cross-training team members on client infrastructure.
• Ensure the accuracy of technical solutions proposed by the team.
• Ensure timely and successful delivery of projects according to clients’ business needs and objectives.
• Clearly communicate the progress of initiatives through recurring client meetings.
• Maintain customer documentation.
• Perform other duties as assigned.

Benefits

• 401(k) plan with employer contributions.
• Performance-based incentive opportunities.
• Employee discount and savings offerings.
• Paid time off (PTO).
• Paid holidays.
• Paid parental leave.
• Work-from-home (WFH) bank.
• Medical coverage.
• Dental coverage.
• Vision coverage.
• Employer-paid life insurance.
• Short- and long-term disability insurance.
• Flexible Spending Accounts (FSA).
• Well-being resources and support programs.
• Structured career progression plans.
• Certification incentives that provide direct dollar-amount pay increases for approved industry certifications.
• Employer-paid dry-cleaning services.
• Friday team lunches.
• Corporate concierge services.
• Dog-friendly office.
• Team-building events and company-sponsored activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree