Technical Account Manager

Job Summary
We are seeking a motivated and skilled Technical Account Manager to join our dynamic team. In this role, you will serve as the primary point of contact for our clients, ensuring their technical needs are met while fostering strong relationships. You will leverage your expertise in cloud technologies, networking, and technical sales to provide exceptional support and guidance throughout the customer lifecycle. Your ability to analyze client requirements and deliver tailored solutions will be essential in driving customer satisfaction and retention.

Key Responsibilities:

• Manage a portfolio of 15-25 clients

• Develop and maintain a comprehensive understanding of clients’ technical environments, and ensure documentation and account management tools are up to date

• Perform regular alignment reviews to assess compliance with company standards.

• Build IT review presentations for each client with recommendations on projects and hardware upgrades needed for the client to be compliant and secure

• Work with the vCIO (Virtual CIO) and engineering team to configure and price the projects and solutions recommended above.

• Deliver the IT reviews in conjunction with the vCIO and subsequently coordinate the engineering and support teams to ensure successful delivery of approved projects.

• Achieve annual upsell goals for the client base

• Assist in reducing reactive support by proactively identifying and addressing potential issues.

Salary Range:

The salary range is $70,000 to $90,000, depending on experience and qualifications.

Skills required:

1. Technical Knowledge:

• Deep understanding of IT infrastructure, including networking, servers, storage, and security.

• Proficiency in IT standards and best practices (e.g., NIST, ITIL, ISO frameworks).

• Familiarity with MSP tools such as Remote Monitoring and Management (RMM) software, Professional Services Automation (PSA), and documentation platforms.

2. Problem-Solving and Analytical Skills:

• Ability to assess complex IT environments and identify risks or areas for improvement.

• Strong analytical skills to interpret data and trends from assessments.

3. Communication Skills:

• Strong written and verbal communication to document findings clearly and concisely.

• Ability to present technical concepts to non-technical stakeholders.

4. Collaboration and Teamwork:

• Experience working with cross-functional teams to address alignment issues.

• Coordination with vCIOs, service desks, and project teams to implement changes.

5. Attention to Detail:

• Thoroughness in documenting and tracking alignment issues and resolutions.

• Precision in maintaining the Standards Library and ensuring updates are applied across clients.

6. Organizational Skills:

• Capacity to manage multiple client environments and deadlines simultaneously.

• Ability to prioritize tasks and follow through with minimal supervision.

Required Experience:

1. Industry Experience:

• 2–5 years of experience in an IT support, systems administration, or similar technical role.

• Prior experience in a Managed Services Provider (MSP) environment is highly preferred.

2. Technical Certifications (Preferred):

• CompTIA certifications (e.g., Network , Security ).

• Microsoft Certified: Azure Fundamentals or higher.

• ITIL Foundation or equivalent process management certification.

3. Client Interaction:

• Demonstrated experience in client-facing roles, with the ability to build and maintain professional relationships.

• Experience conducting onsite or remote IT assessments for clients.

4. Process-Oriented Mindset:

• Familiarity with developing or adhering to Standard Operating Procedures (SOPs) and alignment checklists.

• Experience using Quality Control methodologies to ensure consistent service delivery.

5. Tool Proficiency:

• Experience using PSA tools (preferably Autotask).

• Familiarity with documentation platforms - preferably IT Glue.

• Comfortable with data analysis tools and reporting platforms.

Join us as we work together to deliver innovative solutions that empower our clients!

* This job description is an overview of the responsibilities for this position. However, responsibilities are subject to change.

CMIT Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

If you need assistance with our application, please contact the Human Resources Department at 401-385-9966.

Join us as we work together to deliver innovative solutions that empower our clients!

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) 5% Match
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Compensation Package:

• Monthly bonus

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Application Question(s):

• Have you ever built and presented IT review presentations or similar reports to clients? What was the process like?
• Have you managed a portfolio of clients in the past? How many, and what were your primary responsibilities?
• How do you coordinate with other teams, such as engineering or vCIOs, to implement client recommendations?
• How do you prioritize tasks when managing multiple client environments and deadlines?
• What tools or methods do you use to ensure accurate documentation and consistent service delivery?
• Do you have experience in an MSP environment? If so, how long, and what was your role?
• Can you provide an example of how you successfully upsold a project or service to a client?
• What are your salary requirements

Experience:

• Sales: 5 years (Required)

Ability to Commute:

• Cranston, RI 02920 (Required)

Work Location: In person

Salary : $70,000 - $90,000