Technical Account Manager

Chelsea Technologies•Fort Lauderdale, FL

8d•Onsite

About The Position

The Technical Account Manager serves as the primary relationship owner for a dedicated group (POD) of managed service clients. This role bridges strategic account management and day‑to‑day service leadership, ensuring clients receive proactive, high‑quality IT support while maintaining strong satisfaction, retention, and growth. This individual acts as the single point of accountability for client experience—coordinating technicians, overseeing service delivery, managing client communications, and aligning technology services with business goals.

Requirements

3+ years experience in an MSP or IT services environment
Experience in account management, service delivery, or client success roles
Strong understanding of managed services, SLAs, and ITIL concepts
Excellent communication, organization, and conflict‑resolution skills
Ability to manage multiple clients and priorities simultaneously
Experience working with PSA and RMM tools
High emotional intelligence and customer‑centric mindset

Nice To Haves

MSP POD‑based or vCIO/vTAM experience
Familiarity with Microsoft 365, networking, cybersecurity, and cloud services
Experience conducting QBRs and presenting to executives
IT certifications (ITIL, Microsoft, CompTIA, etc.)

Responsibilities

Serve as the primary point of contact for assigned POD clients
Build and maintain strong, trusted client relationships at multiple levels
Conduct regular check‑ins, QBRs, and strategic planning sessions
Proactively identify risks, opportunities, and improvement areas
Manage client expectations and ensure SLA alignment
Lead and coordinate a dedicated POD of technicians and engineers
Ensure timely resolution of incidents, service requests, and escalations
Act as the escalation point for complex client or service issues
Monitor ticket trends, service metrics, and client health indicators
Advocate for the client internally while balancing operational efficiency
Identify upsell, cross‑sell, and optimization opportunities
Partner with sales and leadership on renewals, expansions, and proposals
Assist with onboarding new clients into the POD model
Support client retention through proactive service management
Maintain clear documentation of client environments, preferences, and standards
Provide regular status updates and executive‑level communications
Ensure accurate notes in PSA, documentation platforms, and ticketing systems
Contribute to improving POD workflows, service delivery standards, and documentation
Assist in developing repeatable processes and best practices
Promote accountability, collaboration, and continuous learning within the POD