Technical Account Manager

Position: Technical Account Manager (Managed Services)

Location: Smyrna, GA (On-site)

Employment Type: Full-Time

Pay: $75,000 – $85,000 per year (Base pay range)

Must have experience working for a Managed Services Provider (MSP).

The Technical Account Manager (TAM) is a key member of the Client Services team, responsible for driving mutual relationship success with our clients. The TAM facilitates continual improvements in alignment between client present-state and our standard client framework. This includes client reviews, documentation, gap analysis, and strategic planning. The TAM also participates in onboarding, ongoing client meetings, and contributes to the development of our standards framework.

Lastly, the TAM will participate in Entrepreneurial Operating System (EOS) departmental Level 10 meetings, contributing to team health, issue solving, and the achievement of departmental and company goals.

• Serve as the primary technical point of contact for assigned clients, building trusted advisor relationships.
• Conduct regular client meetings (tactical and strategic) to review performance, discuss initiatives, and address concerns.
• Proactively identify opportunities to improve client environments and drive adoption of best practices.
• Maintain high levels of client engagement and satisfaction through responsive communication and follow-up.

• Perform standards compliance reviews for new and existing clients, identifying gaps and recommending remediation.
• Ensure client environments align with our internal technical standards and industry best practices.
• Document findings and develop strategic technology roadmaps for clients.

• Oversee onboarding and transition projects for new clients, ensuring smooth handoff and alignment with expectations.
• Manage ongoing client initiatives, coordinating with internal teams and vendors as needed.
• Track project progress, communicate updates, and ensure timely delivery of solutions.

• Participate in the development and refinement of our client standards framework.
• Collaborate with the Standards Team and other technical leaders to drive continual improvement.
• Mentor and support junior staff, sharing knowledge and fostering professional growth.

• Utilize specialized tools for discovery, documentation, and reporting during client reviews.
• Maintain accurate and up-to-date documentation of client environments to support remote and onsite service delivery.
• Identify and communicate new revenue opportunities, such as projects or service enhancements.
• Respond to and manage client satisfaction issues across all business areas (invoicing, service desk, project delivery, customer service).
• Escalate issues requiring management decisions in a timely manner, ensuring resolution and client satisfaction.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below reflect the knowledge, skill, and/or ability required.

• Minimum 5+ years (8+ years preferred) of Managed Services Provider or similar B2B experience.
• BA or BS degree in MIS/IT or equivalent combination of education and experience.
• At least one relevant industry certification required.
• Working knowledge and practical IT experience with:
• Network design, installation, and support
• Microsoft Office 365 and Azure Cloud Solutions
• Virtualized environments (VMWare)
• Firewall appliances/services (Cisco Meraki, Ubiquiti, Sonic Wall)
• Backup/disaster recovery and business continuity concepts
• Networking services (TCP/IP, DNS, VPNs, VLANs, ACLs, Routing, Layer 2 & 3 Switching)
• Microsoft Office applications (Office 2016 minimum, Office 2019+ preferred)
• WLAN and wireless security concepts
• Private/Public cloud (AWS, Azure) solutions
• Demonstrated IT project execution experience.
• Strong analysis, diagnostic, and problem‑solving skills.
• Excellent interpersonal, relationship‑building, and communication skills.
• Proven ability to operate productively in a virtual office environment.
• Detail‑oriented self‑starter with minimal supervision required.
• Strong customer service orientation and dedication to quality.
• Positive client satisfaction record, demonstrating ownership and accountability.
• Exposure to Core MSP Tools is a plus (Datto Autotask, Datto AEM, Kaseya Quote Manager, IT Glue).
• Valid driver’s license and reliable transportation.