MSC Technical Account Manager (Req #1462)

ePlus Technology, inc.

1d•$130,000 - $160,000

About The Position

The Technical Account Manager serves as a customer advocate and trusted advisor for ePlus Cloud and Data Center Managed Services. The role contributes to customer onboarding, support services, adoption, training, and executive service briefings. It owns the post-sales service delivery relationship for key customers, with responsibility for customer experience, service value delivery, issue and escalation management, and resolution. The position includes travel of up to 25% for customer visits and executive briefings as needed, and requires the employee to be located in the United States. The base salary range at commencement is expected to be $130,000–$160,000 annually. Base pay may vary based on factors including location, relevant knowledge, skills, and experience. Total compensation may include commissions, discretionary bonuses, and benefits such as medical and financial benefits, 401(k) eligibility, and paid time off. The role is at-will.

Requirements

At least 3 years of experience in a customer-facing relationship management role.
At least 3 years of experience in enterprise data center and/or cloud environments, with a strong understanding of technical account management and business-critical application support.
Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent technical experience.
Excellent communication, project management, presentation, and problem-solving skills, including the ability to build trusted partner relationships.
Ability to work across technical engagements and guidance as well as interactions with mid-level IT management.
Ability to manage multiple projects and tasks, determine urgency, and execute detailed action plans with customers and stakeholders.
Ability to clearly communicate technical issues to technical and non-technical audiences and explain business impact through reports and presentations to executives in partner and customer organizations.
Demonstrated ability to handle critical issues, drive discussions, and present internal and customer issues at the executive level.
Strong oral, written, and presentation skills.
Strong attention to detail.
Must be located in the United States to support periodic on-site customer visits as needed.

Nice To Haves

Prior experience in a Technical Account Manager, Customer Success Manager, Professional Services, or Sales Engineering role.
ITIL, PMP, PMI, or Six Sigma certification.

Responsibilities

Deliver monthly and quarterly service business reviews to align business and technical goals across stakeholders.
Own service onboarding, including understanding client objectives, implementing services, and documenting ongoing support operations.
Own the post-sales service delivery relationship with key customers and the overall customer experience within assigned accounts.
Drive service value delivery, issue management, escalations, and resolution.
Act as a trusted advisor, customer advocate, and subject matter expert for ePlus Managed Services offerings.
Develop a deep understanding of ePlus Managed Services offerings.
Identify and suggest improvements to regional procedures, structure, and reporting.
Propose ideas and solutions to improve functional areas.
Travel to customer sites for executive briefings as needed, up to 25%.