Technical Account Manager

ICE Consulting•Milpitas, CA

1d•Hybrid

About The Position

ICE Consulting is a privately owned leading Managed IT Services company (Managed Service Provider) specializing in providing managed IT services and managed security services for small to medium-sized enterprises since 1997. They are seeking dedicated and enthusiastic individuals to join their team. As a Technical Account Manager, you will be instrumental in developing and nurturing strong relationships with clients. Your primary responsibility will be to understand clients' IT needs and manage their technical support requirements effectively. This role requires a blend of technical expertise, customer service excellence, and the ability to analyze data and implement strategic solutions. You will coordinate with internal engineering teams to ensure that clients' IT infrastructures are secure and efficient, serving as the point of contact for all technical inquiries.

Requirements

6-11 years of experience in IT management or as a technical account manager, ideally with a focus on consulting within the Managed Service Provider (MSP) space
Bachelor's Degree in Computer Science or a related field, or equivalent experience
Strong IT background with proven experience in relevant technologies and systems
Strong proficiency with ticketing and quotation applications (e.g., ConnectWise, QuoteWerks)
In-depth knowledge of technical management, system analysis, and computer hardware/software systems
Proficient in MS Office Suite, including Project, Visio, Excel, PowerPoint, and Outlook
Excellent organizational skills and the ability to multitask and prioritize in a fast-paced environment
Strong decision-making skills, initiative, and a positive attitude
High attention to detail and accuracy in all aspects of work
Exceptional communication skills with a focus on delivering outstanding customer service
A collaborative mindset, working effectively with clients, vendors, and internal teams
Ability to perform well under pressure while maintaining professional interactions with clients

Nice To Haves

Proven track record of successfully building and maintaining client relationships
Experience with data management, CRM, Cloud, or Digital projects
Able to thrive in ambiguous environments with adaptability
Experience in regulated industries, such as Financial Services, Healthcare, or Life Sciences, is a plus

Responsibilities

Develop and nurture strong relationships with clients
Understand clients' IT needs
Manage clients' technical support requirements effectively
Analyze data and implement strategic solutions
Coordinate with internal engineering teams to ensure that clients' IT infrastructures are secure and efficient
Serve as the point of contact for all technical inquiries