Technical Account Manager

Position Summary

The Technical Account Manager serves as a trusted advisor and primary point of contact for assigned clients, helping ensure technology services align with business goals and client expectations. The Client Coordinator develops and maintains technology roadmaps, facilitates strategic planning discussions, identifies risks and opportunities, and works closely with clients and internal teams to ensure services deliver measurable business value.

Key Responsibilities

Strategic Planning

1. Conduct quarterly and annual business reviews (QBRs/TBRs).
2. Develop and maintain client technology roadmaps.
3. Align technology initiatives with client business objectives.
4. Assist clients with budgeting, lifecycle planning, and technology investments.
5. Present recommendations to client leadership teams.

Client Relationship Management

1. Build trusted advisor relationships with key stakeholders.
2. Serve as the primary strategic point of contact for assigned accounts.
3. Understand client goals, challenges, and future plans.
4. Ensure high levels of client satisfaction and retention.
5. Coordinate communication between clients and internal teams.

Risk & Security

1. Review technology and cybersecurity risks with clients.
2. Recommend improvements related to security, compliance, and business continuity.
3. Assist clients in understanding technology risks and mitigation strategies.
4. Promote adherence to technology standards and best practices.

Opportunity Identification

1. Identify opportunities for technology improvements and projects.
2. Help clients prioritize initiatives based on business value.
3. Collaborate with Sales and Operations teams on proposals and recommendations.
4. Support account growth through strategic planning and relationship development.

Internal Collaboration

1. Work closely with Service Desk, Projects, Sales, and Leadership teams.
2. Review recurring issues and advocate for long-term solutions.
3. Ensure client priorities are communicated and understood internally.
4. Assist with escalations, client concerns, and retention efforts.
5. Coordinate project handoffs and follow-up communications.

Qualifications

1. Minimum 7 years working in IT. Prefer MSP experience.
2. Strong understanding of business technology, Microsoft 365, cybersecurity, cloud services, and managed IT services.
3. Excellent communication, presentation, and relationship-building skills.
4. Ability to translate technical concepts into business-focused discussions.
5. Strong organizational and project coordination abilities.
6. Consultative mindset focused on client success and long-term relationships.

Key Performance Indicators (KPIs)

1. Client retention rate
2. QBR/TBR completion rate
3. Client satisfaction (CSAT/NPS)
4. Strategic roadmap completion rate
5. Project opportunities identified
6. Recurring revenue retention and growth
7. Client communication responsiveness
8. Escalation resolution effectiveness

What Success Looks Like

A successful Client Coordinator:

1. Understands each client's business goals and priorities.
2. Maintains strong, trusted client relationships.
3. Ensures clients receive consistent communication and follow-through.
4. Helps clients plan for future technology needs.
5. Identifies risks and opportunities before they become problems.
6. Coordinates effectively across internal teams to deliver results.
7. Contributes to client retention, growth, and overall satisfaction.