Client Tech Strategist & Escalation Lead

Meriplex Communications, Ltd.; Bedford (MA); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401k

PTO

Holiday Pay

Referral bonuses

Job summary

Meriplex Communications is seeking a Technical Account Manager to serve as the virtual IT Manager for a portfolio of clients, ensuring documentation and SOPs are updated and aligned to Meriplex standards.

You will travel to client sites and work from Meriplex offices, manage escalations, coordinate with vCIO and Client Success Managers, and lead operational meetings.

This role requires strong communication, MSP experience, and hands-on knowledge of networks, Windows, and cloud platforms.

Qualifications

• Bachelor’s degree or six-years related experience and/or training; or equivalent combination of education and experience.
• Ideally a minimum of 2 years’ experience working in an MSP.
• Skilled in interpreting documents such as service tickets, manuals and policies.
• Adept in basic arithmetic and unit conversions.
• Proven ability to make decisions quickly under pressure.

Responsibilities

• Act as assigned client Subject Matter Technical Expert.
• Take escalations to resolve issues and requests.
• Accountable to maintain client network and systems documentation and SOPs.
• Evaluate client technology landscape based on set standards.
• Present and collaborate on client evaluations with vCIO and/or Client Success Managers.
• Facilitate and drive client operational meetings.
• Provide Meriplex other operations and sales team guidance and training on assigned clients.
• Proactively review client metrics and KPIs; identify service improvement opportunities.
• Sign off on client onboarding project.
• Track client product maintenance and end-of-life schedule.
• Light project management and delivery.
• Assist with firmware and patch remediation.
• Assist with client RCA delivery.
• Track all time accurately in Meriplex PSA.

Skills

Escalation handling

Client communication

Documentation skills

MSP experience

Project coordination

Analytical thinking

Education

Bachelor’s degree or equivalent experience

Tools

Datto

Kaseya

Windows Server

Azure

VMware

Active Directory

Office365

Exchange Server

Job description

Meriplex Communications is seeking a Technical Account Manager to serve as the virtual IT Manager for a portfolio of clients, ensuring documentation and SOPs are updated and aligned to Meriplex standards.

You will travel to client sites and work from Meriplex offices, manage escalations, coordinate with vCIO and Client Success Managers, and lead operational meetings.

This role requires strong communication, MSP experience, and hands-on knowledge of networks, Windows, and cloud platforms.