Enterprise Technical Account Manager — Remote

Ladders; United States; On-site; USD 110,000 - 190,000; Full time

Benefits offered by this job

Comprehensive health insurance

401(k) retirement plan with company  匹

Generous paid time off and holidays

Professional development opportunities

Remote work options

Job summary

Our client is seeking a Technical Account Manager to support enterprise customer accounts from a remote US-based role. You will work with account executives, architects, and delivery teams to ensure service delivery aligns with client expectations, driving value and retention.

You will manage escalations, renewals, and opportunities for account growth, producing monthly reports and coordinating with PMO on ad hoc contracts. Excellent communication and technical acumen are essential.

Qualifications

• Minimum 5 years in IT account management, managed services, or project management.
• Experience leading remote teams and coordinating multiple projects.
• Strong ability to prioritize and manage multiple tasks.
• Excellent customer expectation management and trusted-advisor skills.
• Familiarity with CRM/helpdesk systems; Microsoft tools a plus.
• Ability to identify escalation opportunities and drive resolution.
• Technical understanding of complex business requirements and trends.

Responsibilities

• Manage support and service for assigned accounts with a focus on customer retention.
• Ensure IT service delivery meets client expectations and resolve issues promptly.
• Identify opportunities to enhance customer satisfaction and value.
• Direct and manage customer technical resources for optimal service.
• Serve as the first escalation point for support requests for customers.
• Coordinate with managing architects on escalations and resources.
• Work with account executives to address issues and identify additional work opportunities.
• Respond to technical issues and drive resolution.
• Manage annual renewals by proving value and identifying sales opportunities.
• Produce monthly reports for internal use and customer invoicing.
• Oversee ad hoc contract work aligned with PMO methodologies.
• Oversee FastTrack engagements.

Skills

CRM systems

Escalation management

Customer success

Project coordination

Microsoft tools

Education

Bachelor's degree

PMP certification

Tools

MS Office

Helpdesk software

Job description

Our client is seeking a Technical Account Manager to support enterprise customer accounts from a remote US-based role. You will work with account executives, architects, and delivery teams to ensure service delivery aligns with client expectations, driving value and retention.

You will manage escalations, renewals, and opportunities for account growth, producing monthly reports and coordinating with PMO on ad hoc contracts. Excellent communication and technical acumen are essential.