Senior Technical Account Manager

Cts; New York (NY); Hybrid; USD 100,000 - 135,000; Full time

Benefits offered by this job

Competitive compensation

Health Insurance (medical, vision,  d-

401(k) with company match

Flexible Spending Account

Job summary

CTS, based in Brooklyn, NY, seeks a Senior Technical Account Manager for k-12 clients to align technology with school goals and manage multi-site CTS engagements.

You will lead strategic planning, drive technology roadmaps, and coordinate CTS resources to deliver value and secure long-term partnerships. Hybrid work is available, with regional travel as needed.

Qualifications

• 7–10+ years in technology services with client-facing strategic roles like Senior TAM or IT Director
• Ability to translate client goals into practical technology plans and budgets
• Experience growing client accounts by expanding services to solve business problems
• Proven ability to manage client relationships and resolve conflicts with clear context
• Experience building OPEX and CAPEX budgets and roadmaps with budgeting tools
• Working knowledge of core network infrastructure and cybersecurity best practices
• Hands-on or consulting experience with Microsoft 365 and Google Workspace
• Excellent written, verbal, and presentation skills for non-technical leaders
• Strong ownership mindset and ability to manage competing priorities

Responsibilities

• Serve as the client’s trusted technology advisor and build relationships with key contacts
• Translate client needs into actionable CTS services and teams
• Monitor client health through monthly reviews and risk management
• Lead quarterly strategic planning meetings and technology roadmaps
• Conduct regular check-ins to review issues and evolving needs
• Identify opportunities for new or expanded services and present proposals
• Advocate for clients across CTS departments and manage PARC process
• Coordinate training on core technologies like Microsoft 365 and Google Workspace
• Own the opportunity pipeline and meet quarterly forecast
• Explain invoicing questions and demonstrate value
• Manage client projects as needed and support referrals for new business

Skills

Senior TAM experience / vCIO

Business goals to technology plans

Budgeting and roadmaps

Client relationship management

MS 365 / Google Workspace / cloud

Excel/Sheets budgeting

Technology assessments

Tools

ConnectWise

Autotask

Job description

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting‑edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries. Learn more about us at https://www.charterts.com

JOB OVERV I EW

The Senior TAM connects the dots between what our clients need and how they use CTS services, so their technology keeps moving their organizations and partnership with CTS forward.

As a Senior Technical Account Manager for k-12 clients, you are the primary advocate and trusted advisor for a set of multi-site Charter School clients within CTS who will partner with the Senior Technical Account Manager to purchase new technology equipment, to elevate a service request, or to discuss a new technology initiative within their organization.

You will run the Strategic Planning Meetings where you will analyze each client’s technical environment, their business goals as it relates to technology, and develop a long‑term IT roadmap.

You will be focused on a subset of larger clients in the k-12 Sector where you will provide a deeper integration with their organization, helping them to utilize technology to the fullest potential, ensuring a healthy relationship, and bringing in the right resources within CTS to get your clients the answers they need. There is a heavy emphasis on process and procedures around technology and being a thought partner for unique environments that each organization has.

RESPONSIBILITIES

• Serve as the client’s trusted technology advisor. Build strong relationships with key contacts so you understand their business goals, challenges, and how CTS services support them.
• Turn client needs into action. Connect what clients are trying to achieve with the CTS services, technologies, and teams that can help them get there.
• Monitor client health through monthly internal reviews, looking at service usage, satisfaction, profitability, and technology risk to spot gaps early and keep clients getting full value.
• Lead recurring technology assessments and quarterly strategic planning meetings that link each client’s priorities to a clear technology roadmap.
• Hold regular tactical check‑ins with clients to review open issues, service performance, and changing needs, and make sure their services keep up with how the business works.
• Find opportunities where new or expanded services would solve real client problems. Partner with Solutions to develop and present technical proposals for L3 technologies.
• Advocate for clients across every CTS department. Answer questions, elevate issues to the right teams, and own the Potential At Risk Client (PARC) Process to catch and address client risk early.
• Help clients get more out of the tools they already have by running recurring and one‑off training events (such as Lunch & Learns) on core technologies like Microsoft 365, Google Workspace, and Smart Boards.
• Own the opportunity pipeline and meet the quarterly NRR forecast by growing accounts based on client needs.
• Answer client invoicing questions so clients understand what they pay for and the value it delivers.
• Manage client projects when needed, based on capacity and client requirements.
• Build on client relationships to develop referrals for new business.

QUALIFICATIONS | SKILLS

• 7–10+ years in technology services, including client‑facing strategic roles such as Senior TAM, vCIO, or IT Director, ideally at a Managed Services Provider.
• Proven ability to understand a client’s business goals and turn them into practical technology plans, budgets, and service recommendations.
• Experience growing client accounts by finding where new or expanded services solve real business problems.
• Proven ability to manage client relationships through difficult conversations. Spot misalignment early, whether it’s about expectations, scope, or service value, and elevate it to the right people with clear context. Work toward resolutions that rebuild trust and keep the relationship strong.
• Experience building OPEX and CAPEX budgets and technology roadmaps, with strong Excel/Sheets skills for budgeting and reporting.
• Working knowledge of core network infrastructure (switches, wireless, firewalls, WAN connectivity) and of cybersecurity risk and best practices.
• Hands‑on or consulting experience with Microsoft 365, Google Workspace, and other cloud services.
• Excellent written, verbal, and presentation skills, including the ability to explain technical topics to non‑technical leaders.
• Strong sense of ownership, with the ability to manage competing priorities and adapt quickly as client needs change.

PREFERRED

• Experience with K‑12 organizations.
• Project management certification (CAPM, PMP).
• Familiarity with MSP tools such as ConnectWise, Autotask, or similar PSA/RMM platforms.

WORK SCHEDULE & LOCATION

The hours for this position are typically 9 AM to 5:30 PM EST, with some occasional after‑hours work required based on client requests. This position is hybrid based out of Brooklyn, NY. Local travel throughout NYC (5 boroughs) and occasional regional travel is expected. It is acceptable to work from home when not at client locations, with the expectation of working in our Brooklyn office at least 1 day per week.

COMPENSATION

The salary range for this role is $100,000 to $135,000 annually.

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee‑only plans and 75% covered for employee‑spouse, employee‑kids, and employee‑family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Short‑Term Disability Insurance fully paid by the company
• Long‑Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• 10 Holidays
• 2 Floating Holidays

CTS participates in the E‑Verify Program. As part of this program, the company provides the federal government with your Form I‑9 information to confirm your employment eligibility in the United States. Learn more at www.e‑verify.gov (information available in English and Spanish).

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to [e-mail] once you’ve begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Voluntary Self‑Identification

For government reporting purposes, we ask candidates to respond to the below self‑identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in CTS’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.