Senior Technical Account Manager

Meriplex Communications - Chicago, IL

Full-time - Mid Level

Chicago, IL

Telecommunications

About the position

The Senior Technical Account Manager (TAM) serves as a virtual IT Manager/vCIO for assigned clients, ensuring their documentation and standard operating procedures (SOPs) are current and aligned with Meriplex's technical standards. This role involves managing technical escalations, evaluating client technology landscapes, and facilitating operational meetings to drive client success. The TAM is responsible for maintaining client network documentation, tracking product maintenance schedules, and providing project management support.

Responsibilities

• Act as assigned client Subject Matter Technical Expert.
• Take escalations to resolve issues and requests.
• Accountable to maintain client network and systems documentation and SOP's.
• Evaluate client technology landscape based on set standards.
• Present and collaborate on client evaluations with vCIO and/or Client Success Managers.
• Facilitate and drive client operational meetings.
• Provide Meriplex other operations and sales team guidance and training on assigned clients.
• Proactively review client metrics and KPIs; identify service improvement opportunities for assigned clients.
• Sign off on client onboarding projects.
• Track client product maintenance and end of life schedule.
• Provide and support client in project management and delivery.
• Assist with firmware and patch remediation.
• Assist with client RCA delivery.
• Track all time accurately in Meriplex PSA.
• Be able to roadmap the client for future success.
• Advance troubleshooting skills for all subject matter including networking, virtualization, AD, PowerShell scripting, and cloud architecture.

Requirements

• Bachelor's degree or six years related experience and/or training, or equivalent combination of education and experience.
• Minimum of 3 years' experience working in a Managed Service Provider (MSP) environment.
• Exceptional interpersonal and communication skills.
• Strong analytical and problem-solving skills.
• Familiarity with RMM Platforms (Datto, Kaseya), Windows Server, Microsoft Azure, VMware, AD, DNS, DHCP, Exchange (2010-2019, Office365), Firewalls, Site to Site VPN tunnels, SSL VPN Setup, ConnectWise PSA software/AutoTask PSA, Wireless Technologies.
• Experience with advanced troubleshooting of server issues, performance, slowness, lockups, etc.
• Ability to interpret documents such as service tickets, manuals, procedures, and policy manuals.

Nice-to-haves

• Industry certifications such as MCSA, MCSE, CCNA, VMware VCA/VCP.