Technical Account Manager

This is a fully remote position, open to applicants in Arizona, +7 more states.

📋 Description

• Take charge of the daily client relationship and act as the main operational point of contact and advocate for the client.

• Establish reliable relationships through proactive communication, regular check-ins, and consistent follow-through.

• Assess client satisfaction, account health, service performance, and retention risks, taking appropriate actions when issues arise.

• Oversee service delivery across engineering, support, project, consulting, and vendor teams.

• Handle client issues and operational escalations, determining priorities, resources, communication methods, and escalation procedures.

• Drive complex client issues towards resolution while ensuring accountability for commitments and follow-through.

• Analyze service trends, recurring issues, and client feedback to identify risks and suggest service enhancements.

• Assist with onboarding, offboarding, service transitions, contract management, billing inquiries, and ensuring invoicing accuracy.

• Collaborate with Consultants and Engineers to identify client requirements, growth opportunities, and viable solutions.

• Develop and propose retention and growth strategies that balance client needs, technical feasibility, and long-term account value.

• Prepare, present, and follow up on proposals and recommendations while maintaining precise renewal and growth forecasts.

• Aid clients in understanding the business value and operational effects of suggested investments.

• Support Net Revenue Retention goals through client retention, expansion efforts, and effective account management.

• Complete daily time entries and fulfill additional duties as assigned.

⛳️ Requirements

• A minimum of 3 years of experience in client relationship management, account management, or a related field, preferably in IT services, consulting, or managed services.

• Bachelor’s degree in technology, business, or a related field, or a combination of education, certifications, and relevant professional experience.

• A valid driver's license and automobile insurance are required.

• Willingness to travel locally to client sites as necessary.

• Strong comprehension of IT Service Management (ITSM) principles and practices.

• Experience in IT services, consulting, or a Managed Service Provider (MSP) environment.

• Proficient in Microsoft Office Suite.

• Excellent organizational skills with the ability to manage multiple priorities effectively.

• Strong judgment, critical thinking, and effective problem-solving abilities.

• Client-centered approach and a commitment to delivering high-quality outcomes.

• Exceptional written and verbal communication skills.

• Strong interpersonal abilities and capacity to build trustworthy relationships with clients and internal teams.

• Ability to prioritize tasks efficiently, meet deadlines, and adapt to changing client needs.

• Final candidates will be required to undergo a comprehensive background check.

🏝️ Benefits

• Comprehensive total compensation package.

• Attainable quarterly bonuses.

• Competitive insurance benefits, including health, dental, vision, life, and disability coverage.

• 401(k) plan with employer matching.

• Generous Paid Time Off policy.

• Reimbursement for parking and mileage.

• A variety of stocked snacks, sodas, coffee, and treats, including healthy options.

• Monthly team activities such as trivia nights, holiday parties, and more.

• Opportunities for monthly training and career advancement.

• Flexibility in scheduling.

• Possibility to carve out your own niche within the organization.

• Ample opportunities for internal growth and promotion.

• Strong emphasis on maintaining a work/life balance.