Technical Account Manager (MSP)
About The Position
The Technical Account Manager (internally known as a Client Technology Manager or CTM) is a client-facing technical role that helps clients get more from their technology through thoughtful strategy, clear direction, and long-term planning. As part of our Service Delivery team, you’ll serve as a trusted advisor, working directly with client stakeholders to guide decisions, reduce risk, and ensure their technology aligns with business goals. This is not a help desk role and not a pure engineering role. It is a strategic, relationship-driven opportunity for someone who brings technical credibility, strong communication, and a proactive, ownership-driven mindset.
Requirements
- 4+ years of experience in IT, ideally in a client-facing or MSP environment
- Strong technical foundation across Microsoft environments (M365, Azure/Entra, Windows Server), networking, and security fundamentals
- Experience participating in or leading client conversations, planning, or strategy
- Strong troubleshooting and problem-solving skills across infrastructure and systems
- Clear and concise written and verbal communication
- High ownership, accountability, and follow-through
- Strong interpersonal skills and ability to build trust with client stakeholders
- Ability to manage multiple clients and priorities effectively
- Continuous improvement mindset, including leveraging automation and AI where appropriate
Nice To Haves
- Experience with MSP tools such as ConnectWise Manage and RMM platforms
- Familiarity with reporting tools such as Power BI
- Industry certifications (Microsoft, CompTIA, or equivalent)
Responsibilities
- The overall health, stability, and direction of your clients’ technology environments
- Client relationships, serving as the primary technical advisor and point of contact
- Technology roadmaps aligned to business goals, risk tolerance, and best practices
- Strategic planning meetings (QBRs), including preparation, facilitation, and follow-through
- Identifying risks, gaps, and opportunities across infrastructure, security, and operations
- Partnering with service, engineering, and project management teams to ensure execution aligns with strategy and standards
- Regular onsite client meetings to build strong relationships and exceptional service delivery
- Translate business needs into clear technical strategies and actionable plans
- Use reporting, trends, and environment insight to proactively guide client decisions
- Lead direction during escalations by providing context, defining priorities, and ensuring the right resources are engaged
- Ensure issues are not only resolved, but understood – driving root cause analysis and preventative improvements
- Partner with internal technical teams to ensure work is executed in alignment with long-term strategy
- Validate that solutions meet client needs and align with standards before and after implementation
Benefits
- A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books
- 3 weeks of PTO (4 weeks after 2 years) per year
- A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years
- Health, Dental, and Vision Insurance
- Disability Insurance
- Group and Supplemental Life Insurance
- Paid Family Leave
- 401(k) with 3% match
- ESOP!
- Team Profit Sharing
- Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
- Paid Volunteer Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
