Technical Account Manager

VTC Tech; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

VTC Tech is seeking a Technical Account Manager to nurture client relationships and align IT solutions with business goals. You will serve as the main client contact, understand objectives, and recommend technology offerings while coordinating with Help Desk, Projects, and Sales teams.

You will drive client satisfaction and retention, identify growth opportunities, and stay abreast of MSP industry trends. Some travel to visit clients is expected.

Qualifications

• Bachelor’s degree; or five years related experience and/or training; or equivalent combination of education and experience.
• Experience in a client-facing role, such as Technical Account Management, Customer Success, or similar within an MSP or IT services environment.
• Strong technical background and understanding of IT infrastructure, networks, cloud services, and cybersecurity.
• Exceptional customer service skills with a focus on building long-term relationships and exceeding client expectations.
• Excellent communication and interpersonal skills to effectively engage with clients, understand their requirements, and advocate for their needs internally.
• Strong problem-solving skills with the ability to think strategically and proactively identify and address potential issues.
• Demonstrated capacity to think divergently and make decisions quickly while under pressure.
• Ability to uphold VTC Tech’s values by keeping all commitments, working with integrity and ethics, and inspiring the trust of others.

Responsibilities

• Serve as the primary point of contact for assigned client accounts, building and maintaining strong relationships based on trust and exceptional service.
• Understand clients’ business objectives, technical requirements, and challenges to recommend appropriate solutions.
• Act as a technical advisor and complete regular account reviews, proactively identifying opportunities for account growth by understanding clients’ evolving needs and aligning them with additional VTC Tech service offerings.
• Actively contribute to client retention and revenue growth by ensuring client satisfaction, addressing concerns, and exceeding expectations.
• Collaborate with the Help Desk Team to provide seamless service delivery and an exceptional client experience.
• Collaborate with the Project Team to define project requirements and ensure successful implementation.
• Collaborate with the Sales Team to prepare proposals and present solutions to clients.
• Maintain detailed documentation of client interactions, issues, and resolutions.
• Stay current on the latest technology trends and advancements in the MSP industry and demonstrate a deep understanding of MSP service offerings, industry best practices, and emerging technologies.

Skills

Customer service

Communication

Technical knowledge

Problem solving

Education

Bachelor's degree

Job description

Job Salary: $80k - $110k based on experience and location

Position Summary

The Technical Account Manager is primarily responsible for nurturing and maintaining client relationships.

Serving as the client’s main point of contact, the Technical Account Manager will leverage technical expertise to understand the client’s business objectives and recommend the appropriate technology solutions.

The Technical Account Manager will collaborate with the Help Desk, Project, and Sales Teams to drive customer satisfaction, retention, and account growth.

Essential Duties and Responsibilities

• Serve as the primary point of contact for assigned client accounts, building and maintaining strong relationships based on trust and exceptional service.
• Understand clients’ business objectives, technical requirements, and challenges to recommend appropriate solutions.
• Act as a technical advisor and complete regular account reviews, proactively identifying opportunities for account growth by understanding clients’ evolving needs and aligning them with additional VTC Tech service offerings.
• Actively contribute to client retention and revenue growth by ensuring client satisfaction, addressing concerns, and exceeding expectations.
• Collaborate with the Help Desk Team to provide seamless service delivery and an exceptional client experience.
• Collaborate with the Project Team to define project requirements and ensure successful implementation.
• Collaborate with the Sales Team to prepare proposals and present solutions to clients.
• Maintain detailed documentation of client interactions, issues, and resolutions.
• Stay current on the latest technology trends and advancements in the MSP industry and demonstrate a deep understanding of MSP service offerings, industry best practices, and emerging technologies.

Technologies

• Knowledge of server architecture, storage systems, virtualization technologies, networking (routers, switches, firewalls), and data center operations.
• Knowledge of cloud platforms such as Microsoft Azure and Amazon Web Services (AWS).
• Knowledge of cybersecurity concepts, best practices, and technologies, including firewalls, intrusion detection/prevention systems, encryption, secure remote access, and vulnerability management.
• Knowledge of backup strategies, recovery methodologies, and technologies like backup software, replication, snapshots, and disaster recovery planning.
• Knowledge of Office 365.
• Understanding of TCP/IP protocols, routing, switching, VPN technologies, LAN/WAN, DNS, and DHCP.

Experience, Knowledge, and Key Competencies

• Bachelor’s degree; or five years related experience and/or training; or equivalent combination of education and experience.
• Experience in a client-facing role, such as Technical Account Management, Customer Success, or similar within an MSP or IT services environment.
• Strong technical background and understanding of IT infrastructure, networks, cloud services, and cybersecurity.
• Exceptional customer service skills with a focus on building long-term relationships and exceeding client expectations.
• Excellent communication and interpersonal skills to effectively engage with clients, understand their requirements, and advocate for their needs internally.
• Strong problem-solving skills with the ability to think strategically and proactively identify and address potential issues.
• Demonstrated capacity to think divergently and make decisions quickly while under pressure.
• Ability to uphold VTC Tech’s values by keeping all commitments, working with integrity and ethics, and inspiring the trust of others.

Physical Demand

• Sitting for extended periods of time
• Standing and walking for brief periods of time

Travel

Some travel is expected for this position. As the account manager we could have you going onsite to visit clients to build the relationship.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change.

About VTC Tech

VTC Tech is a managed IT services provider. We help businesses leverage technology through responsive IT support, cybersecurity, cloud solutions, and strategic technology planning.

If you are ready to kickstart your career in IT and gain valuable experience with a leading MSP, we want to hear from you!