IT Technical Account Manager

DataPerk; Birmingham (AL); Hybrid; USD 70,000 - 100,000; Full time

Job summary

DataPerk is seeking a customer-focused Technical Account Manager to blend relationship management, account growth, and Tier 1 technical support. The role serves as the primary contact for assigned clients in Arkansas, with onsite and remote MSP support for local customers.

The ideal candidate will discuss business goals with decision-makers while resolving end-user IT issues and supporting diverse IT environments.

Qualifications

• Bachelor's degree preferred or equivalent experience.
• 1+ year in B2B sales, account management, or customer relationships.
• 1+ year of technical support or IT service experience.
• Strong MS Office skills, especially Excel and PowerPoint.
• Experience with CRM and ticketing systems.
• Excellent organization, communication, and customer service skills.
• Knowledge of IT networking, Internet tech, and cloud services.
• Ability to balance client relationships with technical responsibilities.

Responsibilities

• Develop trusted client relationships to promote partnership, retention, and loyalty.
• Maintain knowledge of DataPerk services and communicate recommendations.
• Review Autotask queues, accounts, tickets, and recurring issues.
• Conduct regularly scheduled client calls and onsite visits.
• Represent DataPerk at community events and business organizations.
• Document and manage client concerns, opportunities, and escalations.
• Maintain company and client records per policies.
• Source, schedule, track, and communicate orders as required.
• Create and present sales estimates and proposals.
• Distribute monthly client reporting and account reviews.
• Follow sales processes and maintain CRM records.
• Conduct onsite and online presentations of DataPerk solutions.
• Manage service proposals, contracts, and lease agreements.
• Contribute referrals, leads, KPI reporting, and account health assessments.
• Document internal processes and suggest service improvements.

Skills

Relationship management

Account growth

Customer service

Sales

Education

Bachelor's degree preferred (IT-related degree a plus)

Tools

Active Directory

Microsoft Exchange

Microsoft 365

CRM platforms

Job description

Position Summary

DataPerk is celebrating 25 years of providing unmatched managed services to our clients and we are now seeking a customer-focused Technical Account Manager who combines relationship management, account growth, and Tier 1 technical support skills. This role serves as the primary point of contact in Arkansas for assigned clients while also providing onsite and remote Tier 1 MSP support for local customers. The ideal candidate is comfortable discussing business goals with decision-makers while also resolving end-user technical issues and supporting IT environments.

Description

DataPerk - Technical Account Manager

Position Summary

DataPerk is celebrating 25 years of providing unmatched managed services to our clients and we are now seeking a customer-focused Technical Account Manager who combines relationship management, account growth, and Tier 1 technical support skills. This role serves as the primary point of contact in Arkansas for assigned clients while also providing onsite and remote Tier 1 MSP support for local customers. The ideal candidate is comfortable discussing business goals with decision-makers while also resolving end-user technical issues and supporting IT environments.

Key Responsibilities

• Develop trusted client relationships that promote partnership, retention, and loyalty.
• Maintain in-depth knowledge of DataPerk services and communicate recommendations to clients.
• Review Autotask queues, accounts, tickets, and recurring support issues.
• Conduct regularly scheduled client calls and onsite visits.
• Represent DataPerk at community events and business organizations.
• Document and manage client concerns, opportunities, and escalations.
• Maintain company and client records in accordance with policies and procedures.
• Source, schedule, track, and communicate orders as required.
• Create and present sales estimates and proposals.
• Distribute monthly client reporting and account reviews.
• Follow established sales processes and maintain CRM records.
• Conduct onsite and online presentations of DataPerk solutions.
• Manage service proposals, contracts, and lease agreements.
• Contribute referrals, leads, KPI reporting, and account health assessments.
• Document internal processes and suggest service improvements.

MSP Tier 1 Technical Skills & Responsibilities

• Join workstations to Active Directory domains.
• Create and manage user accounts in Active Directory, Microsoft Exchange, and Microsoft 365.
• Deploy and configure new computers, including profile and data migrations.
• Install, configure, troubleshoot, and remove software applications.
• Provide antivirus deployment, maintenance, and malware remediation.
• Perform basic help desk support for DataPerk-managed services.
• Perform computer maintenance and hardware troubleshooting.
• Understand and troubleshoot DHCP, DNS, TCP/IP, Ethernet, and basic network connectivity issues.
• Install and test structured cabling and network connections.
• Utilize LAN testing equipment for troubleshooting and validation.
• Support printers, email, Microsoft 365 applications, and end-user devices.
• Document technical work performed and escalated advanced issues appropriately.

DataPerk is an equal opportunity employer and values individuals who are passionate about technology, customer service, and helping businesses succeed.

Requirements

• Bachelor's degree preferred (IT-related degree a plus) or equivalent combination of education and experience.
• At least 1 year of B2B sales, account management, or customer relationship experience.
• At least 1 year of technical support or IT service experience.
• Strong Microsoft Office skills, especially Excel and PowerPoint.
• Experience working with CRM platforms and ticketing systems.
• Excellent organization, communication, and customer service skills.
• Knowledge of IT networking, internet technologies, and cloud services.
• Ability to balance client relationship management with technical responsibilities.

Preferred Attributes

• Self-motivated and capable of managing multiple priorities.
• Comfortable presenting to clients and executives.
• Professional demeanor with strong problem-solving abilities.
• Ability to work independently and collaboratively within a team environment.