Technology Account Manager, IT Managed Services (Hybrid)

GoodSuite; Los Angeles (CA); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health and dental insurance

401(k) plan

Paid vacation and holidays

Office-based hybrid schedule

Job summary

GoodSuite is a boutique technology services company serving Southern California with managed IT services, imaging solutions, AV, and emerging tech. The Technical Account Manager (TAM) acts as the client’s strategic advisor, managing a portfolio of 30–35 IT clients, and driving retention, satisfaction, and new revenue through projects and recurring services.

The TAM will hunt within imaging clients to convert them to IT services, maintain a technology roadmap, and coordinate with service delivery

Qualifications

• 5+ years in IT account management or technical account management.
• Proven revenue growth and ability to manage executive relationships.
• Strong knowledge of IT infrastructure, cloud, cybersecurity, and MS 365.

Responsibilities

• Own long-term strategic relationship with assigned IT accounts.
• Develop and maintain technology roadmaps and budgets for each client.
• Drive discovery conversations, assess needs, and propose solutions.
• Lead quarterly business reviews and growth opportunities.

Skills

IT account management

Technical sales

Executive relationship building

Roadmap development

Forecasting

Education

Bachelor's degree

Industry certifications

Tools

Salesforce

Microsoft 365

Job description

Description

About GoodSuite

GoodSuite is a boutique technology services company with 28 years of operating history, headquartered in Woodland Hills, CA. We serve businesses across Southern California with managed IT services, imaging solutions, AV, and emerging technology offerings. With a 95%+ client retention rate and a culture built on ownership, speed, and continuous development, we are on an aggressive growth path toward $25M in revenue by 2027.

We operate with a Mamba Mentality — we outwork, out-think, and out-serve. We are not looking for someone to maintain the status quo. We are looking for someone to help us redefine what’s possible.

Position Summary

The Technical Account Manager (TAM) serves as the strategic owner of assigned IT client accounts, acting as GoodSuite's primary advisor and long-term technology partner. As a trusted technology advisor, the TAM is responsible for building strong executive relationships, maintaining an active technology roadmap, aligning client environments to GoodSuite standards, and driving long-term client success.

This is a growth role. The TAM is accountable for retention, client satisfaction, and new revenue, achieved through project delivery, roadmap execution, security improvements, and recurring service expansion. In addition to managing a portfolio of 30 to 35 IT clients, the TAM is expected to actively pursue new IT business within GoodSuite's large base of imaging and print clients who do not yet use our IT services.

The TAM serves as the client advocate and escalation point inside GoodSuite, ensuring service delivery teams have the context and prioritization needed to support the client effectively. While the TAM maintains strategic oversight of service quality, the role does not manage day-to-day ticket dispatch or service coordination, allowing the TAM to remain focused on account development and growth.

Account Growth & Revenue Responsibility

The TAM is responsible for driving revenue growth against a monthly new revenue target. All new revenue counts toward this target, whether it comes from the assigned IT portfolio or from imaging clients converted to IT services.

Projects are a primary growth driver for this role. The TAM is expected to consistently identify, scope, propose, and close project work, including:

• Technology lifecycle refresh initiatives
• Infrastructure modernization and cloud migration projects
• Cybersecurity posture improvements and compliance initiatives
• Professional services and project delivery
• Expansion of managed services and recurring service agreements
• Hardware, licensing, and platform optimization aligned to GoodSuite standards

The TAM follows a consistent account development model across every client, using roadmap planning, quarterly business reviews, and lifecycle management to identify and advance opportunities.

Each TAM is expected to maintain a forward-looking project pipeline at all times, with multiple project opportunities actively in progress, ensuring ongoing modernization, security maturity improvements, and infrastructure alignment with GoodSuite best practices.

Client Base Expansion (New IT Growth)

GoodSuite serves a large base of imaging and print clients who already trust us but do not yet use our IT services. The TAM is expected to hunt within this base, opening new IT relationships and converting them into managed services and project clients.

• Work a defined target list of imaging clients each quarter, prioritized by IT fit and opportunity size
• Partner with imaging account representatives on warm introductions, joint visits, and account planning
• Lead discovery conversations, IT assessments, and security reviews to uncover needs and create opportunities
• Use projects and assessments as entry points to establish new IT relationships
• Build proposals and convert opportunities into managed services agreements and project work
• Maintain an accurate, current opportunity pipeline in Salesforce with clear stages and next steps

Expected time allocation: approximately 70% portfolio management and growth, 30% client base expansion.

