Senior Technical Account Manager

$100,000 - $130,000/Yr

Managed Solution - San Diego, CA

Full-time - Senior

Remote - San Diego, CA

Professional, Scientific, and Technical Services

About the position

The Senior Technical Account Manager is a key member of the managed services Field Team, responsible for providing high-level technical support and strategic road-mapping for managed services clients. This role involves ensuring client satisfaction, resolving complex technical issues, and acting as a consultant to align technical solutions with business objectives. The position requires accountability for client infrastructure, mentoring Field Engineers, and managing client relationships in a 24/7/365 environment.

Responsibilities

• Provide highest-level technical support and strategy road-mapping to managed services clients.
• Ensure overall client ownership from a technical perspective and coordinate issue resolution.
• Act as the senior-most technical resource for client issue escalation within the managed services department.
• Assess and understand the technical needs and business objectives of clients, making necessary recommendations.
• Manage problem and incident resolution activities within assigned client portfolio.
• Accountability for managed services clients' infrastructure and server maintenance.
• Mentor and supervise daily activities of Field Engineer staff.
• Travel onsite to clients to address technical needs or conduct service reviews.
• Perform technology project services and T&M work for assigned clients.
• Ensure successful management of client server and desktop agent counts and timely billing.
• Ensure documentation management for clients.

Requirements

• An associate or bachelor's degree in computer science or related field.
• 10+ years of IT experience, including 3+ years in a Technical Account Manager or equivalent position.
• Prior experience in an outsourced IT services provider is highly preferred.
• Demonstrated ability to provide strategic direction and operational support to clients.
• Strong organizational and technical problem-solving skills.
• Excellent oral and written English communication skills.
• Integrity and the ability to maintain confidentiality.
• High proficiency across the Microsoft stack (including Azure, Office365, Active Directory, etc.).
• Expert- or Architecture-level Microsoft certifications are required.
• Strong proficiency in other virtualization technologies (AWS, Google Cloud, VMware, etc.).
• Advanced troubleshooting skills in a Windows environment.

Nice-to-haves

• Demonstrated success in a leadership/mentorship capacity.
• Strong proficiency in network configuration and troubleshooting in a LAN/WAN environment.
• Experience using ticket systems to document client issues.

Benefits

• PTO - earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
• 401k - Managed Solution matches 50% of your first 6% in contributions after 90 days
• 7 paid holidays each year plus 1 Floating Holiday per Year
• Medical, Dental, Vision - Managed Solution pays 80% of the employee cost on the base plan
• Telemedicine options available
• $100K Life/AD&D policy provided for all employees
• Employee Assistance Program
• $80/Month Cell Phone + Internet Reimbursement