Department: Service and Support
Reports to: Service Manager
General Summary: The Technical Account Manager (TAM) is responsible for managing and strengthening the technical relationship with assigned clients, acting as a trusted advisor and technical advocate. This role integrates technical support, project management, and strategic planning to ensure clients maximize their value from M3 Networks' services. Proficiency in a CRM or PSA is critical for managing ticketing, reporting, and technical processes.
Position Responsibilities: • Client Engagement: • Serve as the primary technical point of contact for assigned clients.
• Maintain regular communication with clients to address technical needs and provide updates.
• Conduct proactive risk assessments and recommend technical improvements.
• Technical Operations: • Monitor and manage client environments using RMM tools and ConnectWise
• Develop and execute detailed technical roadmaps tailored to client needs.
• Collaborate with the service team to ensure SLA compliance.
• Strategic Planning: • Work with Account Managers and sales team to align technology solutions with client goals.
• Prepare and present technical strategies during QBRs and other client meetings.
• Document and resolve systemic issues to improve client environments.
• Training and Mentorship: • Mentor junior engineers and provide knowledge-sharing sessions.
• Stay updated on emerging technologies and conduct internal training sessions.
Knowledge, Skills, and Abilities: • Expert proficiency with ConnectWise Manage and Automate preferred
• Strong understanding of networking, server administration, and cloud platforms (Azure, AWS).
• Knowledge of cybersecurity frameworks and best practices.
• Exceptional project management skills, including the ability to manage technical projects end- to-end.
• Excellent verbal and written communication skills for client-facing interactions.
Credentials and Experience: • 3+ years of experience in technical account management or similar roles within an MSP.
• Certifications such as CompTIA Network+, Security+, or equivalent preferred.
• Proven track record of delivering technical solutions and maintaining high client satisfaction.
Work location: 60% (Remote)40% (onsite) Salary and Benefits: • Salary Range: $70,000 to $85,000 annually, commensurate with experience.
• Full benefits package, including health, dental, and vision insurance.
• Paid vacation and sick leave.
Hiring Process: 1. Submit your application.
2. Complete an online video interview.
3. Participate in a Zoom interview (20 minutes).
4. Take a technical assessment (30 minutes to 1 hour).
5. Attend an in-person interview (1 hour).