Note: The job is a remote job and is open to candidates in USA. Connect4Talent is an IT Managed Service Provider seeking a Technical Account Manager to manage strategic relationships with a portfolio of clients. The role involves understanding clients' business objectives, providing technical guidance, and coordinating resources to ensure service delivery and client satisfaction.
Responsibilities
- Manage an assigned portfolio of clients, maintaining contact frequency based on client size, risk, and service needs
- Build relationships with client decision-makers, executives, and key stakeholders, and develop a working understanding of each client's business, goals, and technology dependencies
- Help clients reach their business goals through effective use of technology while addressing technical, operational, and cybersecurity challenges
- Participate in (and, when assigned, coordinate) new-client onboarding, and flag at-risk accounts to management promptly
- Prepare for and conduct recurring business reviews, technology reviews, cybersecurity reviews, and planning meetings
- Provide technical advice and vCIO consultation, and develop and maintain a documented technology and cybersecurity roadmap for each client
- Identify aging infrastructure, licensing concerns, capacity needs, and security gaps, and translate them into prioritized recommendations and budget forecasts
- Present roadmaps, risk findings, and recommendations in clear, understandable business terms
- Assess clients against the company's cybersecurity maturity framework and track remediation progress over time
- Identify client needs and opportunities within company service offerings
- Develop or coordinate scopes, recommendations, estimates, and proposals with sales, procurement, engineering, and service delivery
- Present recommendations, address questions, and support client retention and appropriate service expansion
- Manage assigned technology projects from inception to completion — scope, planning, communication, resource coordination, and deliverable verification
- Coordinate team-member assignments and keep projects, budgets, and documentation current in company PM/PSA tools
- Escalate scope, schedule, budget, or resource issues promptly
- Monitor client satisfaction, open issues, and unresolved escalations; coordinate corrective action and communicate with clients accordingly
- Work alongside service desk, engineering, project, and field-service teams on incidents requiring TAM involvement
- Provide clear status updates and manage expectations on ownership, next steps, and timelines
- Audit or assess client systems, networks, and MSP tooling for performance, lifecycle, and security concerns
- Diagnose and troubleshoot hardware, software, network, and cloud-service issues when assigned and within your authorization
- Assist with system/network configurations, onsite technical work, and escalations within approved change-control practices
- Record client communications, meetings, recommendations, decisions, and technical activities accurately in company systems
- Maintain current client documentation, technology standards, roadmaps, and system inventories so another team member could step in if needed
- Maintain clear, professional, and appropriately confidential communication with clients
- Handle complaints and difficult situations with patience, sound judgment, and timely escalation when needed
- Set realistic expectations, and avoid promising outcomes, pricing, or timelines that haven't been authorized
Skills
- Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience
- 5+ years of experience in IT systems engineering/administration, technical account management, or an equivalent combination of education and experience
- Ability to travel reliably to client and business locations throughout the assigned service area, maintaining a valid driver's license, reliable vehicle, and required auto insurance when using a personal vehicle for company business
- Ability to legally operate a motor vehicle and transport typical computer and networking equipment between locations as needed
Company Overview