Technical Account Manager
About The Position
Black Mountain Dynamics (BMX) is seeking a Technical Account Manager to own client relationships and the customer experience after a sale closes. Customer Success is an early-stage function at BMX, so the role will build the playbook and establish repeatable frameworks for onboarding, success planning, quarterly business reviews (QBRs), and renewals. The Technical Account Manager owns the assigned client book, including success plans, executive communications, relationship maps, VIP cadence, renewal forecasting and risk, renewal closes, expansion opportunity qualification, and escalations related to trust, executive pressure, or retention risk. The role coordinates the administrative and client-facing aspects of onboarding and offboarding in partnership with Project Management and Service Delivery, and defines and improves onboarding processes and templates. It also owns QBR agendas and strategic narratives, client-facing documentation, customer feedback capture, and clear scope and expectation setting based on each client's environment. This role does not own service execution or technical execution of onboarding, offboarding, or deployments; those responsibilities sit with Service Delivery. Technical Project Management owns project plans, timelines, dependencies, and status reporting. The role is not responsible for service desk overflow or new-logo sales. The successful candidate is relationship-first, operationally disciplined, proactive in communication, effective across functions without becoming a bottleneck, and comfortable shaping a developing function through influence and sound judgment.
Requirements
- Experience in a customer-facing role at an MSP, MSSP, IT services firm, or similar B2B technology services business.
- Comfort coordinating across technical and non-technical stakeholders.
- Demonstrated operational rigor and ability to build and maintain repeatable processes rather than relying on tribal knowledge.
- Comfort owning the administrative spine of cross-functional work.
- Exceptional written and verbal communication skills, including the ability to translate technical context into business outcomes for executive audiences.
- Comfort shaping an evolving role and operating through influence rather than direct authority.
- Confidence leading high-stakes presentations for executives and decision-makers.
- Proficiency with ticketing, documentation, and collaboration platforms, and ability to learn new systems quickly.
Nice To Haves
- Prior customer success, account management, or service delivery experience in an MSP or MSSP environment.
- Technical literacy in networking, security, and cloud concepts sufficient to coordinate confidently with engineers and clients; deep technical execution is not required.
- Exposure to customer success frameworks, including success planning, health scoring, QBR design, or formal MSP frameworks.
- ITIL Foundation, customer success certifications, or similar credentials.
- Familiarity with HaloPSA and Hudu.
Responsibilities
- Own relationships and the overall client experience across an assigned book of business, including success plans, executive communication, renewal risk visibility, and client satisfaction.
- Coordinate the administrative, documentation, and client-facing aspects of onboarding with Project Management and Service Delivery; establish definitions of done and improve the process with reusable templates.
- Coordinate client offboarding, including access removals, documentation, and final handoffs, in partnership with relevant teams.
- Maintain a living success plan for each account, documenting business goals, desired outcomes, account health, and BMX's delivery against those outcomes.
- Maintain current relationship maps of each client's executive sponsors, champions, and decision-makers.
- Own QBR agendas, roadmap narratives, and strategic messaging, incorporating operational reporting from Service Delivery into a coherent client story.
- Manage VIP cadence and stakeholder communications across the assigned book, communicating clearly and proactively.
- Forecast renewals, identify risks, and close renewals for assigned clients; own escalations involving trust, executive pressure, or retention risk.
- Identify and qualify expansion opportunities within existing accounts, including additional services, sites, users, and project work.
- Own the client-facing documentation ecosystem and partner with Service Delivery to ensure resources are intuitive and reflect operational workflows.
- Capture and surface client feedback to inform service improvements, automation roadmap, and tooling decisions.
- Set clear project timelines, priorities, and boundaries with clients based on their environments before a technical path is finalized.
- Translate client priorities into clear inputs for engineering and project teams and coordinate across functions without becoming a bottleneck.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