Strategic Advisory

• Serve as a trusted technology advisor to client leadership, developing a deep understanding of their business operations, goals, and IT environment
• Translate technology requirements into clear, actionable business solutions that deliver measurable value
• Advise clients on IT architecture, cybersecurity strategy, lifecycle planning, and technology investments aligned with their business objectives
• Develop and maintain a documented technology roadmap and budget forecast for each assigned client
• Educate client leadership on emerging technology trends, cybersecurity risks, and operational best practices
• Bring in GoodSuite engineering and leadership resources for complex architecture and strategy decisions

Standards, Security, and Lifecycle Governance

• Maintain a current 'baseball card' technical profile for each client environment documenting infrastructure standards and security posture
• Evaluate client environments against GoodSuite standards and identify improvement opportunities
• Drive remediation of security, infrastructure, and lifecycle risks through structured improvement plans
• Partner with service leadership and engineering teams to implement security improvements and best-practice configurations
• Ensure lifecycle planning for critical infrastructure including servers, networking, security platforms, and endpoint environments
• Maintain an active multi-year technology roadmap for each client

Strategic Account Management

• Own the long-term strategic relationship with assigned clients including executive and operational stakeholders
• Maintain a living technology roadmap and improvement plan for each account
• Conduct structured Quarterly Business Reviews (QBRs) reviewing roadmap progress, service trends, and upcoming initiatives
• Identify and advance technology initiatives that improve reliability, security, and operational efficiency
• Maintain visibility into client satisfaction, risks, and opportunities
• Drive alignment between client environments and GoodSuite technology standards

Service Delivery Advocacy

The TAM acts as the client’s internal advocate within GoodSuite, ensuring that service delivery teams understand client priorities, expectations, and business impact.

• Escalate and advocate for resolution of service delivery issues impacting client satisfaction
• Ensure the client’s priorities are clearly communicated to service and engineering teams
• Participate in post-incident reviews and strategic discussions following major service disruptions
• Maintain visibility into service trends, recurring issues, and improvement opportunities

The TAM provides strategic oversight of service quality but does not manage daily ticket workflows, dispatch, or operational service coordination, which remain the responsibility of the service desk and service management teams.

Performance Standards

• Monthly new revenue target achieved across the assigned portfolio and imaging clients converted to IT
• Strong client retention across assigned portfolio
• Positive client satisfaction feedback and strong executive relationships
• Active technology roadmap maintained and executed for each client
• Consistent Quarterly Business Review cadence with documented outcomes
• Clear understanding of each client’s infrastructure maturity, lifecycle posture, and security alignment
• Ongoing pipeline of roadmap-driven initiatives, projects, and improvement opportunities
• Consistent flow of new projects scoped, proposed, and closed
• Monthly targets met for discovery meetings and IT assessments with imaging clients
• Imaging clients converted to managed IT or project clients
• Accurate, current opportunity pipeline maintained in Salesforce

Compensation & What We Offer

Compensation

Base salary of $60,000 to $80,000, based on experience, plus commission on new revenue, with on-target earnings (OTE) of approximately $150,000

Location

Hybrid schedule based in Woodland Hills, CA, with regular client site visits

Reporting

Reports to the Chief Revenue Officer

Classification

Full-Time, Exempt

Health & Retirement

Medical and dental insurance (premiums partly company-paid) and a 401(k) plan

Time Off

Paid vacation that grows with tenure and carries over year to year, paid sick days, and paid company holidays

Recognition

Eligibility for Rep of the Quarter, quarterly President’s Award, and President’s Club

This is an exempt position. As an exempt employee, you may be required to work additional hours as necessary to fulfill your job responsibilities.

Requirements

Required Qualifications

• 5+ years in IT account management, technical account management, or consultative IT sales, preferably in a managed services provider (MSP) environment
• Proven track record of meeting or exceeding revenue targets
• Strong working knowledge of IT infrastructure, Microsoft 365, cloud platforms, networking, and cybersecurity
• Experience building technology roadmaps and leading Quarterly Business Reviews
• Comfortable prospecting within an existing customer base and running discovery conversations
• Strong communication and presentation skills with business owners and executives
• Experience working in a CRM, Salesforce preferred
• Valid driver's license and reliable transportation for client site visits

Preferred Qualifications

• Industry certifications such as CompTIA, Microsoft, Cisco, or security certifications
• Experience in an office technology or imaging dealer environment
• Bachelor's degree in business, information technology, or a related field

GoodSuite is an equal opportunity employer.