Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage customer relationships within the designated portfolio, including success plans, executive communications, renewal risk assessment, and the overall client experience.

• Facilitate client onboarding in collaboration with Project Management and Service Delivery teams.

• Define clear criteria for completion and enhance onboarding procedures using reusable templates.

• Oversee client offboarding processes, including removal of access, documentation, and final transitions.

• Maintain dynamic success plans that capture business objectives, desired outcomes, account health, and BMX delivery metrics.

• Identify and map executive sponsors, champions, and decision-makers for every client.

• Take charge of QBR agendas, roadmap narratives, and strategic communication.

• Manage VIP engagement and communication with stakeholders.

• Anticipate renewals, pinpoint risks, finalize renewals, and manage relationship-risk escalations.

• Discover and assess expansion opportunities within existing accounts.

• Oversee the client-facing documentation ecosystem, ensuring resources align with operational workflows.

• Capture and relay customer feedback to guide service improvements, automation, and tooling choices.

• Establish project scope and expectations, including timelines, priorities, and boundaries.

• Convert client priorities into clear directives for engineering and project teams.

• Develop the Customer Success playbook and scalable frameworks for onboarding, success planning, QBRs, and renewals.

⛳️ Requirements

• Proven experience in a customer-facing role at an MSP, MSSP, IT services firm, or a similar B2B technology services organization.

• Ability to coordinate effectively among both technical and non-technical stakeholders.

• Track record of establishing and maintaining repeatable processes.

• Outstanding written and verbal communication skills.

• Capability to translate technical information into business outcomes for executive audiences.

• Comfort in shaping a role as it evolves and influencing others rather than relying solely on authority.

• Confidence in presenting to executives and key decision-makers.

• Proficient with ticketing, documentation, and collaboration tools.

• Previous experience as a CSM, account manager, or in service delivery within an MSP or MSSP context is highly advantageous.

• Technical proficiency in networking, security, and cloud concepts.

• Familiarity with customer success frameworks such as success planning, health scoring, QBR design, or formal MSP methodologies.

• ITIL Foundation certification, customer success certifications, or similar credentials are a significant plus.

• Experience with HaloPSA and Hudu is also highly favorable.

• Availability to work during Pacific Time business hours.

• Willingness to travel occasionally to client sites.

• Legal authorization to work in the United States.

• Openness to undergo a background check following a conditional job offer.

• Practical experience in IT, networking, or security, such as managing Microsoft 365 or Google Workspace, configuring firewalls, switches, or Wi-Fi, or overseeing endpoints.

• Experience in onboarding new clients onto a service or platform from contract signing to steady-state operations.

🏝️ Benefits

• Eligibility for variable company profit sharing.

• Fully remote work setup.

• Opportunity for occasional travel to client sites for in-person meetings.