Technical Account Manager

Meriplex Communications

Full-time

Telecommunications

About the position

The Technical Account Manager serves as a virtual IT Manager 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 and providing support to clients, particularly one located in Memphis, TN. The position requires strong interpersonal skills and the ability to analyze and improve client technology landscapes.

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.
• Light project management and delivery.
• Assist with firmware and patch remediation.
• Assist with client RCA delivery.
• Track all time accurately in Meriplex PSA.

Requirements

• Bachelor's degree or six years related experience and/or training, or equivalent combination of education and experience.
• Minimum of 2 years' experience working in an MSP.
• Exceptional interpersonal and communication skills.
• Strong analytical and problem-solving skills.
• Ability to manage time efficiently and meet personal goals.

Nice-to-haves

• Familiarity with RMM Platforms (Datto, Kaseya).
• Experience with Windows Server, Microsoft Azure, VMware, AD, DNS, DHCP, Exchange 2010-2019, Office365.
• Knowledge of firewalls, Site to Site VPN tunnels, SSL VPN Setup.
• Experience with ConnectWise PSA software/AutoTask PSA.
• Advanced troubleshooting skills for server issues and network connectivity.