Technical Account Manager

Netrio•New York, NY

3d•$100,000 - $125,000

About The Position

Netrio's Technical Account Manager (TAM) leads by example and communicates clearly about customer priorities, inspiring Customer Success across the company. The role directly contributes to client improvement, retention, and company growth. The TAM communicates across Cybersecurity, XDR, Managed IT, Customer Success, and other teams to maintain continuity of services, improve the customer experience, and coordinate data-driven metrics. Through consistent action-plan execution and candid communication, the TAM builds client loyalty and supports team and business outcomes. The role requires someone who can challenge the status quo while collaborating effectively and working independently. The TAM owns client technical escalations and their resolution, coordinates service governance and reporting, identifies recurring issues and improvement opportunities, and supports client due diligence and documentation. The role also coordinates onboarding and small projects, migrations, and upgrades; manages expectations and scope tradeoffs; monitors project status; and helps Professional Services address implementation delays. In addition, the TAM supports a collaborative culture, mentors a Customer Success Coordinator, and develops personal career and learning goals.

Requirements

Bachelor's degree in an Information Technology-related field, or 5+ years of comparable experience in a technology-related, customer-facing role.
Outstanding interpersonal, written, and oral communication skills, including rapport-building, managing expectations, and explaining complex technical messages to technical and non-technical audiences.
Proficiency in incident response management during security events and high-priority escalations, as well as disaster recovery and business continuity activations.
Experience in technical project management involving data or infrastructure migrations, relocations, major system upgrades, and new site deployments.
Highly self-motivated and self-directed in a fast-paced team environment.
Sharp attention to detail and proven analytical and critical-thinking skills.
Effective time management and excellent prioritization skills.

Nice To Haves

Experience with Managed Service Providers (MSP).
O365, Azure, and Amazon Web Services (AWS) or Google Cloud Platform (GCP) administration experience.
Experience managing an IT function in the financial, professional services, or alternative investment market.
Certifications in cloud services, network management, or cybersecurity, such as CCNA, CISSP, Azure Fundamentals, or VCP; these are a plus but are not required.

Responsibilities

Own client technical escalations and their resolution, working with the Customer Success Manager to remedy technical issues.
Ensure clear, consistent technical communication among Managed IT, Customer Success, XDR, and Cybersecurity governance teams.
Report issue trends and identify service improvement opportunities.
Identify recurring issue trends and drive problem-management efforts to completion.
Participate in vendor due-diligence exercises, including reviews of security, data integrity, and availability services, and complete client DDQ requests.
Assist Delivery Managers with completing and reporting proactive governance activities on schedule.
Create and update client documentation.
Ensure pen-test remediation is completed for assigned Managed IT accounts.
Respond to client-specific reporting requests.
Manage client expectations and communicate when requests cannot be accommodated.
Manage tradeoffs and advise on how feature, schedule, and scope changes affect cost, delivery, and project objectives; invoke change orders as needed.
Test approaches for organizational improvement and identify opportunities where automation will have high impact.
Collaborate across teams to scope and deliver small projects, migrations, and upgrades internally; large projects are scoped and delivered by Professional Services.
Drive the onboarding process and its quality.
Help the Professional Services team overcome implementation delays.
Monitor multiple projects and report status to the team, stakeholders, customers, and leadership.
Build trust, collaborate with Netrio employees, and support Netrio's mission and values.
Contribute to the operating team through collaboration, support, and accurate execution.
Mentor the Customer Success Coordinator.
Identify and communicate internal communication and workflow issues, and develop a voice within the team.
Develop personal career goals and a plan to achieve them.
Identify growth areas and align skill development with internal or external training and learning opportunities.