TAM- Technical Account Manager

$60,000 - $110,000/Yr

QualityIP - Kent, OH

Full-time - Mid Level

Kent, OH

About the position

The Technical Account Manager (TAM) at QualityIP is responsible for managing and enhancing the technical relationship between the company and its clients. This role involves understanding clients' IT requirements, troubleshooting technical issues, and ensuring the successful delivery of IT services. The TAM acts as a trusted advisor, collaborating with clients to develop IT strategies and optimize service delivery while maintaining strong relationships and ensuring client satisfaction.

Responsibilities

• Build and maintain strong relationships with assigned clients.
• Understand clients' business objectives and IT needs.
• Act as a trusted advisor to clients, providing technical guidance and recommendations.
• Collaborate with clients to develop IT strategies and roadmaps.
• Monitor and manage the delivery of MSP services to ensure they meet client expectations.
• Identify opportunities for service improvement and optimization.
• Investigate and troubleshoot technical issues and incidents reported by clients.
• Coordinate with internal technical teams to resolve issues promptly.
• Develop and maintain account plans that align with client goals and objectives.
• Identify upsell and cross-sell opportunities for additional MSP services.
• Keep clients informed about the status of their services, including service level agreements (SLAs) and performance metrics.
• Communicate technical information in a clear and understandable manner.
• Maintain accurate records of client interactions, issues, and resolutions.
• Create and update technical documentation as needed.
• Provide clients with training and education on MSP services and best practices.
• Provide regular performance reports and recommendations for improvement.
• Ensure that contracts and service agreements are up to date and in compliance with client requirements.

Requirements

• Bachelor's degree in a related field (e.g., Information Technology, Computer Science).
• Proven experience in a similar role within the IT services or MSP industry.
• Strong technical knowledge across various IT domains, including networking, cloud computing, security, and infrastructure.
• Excellent communication and interpersonal skills.
• Problem-solving and critical-thinking abilities.
• Project management skills.
• Strong technical troubleshooting skills.
• Certifications from Microsoft, VMware, CompTIA, or Cisco strongly desired.
• Familiarity with Microsoft cloud-based technologies (Microsoft 365/Azure).
• Familiarity with Virtualization technology (VMware/Hyper-V).
• Customer-focused with a strong commitment to client satisfaction.
• Confidence and professional image.
• Ability to work independently and collaboratively with cross-functional teams.

Nice-to-haves

• Experience with Microsoft cloud-based technologies (Microsoft 365/Azure).
• Certifications from Microsoft, VMware, CompTIA, or Cisco.

Benefits

• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Flexibility in work schedules
• Reimbursement for training - 100% coverage of course materials and testing fees
• Complimentary company apparel