Technical Account Manager

Red Cup IT, Inc.; Los Angeles (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

A Managed Service Provider is seeking a Technical Account Manager (TAM) to bridge client business goals and technical execution. Responsibilities include auditing client environments, leading business reviews, and managing vendor relationships. Required skills include advanced knowledge of Microsoft 365, networking, and consultative selling. The role necessitates strong communication to translate technical details for business stakeholders. Candidates should have a bachelor's degree and at least 5 years in a senior technical role. This position is based in Los Angeles, California.

Qualifications

• 5+ years in a senior technical role (Tier 3 Tech or Team Lead).
• At least 1–2 years in a client-facing or advisory capacity.
• Certifications like CompTIA Network+/Security+, Microsoft 365 Certified: Administrator Expert.

Responsibilities

• Regularly auditing client environments against MSP's standards.
• Leading quarterly meetings to present health reports and risk assessments.
• Developing 1-3 year technology plans for clients.
• Identifying technical gaps and drafting initial scope of work.
• Managing complex technical issues not solvable by help desk.

Skills

Advanced knowledge of Microsoft 365

Virtualization knowledge (VMware/Hyper-V)

Networking skills (VLANs, Firewalls, VPNs)

Consultative selling

Public speaking

Empathy & Patience

Education

Bachelor's degree in IT, CS, or equivalent experience

Tools

ITGlue

Liongard

Hudu

Job description

We are looking for a Technical Account Manager (TAM) at a Managed Service Provider (MSP) who is the bridge between a client's business goals and the MSP’s technical execution. Unlike a standard Account Manager who focuses primarily on renewals and sales, a TAM is a highly technical consultant who ensures that a client's infrastructure actually aligns with industry best practices and their specific organizational needs.

Core Responsibilities

The TAM role is often summarized as "The Guardian of the Client Standards." They are proactive rather than reactive.

• Technology Alignment: Regularly auditing client environments against the MSP's "Standard Stack" (e.g., ensuring all firewalls, backups, and cloud configurations meet specific security and performance benchmarks).
• Technical Business Reviews (TBRs): Leading quarterly or semi-annual meetings with clients to present health reports, risk assessments, and infrastructure roadmaps.
• Strategic Roadmapping: Developing 1–3 year technology plans that forecast hardware replacement cycles, cloud migrations, and security upgrades.
• Project Scoping: Identifying technical gaps (e.g., an aging server) and drafting the initial scope of work (SOW) for the project team to implement.
• Escalation Management: Serving as the senior point of contact for complex technical issues that the help desk cannot resolve or that have significant business impact.
• Vendor Management: Acting as the client's advocate when dealing with third-party vendors (ISPs, line-of-business software providers, etc.).

TAM vs. vCIO: What’s the Difference?

In many MSPs, these roles overlap, but they have distinct focuses:

• Feature
  Technical Account Manager (TAM)
  Virtual CIO (vCIO)
• Primary Focus
  Technical standards and alignment.
  Business strategy and ROI.
• Conversation
  "Is your backup configured correctly?"
  "How can IT help you increase revenue?"
• Deliverable
  Alignment reports and project quotes.
  IT budgets and multi-year strategies.
• Perspective
  Internal infrastructure health.
  External business competition/compliance.

Required Skills & Qualifications

A successful TAM needs to be "bilingual"—fluent in both "Server-speak" and "C-Suite-speak."

Technical Skills

• Infrastructure Depth: Advanced knowledge of Microsoft 365 (Intune, SharePoint, Azure AD), Virtualization (VMware/Hyper-V), and Networking (VLANs, Firewalls, VPNs).
• Cybersecurity Frameworks: Familiarity with NIST, CIS, or SOC2 standards to ensure client environments are compliant.
• Documentation: Proficiency in MSP tools like ITGlue, Liongard, or Hudu to maintain "the source of truth" for client environments.

Soft Skills

• Consultative Selling: The ability to recommend solutions (upselling) based on actual technical needs rather than just hitting a sales quota.
• Public Speaking: Comfort presenting technical data to non-technical business owners or board members.
• Empathy & Patience: Navigating high-pressure situations when a client is frustrated by technical debt or outages.
  

Key Performance Indicators (KPIs)

How is a TAM’s success measured? It’s usually a mix of technical health and financial growth.

1. Alignment Score: The percentage of a client’s environment that matches the MSP’s best-practice standards.
2. Reactive Hours per Endpoint (RHe): A primary goal is to reduce the number of support tickets a client submits by proactively fixing the root causes.
3. Client Retention Rate: Ensuring the client stays satisfied and sees the value of the MSP.
4. Project Revenue: The value of the technology upgrades recommended and successfully scoped by the TAM.
   

Experience Requirements

• Education: Bachelor’s degree in IT, CS, or equivalent experience.
• Certifications: CompTIA Network+/Security+, Microsoft 365 Certified: Administrator Expert, or specialized vendor certs (Cisco, Fortinet, Sophos).
• Experience: 5+ years in a senior technical role (Tier 3 Tech or Team Lead) with at least 1–2 years in a client-facing or advisory capacity.