Technical Account Manager
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**Overview:**
The Technical Account Manager (TAM) owns the overall technical relationship for assigned managed services clients and serves as their primary advocate within VirtuIT Systems. This role ensures exceptional service delivery by coordinating engineering, help desk, and project teams while maintaining clear communication and accountability. The TAM develops a deep understanding of each client's environment, provides strategic guidance, identifies opportunities for continuous improvement, and helps align technology solutions with business goals to drive long\-term client success and satisfaction.
**High level Responsibilities:**
· Own client relationships and serve as the primary technical point of contact for assigned accounts
· Ensure exceptional managed service delivery through communication, accountability, and cross\-team coordination
· Provide strategic guidance, account oversight, onboarding leadership, and escalation management
· Identify opportunities for service improvement, account growth, and pre\-sales support
· Develop and maintain the processes, documentation, and tools that enable the Technical Account Manager function
**Key Responsibilities:**
1\. Client Ownership
o Act as the primary point of contact (the company representative) for assigned clients
o Build and maintain strong, long\-term client relationships
o Ensure consistent and professional communication across all engagements
2\. Service Delivery
o Oversee delivery of managed services to ensure alignment with SLAs and expectations
o Monitor service performance and address gaps proactively
o Coordinate with engineering and help desk teams
o Ensure documentation quality supports client communication, reporting, and service alignment
3\. Account Growth
o Identify opportunities within existing accounts
o Support solution positioning and service expansion
o Assist in pre\-sales and scope alignment
4\. Account Strategy
o Develop a deep understanding of client environments, goals, and challenges
o Provide strategic guidance and roadmap planning
o Align service delivery with business objectives
5\. Escalation Management
o Act as escalation point for client concerns and service issues
o Coordinate internal teams for incident resolution
o Ensure communication and follow\-through
6\. Reporting \& Reviews
o Deliver reporting on service performance and improvements
o Conduct QBRs and service reviews
o Translate technical details into business insights
7\. Continuous Improvement
o Enhance service delivery, client experience, billing, and asset management processes
o Drive internal process improvements
o Promote consistency across accounts
8\. Cross\-Team Alignment
o Work closely with engineering, help desk, sales, and project teams
o Align managed services with project delivery and new client onboarding
o Coordinate internal resources to meet client and business objectives
o Develop and maintain TAM tools, documentation, and processes
Other duties may be assigned as needed to fulfill the company’s mission and vision
**Qualifications:**
* 8\+ years of experience in IT support, engineering, or account management within a managed services environment * Strong understanding of infrastructure and managed service delivery (servers, networking, virtualization, M365/Azure) * Working knowledge of cloud platforms (Azure, AWS) with the ability to align cloud services to client needs and managed service offerings * Proven experience acting as a primary point of contact for clients, managing relationships and expectations * Ability to understand client environments and translate business needs into actionable technical direction and service alignment * Experience working in an MSP or multi\-tenant environment with competing priorities and service expectations * Strong communication skills, including the ability to clearly articulate technical issues, risks, and recommendations to both technical and non\-technical stakeholders * Experience coordinating across internal teams (Help Desk, Engineering, Projects) to drive service delivery and issue resolution * Ability to manage client escalations, ensuring proper ownership, communication, and follow\-through * Strong organizational and time management skills with the ability to manage multiple client accounts * Experience delivering client\-facing reporting and participating in service reviews or strategic discussions * Familiarity with PSA/RMM tools and service reporting platforms * Ability to identify service gaps, improvement opportunities, and areas for account growth * ITIL or service management experience is a plus
Pay: $145,000\.00 \- $160,000\.00 per year
Benefits:
* 401(k) * 401(k) matching * Cell phone reimbursement * Dental insurance * Flexible spending account * Health insurance * Health savings account * Paid time off * Vision insurance * Work from home
Work Location: Hybrid remote in Nanuet, NY 10954
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