Technical Account Manager (GovCon)

Ntiva, Inc.•Lombard, IL

108d•$75,000 - $105,000•Hybrid

About The Position

The Technical Account Manager (TAM) for Ntiva’s GovCon practice owns relationships, retention, and growth across a portfolio of government contractor accounts. The TAM serves as each client’s technically fluent primary contact, understands the client’s business and IT environment, tracks their CMMC / NIST 800-171 journey at a business level, and connects them with managed IT, security, compliance, and advisory services. This is a hybrid-remote role, with approximately 60% client-facing work and 40% remote work. It requires travel to client locations throughout the Chicagoland area. The schedule is Monday through Friday, 8 a.m. to 5 p.m. CST. A valid driver’s license and insured vehicle are required. The role manages approximately $2.5 million to $4 million in yearly recurring revenue. It includes client relationship management, technical and compliance alignment, sales and renewals, project scoping, service escalations, onboarding, account administration, and coordination across Ntiva teams. The position requires U.S. citizenship because of federal government contract obligations and access to secured information systems. The base salary range is $75,000 to $105,000 per year, plus performance-based commission. On-target commission is approximately $30,000 at 100% quota attainment, with typical earnings ranging from 75% to 125% of target based on performance.

Requirements

3 to 5 years of client-facing IT industry experience, including at least 1 year at a Managed Services Provider in a Technical Account Manager, Service Delivery Manager, Senior Account Manager, or client-facing senior engineer role.
A track record of retaining and growing a book of business through trusted client relationships.
Technical knowledge across the MSP stack, including Microsoft 365 and Entra ID, Windows Server and virtualization, networking and firewalls, endpoint and email security, backup and disaster recovery, and RMM / PSA tooling.
Ability to understand client environments, identify risks, and hold credible conversations with engineers and senior client stakeholders; hands-on administration is not required.
Experience supporting clients subject to CMMC, NIST 800-171, or DFARS 252.204-7012, with working familiarity sufficient to discuss their compliance journey and recognize compliance-driven needs.
Ability to discuss technical issues with engineers and clearly explain them in business terms to non-technical clients.
Experience coordinating work across service desk, project, and engineering teams and managing client expectations through escalations.
Strong people skills and a client-service and relationship-oriented approach.
Excellent writing skills and ability to draft clear, detailed correspondence.
Ability to communicate and cooperate across departments to obtain needed information.
Ability to work under pressure while maintaining a tactful and professional demeanor.
Strong problem-solving capabilities.
Strong organization and time-management skills.
Professional written and spoken English communication skills.
Ability to write business correspondence and process procedures.
Ability to present information effectively and respond to questions from managers, clients, and the public.
U.S. citizenship.
Valid driver’s license and insured vehicle.
Ability to work extended periods sitting or standing and regularly use computers and office equipment.

Nice To Haves

CMMC Registered Practitioner (RP) or CMMC Certified Professional (CCP).
Experience supporting GovCon or defense-contractor clients, including Microsoft GCC High environments.
Technical certifications such as Microsoft 365 Certified (MS-900 or MS-102), Azure Fundamentals (AZ-900), CompTIA Security+ or Network+, or ITIL Foundation.
Bachelor’s degree (BA/BS) in Business, Computer Science, IT, or a related field.
Experience with ConnectWise products or a similar service-management system, and IT Glue or similar documentation platforms.
Prior hands-on engineering or systems administration experience at an MSP.

Responsibilities

Own relationships and retention for a portfolio of government contractor accounts, serving as the trusted technical advisor and primary relationship contact.
Build relationships at multiple levels within client organizations, from help-desk contacts to executives and Facility Security Officers.
Manage approximately $2.5 million to $4 million in yearly recurring revenue.
Hold in-person and remote client meetings about strategy, budgets, and technology roadmaps.
Lead quarterly business reviews covering service performance, open issues, lifecycle needs, and client priorities.
Understand clients’ IT environments, identify lifecycle gaps and recurring service problems, and involve the appropriate Ntiva teams.
Explain Ntiva’s standard recommendations—including backup and disaster recovery, endpoint protection, email security, MFA, and patching—in terms of business impact.
Translate technical issues and responses between engineers and non-technical client stakeholders.
Track clients’ CMMC / NIST 800-171 progress at a business level and surface appropriate services.
Recognize security and compliance needs and engage Ntiva’s vCISO and compliance teams when needed.
Involve the compliance team before scoping projects or service changes that could affect a client’s CUI environment.
Identify and close opportunities to achieve quarterly sales goals.
Position and sell managed IT, security, compliance, and AI-managed services according to client maturity and goals.
Communicate new products and services to clients.
Manage agreement renewals and assess service mix and opportunities for additional services.
Identify at-risk clients and develop retention strategies.
Work with solution architects to scope client projects, providing client context, constraints, and compliance boundaries.
Coordinate service escalations with Service Delivery and project teams, set client expectations, and follow issues through resolution.
Onboard new clients in collaboration with the new business development team.
Share client feedback with Ntiva teams and collaborate to ensure client expectations are set and met.
Regularly communicate Ntiva service, technology, and internal integration changes to clients.
Maintain accurate account records and meeting notes.
Review client invoices monthly and work with Finance on any needed changes.
Engage with clients who have balances past due by 60 or more days.
Perform other duties as assigned.

Benefits

Medical, dental, and vision coverage for employees and family.
401(k) with company matching: 4% match on a 5% contribution, with no vesting period; employee and company contributions begin after 90 days.
Company-provided group term life and accidental death and dismemberment coverage.
Voluntary short-term disability coverage and company-provided long-term disability coverage.
Health Savings Account (HSA) and PPO options.
Employee Assistance Program.
Paid Time Off (PTO), Volunteer Time Off (VTO), 8 paid holidays, and 3 floating holidays.
Education reimbursement program.
Employee referral program with cash bonuses for successful referrals.
Recognition and rewards program.
Promotion and advancement tracks.
Performance-based commission plan.