Technical Account Manager
About The Position
The Technical Account Manager is responsible for the operational and strategic execution of a department and team, including budgets and customer retention. Acting as the client’s IT Manager, the role keeps client documentation and standard operating procedures (SOPs) current, aligns clients with Meriplex technical standards, and handles technical escalations. The position requires travel to and work from client sites five days a week. The manager serves as an assigned client’s technical subject matter expert, guides client roadmaps, facilitates client-facing operational meetings, and collaborates on client evaluations with vCIOs and/or Account Managers. The role leads and develops technical team members, manages performance and day-to-day workflows, establishes departmental goals and processes, tracks employee time, and ensures client alignment work is completed. The role oversees service delivery and client relationships, ensures contractual commitments and SLAs are met, manages assigned account revenue and departmental fiscal responsibilities, and works with Account Managers, sales, Finance, and other departments. It also supports technical solution development, client infrastructure assessments, documentation and standards, and incident, problem, and change management.
Requirements
- At least five years of IT service delivery experience.
- At least three years of experience in a leadership role.
- Strong organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Exceptional interpersonal and communication skills.
- Ability to manage time efficiently, meet personal goals, and work effectively with team members.
- Ability to quickly learn the software and applications used in the organization and industry.
- Willingness to travel as needed to support field resources.
Nice To Haves
- Experience managing global teams.
- Healthcare IT experience.
- ITIL certification.
- Experience with Kaseya RMM Platform.
- Experience with ConnectWise.
- Experience with Citrix.
Responsibilities
- Act as the assigned client’s technical subject matter expert and primary client escalation point.
- Develop client roadmaps and identify opportunities to align clients with Meriplex technical standards and managed services.
- Facilitate client-facing operational meetings and participate in client operational meetings.
- Present and collaborate on client evaluations with vCIOs and/or Account Managers.
- Onboard, train, develop, manage, and mentor team members; set performance expectations and provide timely evaluations.
- Establish and oversee departmental goals and strategies that support KPIs and success indicators.
- Assess, improve, and manage departmental processes, systems, workflows, and day-to-day operational needs.
- Ensure the team analyzes client infrastructure and technology, identifies gaps, and recommends appropriate MSP solutions.
- Conduct team meetings, track progress, and ensure timely completion of client alignment tasks.
- Foster collaboration, knowledge-sharing, and continuous improvement within the POD; identify growth opportunities for team members.
- Accurately track employee time.
- Partner with cross-functional departments and support effective communication and collaboration.
- Facilitate escalated needs and support problem resolution as the team’s subject matter expert.
- Adhere to and support HR administrative policies and procedures.
- Manage departmental and team fiscal duties and budgets in collaboration with Finance.
- Ensure client contractual commitments, including SLAs, are met.
- Partner with Account Managers to strengthen client relationships and maintain assigned customer account revenue.
- Communicate and demonstrate knowledge and use of core managed services products.
- Collaborate with sales to identify growth opportunities and develop technical solutions aligned with client goals and MSP services.
- Ensure client network and systems documentation and SOPs are maintained and client technology is evaluated against established standards.
- Participate in incident, problem, and change management processes.
- Respond promptly to client needs, meet commitments, and anticipate client needs.
- Travel as needed to support field resources.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
