Technical Account Manager

Archer; United States; On-site; USD 110,000 - 190,000; Full time

Job summary

Planet Technologies, a leading Microsoft services provider, seeks a Technical Account Manager to support strategic clients within the public sector. You will ensure delivery of Advantage Services, guide customers, and manage a team of engineers to achieve business objectives.

You’ll work across Managed Services to drive customer success, prepare reports, and identify opportunities for value and expansion while coordinating with internal teams for escalations and renewals.

Qualifications

• Five+ years of experience in IT customer account management or IT project management.
• Experience with large, remotely based teams and multiple complex projects.
• Ability to assimilate information quickly and manage multiple priorities.

Responsibilities

• Manage and support assigned accounts with focus on customer retention and daily interactions.
• Oversee service delivery to ensure IT services meet or exceed SLAs and are resolved promptly.
• Identify opportunities to increase customer satisfaction and value-adds.
• Direct work of customers' technical resources and escalation points.
• Coordinate with internal teams for technical escalations and opportunities with Account Executives.
• Prepare monthly internal and client reports and manage hourly contract work per PMO guidelines.
• Oversee Microsoft FastTrack engagements and renewals.

Skills

Customer account management

Project management

CRM knowledge

Stakeholder communication

Trusted advisor

Education

Bachelor’s degree

PMP certification preferred

Tools

CRM & helpdesk systems

Microsoft tools

Job description

Archer is collaborating with Planet Technologies to connect them with exceptional professionals for this role.

Planet Technologies, the Nation’s leading Microsoft services provider to the public sector, is looking for a highly motivated individual to join our growing team as Technical Account Manager. In this role, you will be supporting impactful projects that make a difference for our country.

As a member of the Managed Services team this position is focused on providing customers with a voice, support, guidance, and resources to facilitate customer business objectives and success utilizing Planet’s managed services offerings. This role will work to ensure that Planet’s Advantage Services are delivered, and maintained in a way that meets the needs and expectations of our clients in a large organization and has managed a team of engineers.

Responsibilities

• Manage, support and service assigned set of accounts with focus on customer retention providing daily customer support interactions with the Managed Services Engineers and Consultants
• Service Delivery to manage the delivery of IT services to clients, ensuring that service levels are met or exceeded, and that any issues are resolved in a timely and effective management.
• Identify ways to increase customer satisfaction and increase value-add for customers.
• Identify customer service opportunities and manage and direct the work of the customer’s technical resources.
• Serve as a stable escalation and contact point for support requests and escalations on behalf of our customers. “First” escalation point on from Engineers should be the Customer Service Managers.
• Coordinates with other Managing Architects and Technical resources at Planet when a technical escalation is needed beyond the Managed Services Team.
• Coordinate internally with Account Executives to ensure they are looped into any issues or potential additional work opportunities of their clients.
• Coordinate with the managed services Managing Architect for technical resources assignment and allocation.
• Responds to customer technical issues and drives resolution.Manage annual renewals providing customer with both quantitative and qualitative proof of value, add-on sales, and service opportunities with the ability to provide insight into other managed services offerings provided by Planet
• Produces monthly internal and customer reports to ensure that managed services customers are accurately invoiced.
• Manage hourly ad hoc (OLC) contract work as project manager according to project management methodologies published by Planet’s PMO
• Management of Microsoft FastTrack engagements

Qualifications

• Five (5) years of experience with IT customer account management, IT managed services, or IT project management preferably in a Managed Services organization
• Previous experience effectively working in large remotely based teams and managing multiple complex projects simultaneously
• The ability to assimilate information quickly, think on your feet and manage multiple priorities effectively
• Exceptional skills with managing customer expectations and the experience providing "trusted advisor" level service
• Experience with CRM and helpdesk systems as well as knowledge of Microsoft tools and systems is a plus
• Ability to identify when and how to elevate issues effectively
• Technical Abilities include the ability to read and understand complex business requirements.
• Awareness of current development trends and demonstration of continuous learning.
• Bachelor’s degree and PMP certifiation preferred.

Planet Technologies is the leading provider of Microsoft Consulting Services to public sector and commercial organizations. Planet has significant experience in deploying business intelligence, cloud services, unified communications, and systems management with an emphasis building, deploying, and managing custom solutions that transform the business operations of federal government agencies.

Planet Technologies does not discriminate in employment opportunities, terms and conditions of employment, or practices. All qualified applicants will receive consideration for employment without regard to race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, protected veteran status, or any characteristic protected by law. Federal Agency Clearance Requirements may require up to a 10-year background investigation - US Citizenship (clearable) is required.

Salaries for Technical Account Managers at Planet Technologies range from $110,000 and $190,000.

Several factors will impact final pay offered to a successful candidate including but not limited to the type and years of experience within the job, clearance level, the type of years and experience within the industry, education, training, etc.

Visit www.go-planet.com to learn more about us. Details about our benefits can be found here Planet Technologies Benefit Guide 2025-2026