Technical Account Manager/Client Resolution Specialist

The Technical Client Resolution Specialist plays a vital role in supporting clients through technical problem-solving, trend analysis, and proactive relationship management. This position bridges the service desk, professional services, solutions teams, and customers, aiming to improve service delivery and client satisfaction.

Key Objectives:

• Identify trends in client issues and collaborate across teams to develop proactive solutions.

• Provide technical support (onsite & remote) to clients experiencing persistent issues.

• Deliver feedback to improve service desk operations and customer experience.

• Present best practices and conduct regular Technical Business Reviews.

• Help shape client technology roadmaps aligned with business goals.

Primary Responsibilities:

• Collaborate with internal teams to deliver timely client recommendations.

• Understand client environments and identify pain points through ticket analysis.

• Recommend new solutions and communicate technical information clearly.

• Handle escalations involving backups, hardware, software, and network issues.

• Advocate for clients, ensuring their needs inform system  improvements.

• Support documentation and knowledge sharing within the organization.

• Maintain and optimize network environments, security, and business continuity.

• Contribute to product/service enhancements and internal process improvements.

Qualifications:

• Bachelor's degree or equivalent experience.

• 2 or more years in technical support, customer success, or account management (preferably in an MSP environment).

• Strong troubleshooting skills across networks, systems, and software.

• Excellent communication, multitasking, and organizational abilities.

• Proven success in meeting performance metrics and ensuring customer satisfaction.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.