Technical Account Manager

FIT Solutions•Virginia Beach, VA

6d•Hybrid

About The Position

The Technical Account Manager (TAM) is the strategic technology advisor and primary business relationship owner for assigned clients. The role aligns client business objectives with FIT Solutions' technology services, drives client success, identifies improvement opportunities, mitigates risk, and supports long-term client retention and growth. The TAM partners with engineering, service delivery, cybersecurity, procurement, and sales teams to deliver measurable business outcomes and strong client experiences. The position focuses on strategic technology planning, client satisfaction and retention, contract management, and expanding existing client relationships. The TAM leads technology business planning and executive discussions, maintains regular communication with client contacts, identifies and escalates account risks, coordinates technical solutions, and supports client onboarding. The role also involves routine client visits, procuring and presenting hardware and software quotes with procurement, and participating in operations meetings to track tasks and project closures. FIT Solutions describes itself as a growing national IT services firm with a fast-paced, results-driven culture focused on employee development, client outcomes, and achieving business targets. The role offers a flexible hybrid work environment and requires travel of up to 30%.

Requirements

At least 3 years of experience in technical account management, account management, customer success, consulting, or service delivery within an MSP, IT services, cybersecurity, or related technology environment.
Experience managing B2B client relationships and serving as a primary or strategic client contact.
Experience conducting executive business reviews, technology roadmap discussions, and strategic planning sessions.
Experience collaborating with IT engineers, service delivery teams, project teams, and other technical resources to address client needs and achieve business objectives.
Strong understanding of managed IT services and the Managed Service Provider (MSP) delivery model.
Strong contract management and negotiation skills, including reviewing agreements, recommending revisions, and leading renegotiations as needed.
Working knowledge of Microsoft 365, Azure, cloud infrastructure, cybersecurity, backup and disaster recovery, networking, and endpoint management.
Ability to understand client business needs and translate technical concepts, risks, and recommendations into clear business outcomes.
Ability to serve as a strategic liaison between clients and internal technical teams, aligning priorities, expectations, and technology initiatives.
Experience developing and discussing technology roadmaps, budgets, lifecycle planning, and strategic IT initiatives with business leaders.
Ability to identify technology risks, service gaps, and improvement opportunities, and coordinate solutions with technical teams.
Strong client relationship management skills and ability to build credibility and trusted-advisor relationships with business and technical stakeholders.
Ability to lead executive business reviews, technology planning discussions, and other strategic client conversations.
Strong written, verbal, presentation, and interpersonal communication skills.
Ability to manage multiple client priorities and commitments with responsiveness, organization, and follow-through.
Demonstrated ability to build professional relationships and communicate effectively with stakeholders with varying levels of technical expertise.
Self-motivated and proactive, with the ability to identify client needs, take initiative, and drive action through completion.
Ability to work independently and collaboratively in a remote, team-oriented environment.
Adaptable and able to manage changing priorities in a fast-paced environment.
Strong organizational and time-management skills, with the ability to produce high-quality work and meet deadlines.
Demonstrated resilience and sound judgment under pressure while maintaining focus on client satisfaction and strategic objectives.
Ability to spend prolonged periods standing, speaking, walking, driving, and/or sitting.
Ability to occasionally lift up to 25 pounds.

Nice To Haves

Technical background or equivalent experience working closely with IT engineering and technical service teams.

Responsibilities

Align client business objectives with FIT Solutions' technology services and drive client success, retention, and growth.
Provide ongoing consultation, technology planning, and strategic initiatives to improve operational efficiency, security posture, and business continuity.
Maintain and develop the existing client base, support customer satisfaction, and expand relationships through proactive communication and problem solving.
Oversee client contract reviews, revisions, renewals, and renegotiations.
Lead quarterly Technology Business Planning meetings covering strategic initiatives, security posture, technology lifecycle planning, and service performance metrics.
Identify at-risk clients and escalate risks or challenges to help retain client business.
Build trusted client relationships by understanding their business objectives, operational challenges, and long-term goals.
Provide excellent customer service and support contract renewals and client referrals.
Collaborate with engineering teams to promote a customer-first mindset and align technical deliverables with client expectations.
Visit clients routinely and facilitate introductory meetings for new clients.
Correspond weekly with the points of contact for assigned accounts.
Participate in new-client onboarding by learning client business practices and helping engineering teams understand client priorities.
Procure hardware and software quotes and present them to clients in conjunction with the procurement department.
Participate in daily and weekly operations meetings to track timely task and project closures.
Partner with the sales team to attract new business.
Perform other duties as assigned.

Benefits

Health, dental, and vision insurance, with premiums paid up to 99% for employee coverage.
PPO, HDHP, HMO, and ACO plan options and multiple carrier options.
Dependent-care and medical flexible spending accounts, health savings account options for qualified plans, and supplemental insurance options.
$10,000 employer-paid life insurance and AD&D, with the option for employees to buy additional coverage.
Paid holidays.
Paid time off.
Paid sick leave.
Flexible hybrid work environment.
401(k) retirement plan.
Professional training and development opportunities.