Technical Account Manager

Pixel Machinery; Boston (MA); Hybride; USD 85 000 - 140 000; Plein temps

Avantages offerts par ce poste

Health Insurance

401k / Retirement Plan

Life Insurance

Paid Time Off

Family Leave

Training & Development

Work From Home

Free Food & Snacks

Wellness Resources

Résumé du poste

Pixel Machinery, a Boston-based technology consultancy, seeks a Technical Account Manager to own client relationships and act as a trusted technical advisor.

You will partner with clients to understand IT environments, business goals, and challenges, ensuring maximum value from Pixel Machinery’s services. This hybrid role blends strategic customer success with technical expertise in IT systems, SaaS, and automation.

Qualifications

• 5+ years of experience in a Customer Success, Technical Account Management, or IT Consulting role (MSP experience strongly preferred).
• Strong technical foundation across MacOS, Windows OS, networking, SaaS platforms (Microsoft 365, Google Workspace, Okta, JAMF, JumpCloud, etc.).
• Ability to translate technical solutions into business value for non-technical stakeholders.
• Proven success managing client relationships, increasing retention, and driving customer satisfaction.
• Exceptional communication, presentation, and stakeholder management skills.
• Certifications such as CompTIA A+, Okta Administrator, or similar are a plus.

Responsabilités

• Serve as the primary point of contact for a portfolio of clients, building long-term, trusted relationships.
• Partner with client leadership and stakeholders to align IT strategy with business objectives.
• Support renewal and retention efforts by ensuring client satisfaction and demonstrating ROI.
• Proactively identify opportunities to increase client revenue through expanded service and software offerings, including leading related initiatives.
• Act as a technical SME, advising on IT infrastructure, SaaS apps, security, and automation.
• Conduct regular check-ins, quarterly business reviews, and success planning sessions with clients.
• Coordinate with internal technical teams to ensure successful delivery of services and resolution of escalated issues.
• Lead client onboarding and training for new systems or tools.
• Develop and maintain client-facing documentation, playbooks, and best practices.
• Gather and analyze client feedback to drive continuous service improvement.

Connaissances

Customer Success

Technical Account Management

IT Consulting

Stakeholder Management

Communication

SaaS expertise

Client Relationship Management

Outils

MacOS

Windows OS

Networking

Microsoft 365

Google Workspace

Okta

JAMF

JumpCloud

Description du poste

Who we are:

Pixel Machinery is a Boston-based technology consultancy that helps organizations build efficient, flexible, and scalable IT ecosystems. We believe that IT should be automated and unattended as much as possible. We understand that doing so requires technical expertise, careful planning, and effective execution. The result is significant cost-savings, increased productivity, security, and employee efficiency. Our experience in software development, systems administration, and business operations allow us to find the optimum solutions for our clients.

The role at a glance:

We are seeking a Technical Account Manager to own and strengthen client relationships while serving as a trusted technical advisor. In this role, you will partner with clients to understand their IT environments, business goals, and technical challenges — ensuring they receive maximum value from Pixel Machinery’s services. You will also act as a technical SME, advising on solutions, managing escalations, and guiding clients through key projects and initiatives.

This is a hybrid role blending strategic customer success (retention, engagement, satisfaction) with technical expertise (IT systems, SaaS environments, and automation).

Responsibilities:

• Serve as the primary point of contact for a portfolio of clients, building long-term, trusted relationships.
• Partner with client leadership and stakeholders to align IT strategy with business objectives.
• Support renewal and retention efforts by ensuring client satisfaction and demonstrating ROI.
• Proactively identify and define opportunities to increase client revenue through expanded service and software offerings, including supporting and sometimes leading the process to finalize these opportunities.
• Act as a technical SME, advising clients on best practices for IT infrastructure, SaaS applications, security, and automation.
• Conduct regular check-ins, quarterly business reviews, and success planning sessions with clients.
• Proactively identify opportunities to expand client value (process improvements, service adoption, and technical enhancements).
• Coordinate with internal technical teams to ensure successful delivery of services and resolution of escalated issues.
• Lead client onboarding and training for new systems or tools when applicable.
• Develop and maintain client-facing documentation, playbooks, and best practices.
• Gather and analyze client feedback to drive continuous service improvement.

• 5+ years of experience in a Customer Success, Technical Account Management, or IT Consulting role (MSP experience strongly preferred).

• Strong technical foundation with experience across MacOS, Windows OS, networking, SaaS platforms (Microsoft 365, Google Workspace, Okta, JAMF, JumpCloud, etc.).
• Ability to translate technical solutions into business value for non-technical stakeholders.
• Proven success managing client relationships, increasing retention, and driving customer satisfaction.
• Exceptional communication, presentation, and stakeholder management skills.
• Certifications such as CompTIA A+, Okta Administrator, or similar are a plus.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Work From Home
• Free Food & Snacks
• Wellness Resources