Technical Account Manager

Rock Technology; Cedar Rapids (IA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

401(k) with matching

Health, Dental and Vision insurance

Paid time off

Job summary

Rock Technology is seeking a proactive Technical Account Manager to oversee strategic client relationships and successful service delivery. You will bridge clients with technical teams, guiding roadmaps and ensuring value through strong communication and leadership in a fast-growing MSP environment.

The role emphasizes Microsoft 365, cybersecurity, backups, and renewal support, with opportunities to upsell and coordinate cross-functional teams. A Driver's license is required.

Qualifications

• 1–4 years in IT account management, help desk leadership, or technical sales.
• Strong understanding of Microsoft 365, EDR/MDR, cloud backups, networking.
• Familiarity with PSA/RMM platforms (HaloPSA, NinjaOne).
• Excellent written and verbal communication.

Responsibilities

• Act as the primary point of contact for assigned clients.
• Conduct regular QBRs and client check-ins.
• Advocate for client needs and ensure service expectations are met.
• Develop and maintain client technology roadmaps aligned with goals.
• Provide recommendations on Microsoft 365, cybersecurity, backups, and modern workplace tools.
• Review infrastructure and performance metrics for improvements.
• Educate clients on cybersecurity best practices and coordinate risk reviews.
• Monitor ticket trends and coordinate with teams for timely resolutions.
• Identify upsell opportunities and support renewals and proposals.

Skills

IT account management

Customer communication

Technical sales

Roadmap planning

Cybersecurity basics

Education

Microsoft 365 Fundamentals

CompTIA Network+/Security+

ITIL Foundations

Tools

HaloPSA

NinjaOne

Job description

Job Description

Are you looking to join a fast-growing group of IT professionals? Rock Technology offers plenty of room to grow in your career with learning & development opportunities as well as an extremely diverse workload from one day to the next.

Rock Technology is a rapidly growing company in a fast-paced industry; thus, you must be able to learn on the fly and continually add to your skillset. We are seeking an individual that will work well as part of our team, but also able to take the reins and “get stuff done” daily.

Our Perfect Candidate

We are seeking a proactive and technically fluent Technical Account Manager (TAM) to manage strategic client relationships, ensure successful service delivery, and support the growth of our Managed Services business.

The TAM serves as the bridge between our clients and technical teams, delivering value through communication, technology alignment, and roadmap planning.

Responsibilities

Client Relationship Management

• Act as the primary point of contact for assigned clients
• Conduct regular QBRs (Quarterly Business Reviews) and client check-ins
• Advocate for client needs internally and ensure service expectations are met

Technical Advisory & Road Mapping

• Develop and maintain client technology roadmaps aligned with business goals
• Provide recommendations around Microsoft 365, cybersecurity, backups, and modern workplace tools
• Review infrastructure and performance metrics to recommend improvements

Security & Compliance

• Educate clients on cybersecurity best practices (EDR, MDR, MFA, DLP, BCDR)
• Coordinate vulnerability scans, risk assessments, and insurance-driven reviews
• Ensure clients are aligned with industry compliance requirements (e.g., HIPAA, CMMC, NIST, CIS)

Service Coordination

• Monitor ticket trends, recurring issues, and client satisfaction
• Work with service and project teams to ensure timely resolutions and transparency
• Assist in onboarding/offboarding of clients and periodic service audits

Sales Enablement & Renewal Support

• Identify and scope upsell/cross-sell opportunities (e.g., licensing, upgrades, security tools)
• Partner with Business Development for renewals, quotes, and proposals
• Maintain updated client documentation in PSA and asset management tools

Desirable Experience

Required:

• 1-4 years in IT account management, help desk leadership, or technical sales
• Strong understanding of Microsoft 365, EDR/MDR, cloud backups, networking, and SMB IT environments
• Familiarity with PSA/RMM platforms (e.g., HaloPSA, NinjaOne)
• Excellent written and verbal communication
• Ability to present technical concepts to non-technical stakeholders
• Must possess and maintain a current, valid Drivers License

Preferred:

• Experience in an MSP or IT services environment
• Certifications: Microsoft 365 Fundamentals, CompTIA Network+/Security+, ITIL Foundations

Soft Skills

• Client-first mindset with a consultative approach
• Strong organizational and time management skills
• Ability to manage multiple accounts and competing priorities
• Comfortable working both independently and as part of a team

Physical Demands:

• Must be able to remain in a seated or standing position for prolonged periods of time.
• Must be able to lift and carry or otherwise move 25/50 pounds occasionally.

Benefits:

• 401(k) with matching
• Health, Dental and Vision insurance
• Paid time off