Key Responsibilities:

1. Client Relationship Management:

• Act as the primary point of contact for designated clients, building strong relationships with key client stakeholders to understand their business needs and current and future objectives.
• Serve as a trusted advisor, providing insights and guidance on how to maximize the value of the managed services we are providing.
• Regularly engage with clients to provide status updates, identify opportunities for improvement, and manage escalations.
• Cross-selling and up-selling services and solutions, given strong knowledge of customer account and relationships with key stakeholders.

2. Onboarding and Implementation:

• Oversee the onboarding process for new clients, ensuring a smooth transition from sales to service delivery.
• Work with the technical team to implement solutions tailored to client requirements

3. Technical Guidance:

• Provide ongoing technical guidance to clients on managed services solutions, including system architecture, security, networking, and cloud services.
• Act as the escalation point for technical issues that cannot be resolved by the client’s assigned support teams.
• Facilitate communication between clients and internal technical teams, ensuring that the client issues are addressed promptly.

4. Proactive Account Management:

• Conduct regular reviews (quarterly, annual) with clients to assess service performance, gather feedback, ensure alignment with business goals and identify opportunities for improvement.
• Prepare reports and presentations to communicate service performance, utilization and recommendations for future enhancements based upon client goals.
• Ensure comprehensive technical documentation related to client environments, configurations, and managed services solutions is created and maintained.
• Identify potential risks or opportunities for improvement and recommend solutions or changes to optimize systems and processes.
• Document escalations, incidents, and resolutions for continuous improvement and compliance purposes.

5. Incident and Problem Management:

• Oversee the resolution of complex technical incidents and problems, ensuring swift resolution and minimal service disruption.
• Coordinate with cross-functional teams to conduct root cause analysis and implement corrective actions for recurring issues.
• Maintain a proactive approach to incident management, ensuring issues are anticipated and addressed before becoming major problems.

Continuous Improvement:

• Stay up-to-date with industry trends, new technologies, and best practices to recommend enhancements to client environments and managed services offerings.
• Identify areas for operational improvements and collaborate with internal teams to streamline processes and increase efficiency.

7. Training and Knowledge Transfer:

• Conduct knowledge-sharing sessions with clients, educating them on best practices, new technologies, and how to maximize the value of their managed services.
• Ensure clients are aware of new service offerings or changes to existing services.

8. Pre-Sales Support

• Although typically considered a post-sales role, TAMs may also engage in presales activities, particularly in establishing relationships with potential clients and understanding their technical needs
• Act as a technical liaison during the sales process, address technical inquiries from prospects, help shape proposals based on technical requirements

Qualifications:

Education Bachelor’s degree in Information Technology, Computer Science, or related field or equivalent work experience. Relevant certifications (e.g., ITIL, AWS, Microsoft, Cisco) are a plus.

Experience:

Minimum 5 years of experience in a technical account management, IT support, or managed services role.

Proven experience with managed services delivery, cloud technologies, networking, and cybersecurity.

Strong background in systems administration, troubleshooting, and IT infrastructure management.

Skills:

Excellent communication and interpersonal skills to interact with clients, stakeholders, and internal teams.

Ability to understand and explain complex technical concepts to non-technical stakeholders.

Strong problem-solving skills and ability to manage multiple projects or issues concurrently.

Deep knowledge of service management processes (e.g., ITIL framework).

Familiarity with cloud platforms, networking technologies, and security protocols.

Additional Requirements:

• Ability to manage and prioritize multiple client accounts and service requests.
• Strong organizational skills and attention to detail.
• Ability to work both independently and as part of a team.
• Audit and ensure clients’ MSP environment meets best practices as defined for our managed services clients.
• Client Cleanup/Standards
• Cybersecurity status, Proactive Monitoring status
• Backup status, DR Plans
• Client Expansion
• Cloud, Co-Pilot?
• Microsoft Partner of Record
• Microsoft Power Tools
• Microsoft License Assessment