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 a blend of technical expertise, client management, and leadership skills, with a focus on maintaining strong relationships with Platinum-level clients.

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.
• Resolve complex troubleshooting issues across various technologies and guide help desk and Field Engineer resources.
• Assess and understand the technical needs and business objectives of clients, making necessary recommendations.
• Manage problem and incident resolution activities within assigned client portfolio and communicate effectively with stakeholders.
• Accountability for managed services clients' infrastructure and server maintenance, developing a technical strategy for ongoing management.
• Mentor and supervise daily activities of Field Engineer staff, providing feedback and acting as onsite backup when necessary.
• Travel onsite to clients to address technical needs or conduct service reviews as required.
• Perform technology project services and non-project work for assigned clients.
• Ensure successful management of client server and desktop agent counts and timely/accurate billing communication with the accounting team.
• Manage documentation for clients and ensure compliance with company policies.

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 dedication to customer service and effective communication skills.
• Strong organizational and technical problem-solving skills.
• Demonstrated success in a leadership/mentorship capacity is preferred.
• Excellent oral and written English communication skills, including strong presentation skills.
• Integrity and ability to maintain confidentiality in regulated environments.
• High proficiency across the Microsoft stack (Azure, Office365, Active Directory, etc.) is required.
• Expert- or Architecture-level Microsoft certifications are required.
• Strong proficiency in virtualization technologies (AWS, Google Cloud, VMware, Hyper-V).
• Advanced troubleshooting skills in a Windows environment.
• Strong proficiency in network configuration and troubleshooting.

Nice-to-haves

• Additional technical certifications beyond Microsoft certifications are highly desired.
• Experience in providing technical and professional mentorship to team members.
• Demonstrated success in providing disciplinary coaching.

Benefits

• PTO earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
• 401k eligibility after 90 days with a 50% match on the first 6% of contributions
• 7 paid holidays each year plus 1 floating holiday and 2 after 5 years of service
• Medical, Dental, Vision coverage with 80% of employee cost covered
• Telemedicine options available 24/7
• $100K Life/AD&D policy provided free of charge
• Employee Assistance Program for financial consultation and counseling services
• $80/month reimbursement for cell phone and internet costs