Overview
Our client is seeking a client-focused and technically proficient Technical Account Manager (TAM) with Managed Service Provider (MSP) experience. This role is responsible for building strategic client relationships, ensuring service excellence, and identifying opportunities to enhance and expand IT solutions that drive customer success.
The ideal candidate combines strong relationship management skills with a solid understanding of IT services, cybersecurity fundamentals, and Microsoft 365 solutions.
Key ResponsibilitiesClient Relationship Management
- Build and nurture strong client relationships by proactively understanding business objectives, anticipating challenges, and recommending tailored IT solutions.
- Act as the primary point of contact and trusted advisor for assigned accounts.
- Serve as the “voice of the customer,” sharing feedback internally and advocating for service improvements.
Service Delivery & Performance Management
- Ensure IT services align with client needs and expectations.
- Monitor service performance, address concerns promptly, and coordinate with technical teams to resolve issues efficiently.
- Maintain accurate and up-to-date customer information in internal systems.
Strategic Planning & Business Reviews
- Conduct regular Technology Business Reviews (TBRs) with customers.
- Develop strategic IT roadmaps aligned with business goals.
- Assist clients in budgeting and forecasting IT investments.
Account Growth & Revenue Expansion
- Identify upsell and cross-sell opportunities to expand service offerings.
- Recommend additional IT services, cybersecurity solutions, and upgrades that add measurable value.
- Create and manage quotes for products and services.
- Support the sales team with pricing, proposals, and solution recommendations.
Subscription & Contract Management
- Track, quote, and manage subscription renewals.
- Ensure contracts are renewed on time and reflect accurate licensing quantities.
Required Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
- Experience working within an MSP or IT technical services environment (preferred).
- Minimum 1 year of experience with cybersecurity fundamentals.
- Strong customer service experience managing multiple client accounts.
- Experience with Microsoft 365 products, services, and licensing.
Preferred Qualifications
- Sales or Account Management training.
- CompTIA A+ Certification (or equivalent technical certification).
- Proven ability to manage multiple priorities in a fast-paced, client-facing environment.
