Technical Account Manager in Cornelius

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Job DescriptionJob Description

***** WE ARE AN MSP, NOT A STAFFING FIRM. LOCAL CANDIDATES ONLY PLEASE *****

*****ROLE SUMMARY*****

The Technical Account Manager (TAM) serves as the primary strategic and technical relationship owner for a portfolio of managed services clients. This role is responsible for ensuring client satisfaction, driving retention, identifying technology risks, and aligning client IT environments with business goals through proactive planning and solution recommendations.

***** PRIMARY JOB FUNCTIONS *****

Client Relationship Management and Strategic Planning

• Serve as the primary point of contact for assigned managed services clients and maintain strong executive and technical relationships.
• Conduct regular strategic business reviews (SBRs) and strategic planning sessions.
• Develop a thorough understanding of each client’s business operations, goals, pain points, and technology environment.
• Create and maintain technology roadmaps that align IT initiatives with client business priorities and budget expectations.
• Advocate for the client internally and ensure their concerns are addressed promptly and professionally.

Technical Alignment and Service Oversight

• Work closely with service desk managers and project teams to ensure service quality, ticket trends, and recurring issues are reviewed and addressed.
• Monitor service performance metrics and proactively identify opportunities to improve stability, security, and efficiency.
• Review client environments for compliance, lifecycle risks, security gaps, and infrastructure needs.
• Translate technical recommendations into client-friendly business outcomes, including cost justification and risk reduction.

Solution Development, Projects, and Growth

• Identify opportunities for additional managed services, cybersecurity enhancements, cloud migrations, infrastructure upgrades, licensing optimization, and professional services projects.
• Collaborate with engineers and leadership to scope projects and develop statements of work, proposals, and quotes.
• Assist clients with budgeting, lifecycle planning, and standardization of hardware, software, and security tools.
• Drive account growth through consultative recommendations, not transactional selling.

Communication and Documentation

• Communicate clearly and confidently with client stakeholders, including non-technical executives and technical contacts.
• Document client standards, recurring issues, environment notes, and strategic plans within ConnectWise and across our other systems
• Maintain accurate notes and records for all client meetings, action items, and recommendations.
• Ensure all work is tracked through tickets, activities, and opportunities in ConnectWise according to company policy.

Operational and Process Responsibilities

• Maintain in-depth knowledge of the company’s service catalog, standards, and security offerings.
• Understand and support SLA expectations and contract scope, including managing client expectations around out-of-scope work.
• Attend internal service and sales alignment meetings as needed to ensure client needs are being met.

***** REQUIRED EXPERIENCE AND QUALIFICATIONS *****

• Ability to interpret technical issues and communicate them clearly to business stakeholders.
• Proven ability to build long-term client relationships and manage multiple accounts simultaneously.
• Strong consultative mindset with the ability to identify business problems and recommend practical technology solutions.
• Excellent written and verbal communication skills, including the ability to lead meetings and present recommendations.
• Comfortable reviewing service desk trends, identifying root causes, and collaborating with engineers on long-term fixes.
• Strong understanding of IT infrastructure, including networks, servers, cloud services, backups, endpoint management, and cybersecurity fundamentals.
• Working knowledge of Microsoft 365, Azure, Active Directory, networking concepts (firewalls, VPNs, VLANs), and endpoint security best practices.
• Strong organizational skills with the ability to manage priorities and follow through consistently.
• Professional presence and confidence in client-facing environments, including executive conversations.
• Ability to work independently, stay proactive, and thrive in a fast-moving environment.

***** QUALIFICATIONS*****

• Bachelor’s degree, ideally in Information Technology, Business, or a related field
• 3–7+ years of experience in an MSP, IT services provider, or IT account management/client success role .
• Experience with IT documentation tools and ticketing workflows .
• Experience in a technical sales support, solutions consultant, or service delivery role is a plus.

*****BENEFITS*****

• Competitive salary based on experience and qualifications
• Quarterly performance incentive opportunity
• 401(k) with company match and profit sharing
• Health, dental, vision, life insurance
• PTO and paid holidays
• Stable, growth-oriented MSP environment

Job Type: Full-time

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Cornelius, NC 28031

Ability to Commute Required

Company DescriptionApex Technology has been serving the Carolinas area since 1998, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running.

We partner with many types of businesses in the area, and strive to eliminate IT issues before they cause expensive downtime, so you can continue to drive your business forward. Our dedicated staff loves seeing our clients succeed. Your success is our success, and as you grow, we grow.Company DescriptionApex Technology has been serving the Carolinas area since 1998, providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses. It's always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices. Our experience has allowed us to build and develop the infrastructure needed to keep our prices affordable and our clients up and running.\r\n\r\nWe partner with many types of businesses in the area, and strive to eliminate IT issues before they cause expensive downtime, so you can continue to drive your business forward. Our dedicated staff loves seeing our clients succeed. Your success is our success, and as you grow, we grow.

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