Technical Account Manager

Chelsea Technologies • Fort Lauderdale, FL

9d • $85,000 - $120,000 • Hybrid

About The Position

As a Technical Account Manager (TAM) at Chelsea-Tech, you are the technical and relationship owner for a dedicated portfolio of clients delivered through a Chelsea-Tech POD — a cross-functional pod of engineers and technicians. You sit at the intersection of service delivery and client success: leading your POD’s day-to-day execution, owning the client relationship, and ensuring every account realizes measurable value from Chelsea-Tech’s managed IT, cybersecurity, and AV services. Chelsea-Tech serves demanding alternative investment financial-services clients — hedge funds, fund of funds, private equity, family offices, and asset managers — who expect responsiveness, security, and discretion. This role blends hands-on service leadership, trusted-advisor account management, and commercial ownership, guiding each client from onboarding through Quarterly Business Reviews, renewals, and expansion.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field — or equivalent professional experience.
• 5+ years in a client-facing technical role within an MSP or managed-IT environment, including at least 2 years leading or coordinating technical staff.
• Strong working knowledge of managed-IT service delivery, ITIL-aligned service management, and PSA/RMM platforms (HaloPSA and NinjaRMM strongly preferred).
• Solid technical breadth across Microsoft 365, networking, cybersecurity fundamentals, and cloud services.
• Demonstrated success owning client relationships from onboarding through renewal and expansion.
• Excellent communicator, able to present to both technical teams and executive stakeholders with clarity and confidence.
• Strong organizational and prioritization skills; able to manage multiple accounts and a shared POD in a fast-paced environment.
• Comfortable with commercial concepts — SLAs, scope, utilization, and account profitability.
• Applicants must be legally authorized to work in the United States.

Nice To Haves

• Experience in an MSP POD-based delivery model, or vCIO / vTAM experience.
• Experience serving alternative investment financial-services clients is a plus. Similarly with Aviation Parts and Maintenance Repair Overhaul facilities (MROs).
• Familiarity with cybersecurity frameworks and compliance regimes (SEC/FINRA, CMMC, GDPR and more regulatory environments).
• Relevant IT certifications (ITIL, Microsoft, CompTIA, etc.).
• Experience conducting QBRs and presenting to executive audiences.

Responsibilities

• Lead and coordinate a dedicated POD of engineers and technicians, setting daily priorities and balancing workload across assigned accounts.
• Own ticket flow in HaloPSA — monitoring queues, aging, and SLA compliance — and drive timely resolution of incidents, service requests, and IMAC/remediation work.
• Act as the escalation point for complex technical and client issues, marshalling cross-functional resources as needed.
• Monitor endpoint health and alerts via NinjaRMM, translating telemetry into proactive maintenance and risk reduction.
• Track ticket trends, service metrics, and client-health indicators — acting before issues become escalations.
• Advocate for the client internally while protecting operational efficiency, POD utilization, and account profitability.
• Serve as the primary point of contact for assigned POD clients, building trusted relationships at technical, operational, and executive levels.
• Conduct regular check-ins, Quarterly Business Reviews (QBRs), and strategic planning sessions with both technical and executive audiences.
• Manage client expectations and ensure alignment to contracted SLAs and scope.
• Proactively identify risks, service-improvement opportunities, and areas for optimization.
• Understand each client’s regulatory and security context (e.g., SEC and financial-services obligations) and reflect it in service planning.
• Lead onboarding and technical enablement for new clients using Chelsea-Tech’s onboarding/checklists, ensuring rapid time-to-value.
• Act as a trusted advisor, guiding best practices across managed IT, cybersecurity, Microsoft 365, networking, and cloud services.
• Drive adoption, retention, and expansion — identifying upsell and deeper-service opportunities aligned to client goals.
• Present ROI, risk reduction, and next-phase roadmaps during QBRs.
• Contribute to solution playbooks, runbooks, architecture diagrams, and best-practice guides used across the client lifecycle.
• Maintain awareness of each client’s Statement of Agreement (SOA), including minimum seat/user commitments — ensuring billing integrity even when client headcount drops below the contracted minimum.
• Apply Chelsea-Tech’s IMAC (Install, Move, Add, Change) framework to correctly classify work and surface billable activity that would otherwise be absorbed into managed-services agreements.
• Partner with Finance and Dispatch on time capture, change orders, and out-of-scope approvals.
• Support renewals, true-ups, and rate reviews with accurate, current account data.
• Provides day-to-day technical work direction, prioritization, and coordination for the POD engineers and technicians supporting assigned accounts.
• Partners with the POD Manager and Resource Management on performance feedback, coaching, and skills development.

Benefits

• Employment is contingent on the successful completion of a background check.
• Given Chelsea-Tech’s financial-services and CUI/CMMC-scoped clients, additional screening or clearance requirements may apply to specific accounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level