Technical Account Manager

Innovative Solutions•Rochester, NY

20h•$75,000 - $95,000

About The Position

The Technical Account Manager will be responsible for serving as the primary technical liaison for our managed IT services customers, ensuring exceptional service delivery and identifying opportunities for account growth. This role focuses primarily on our traditional IT services portfolio while providing opportunities to develop cloud expertise and grow into our expanding AWS practice. The ideal candidate will combine strong technical troubleshooting skills with excellent customer relationship management abilities to maintain high customer satisfaction and drive business growth.

Requirements

Bachelor's degree or Associate degree plus 3+ years of relevant IT experience
2+ years in a hands-on technical role (networking, security, cloud platforms, infrastructure, etc.)
Proven experience assessing customer environments and recommending improvements
Demonstrated ability to tailor solutions to customer needs and present them clearly to non-technical audiences
Experience coordinating small projects from planning through execution; formal project management experience is a plus
Strong documentation and communication capabilities
Ability to work effectively in a remote environment with demonstrated time management skills
Strong technical foundation in IT infrastructure and services
Natural customer service orientation with excellent communication skills
Ability to translate complex technical concepts into business language
Proactive problem-solving mindset with attention to detail
Interest in learning cloud technologies and growing into the AWS practice
Strong organizational skills with ability to manage multiple customer relationships
Collaborative approach to working with internal teams and customers
Business acumen to identify growth opportunities within existing accounts
Adaptability and willingness to learn new technologies and processes
Professional demeanor suitable for executive-level customer interactions

Nice To Haves

Experience in an MSP (Managed Service Provider) environment
Background in customer-facing technical roles or technical account management
Familiarity with ITIL frameworks or similar service management methodologies
Experience with ticketing systems and service management tools
Basic understanding of cloud computing concepts (AWS, Azure, or similar)
Previous experience in professional services or consulting environments

Responsibilities

Serve as the primary point of contact for assigned Managed Services accounts, building trust and delivering exceptional support
Meet regularly with customers to review service performance and align technology roadmaps with business goals
Maintain high customer satisfaction scores and Net Promoter Scores (NPS)
Ensure timely response to customer inquiries and proactive communication of service updates
Consult with customers to understand their business and technical objectives; recommend architecture, security controls, and best-practice solutions
Own and resolve customer escalations and requests efficiently and effectively
Communicate status updates, planned changes, and maintenance activities in plain language to non-technical stakeholders
Coordinate with internal engineering and support teams to ensure services are delivered efficiently and meet SLAs
Partner with the sales team to identify and execute cross-sell and up-sell opportunities within existing accounts
Meet quarterly targets for identifying new service opportunities within assigned accounts
Contribute to account growth metrics and revenue expansion
Develop and maintain comprehensive account plans for assigned customers
Stay current on emerging technologies and service offerings to better advise customers
Achieve AWS Cloud Practitioner certification within six months of hire
Maintain accurate customer documentation and interaction records
Contribute to internal knowledge base and best practices documentation