Technical Account Manager

REMOTE POSITION

At True North ITG, Inc., we don’t just love IT—we’re driven to transform customer experiences through unwavering innovation. As a leading Managed Services Provider (MSP), we harness cutting-edge technology to refine and enhance IT operations, delivering smarter, smoother, and exceptionally efficient solutions for our clients.

We seek a strategic, business-minded Technical Account Manager (TAM) to join our team. This role goes beyond just technical expertise—it requires strong client relationship management, financial acumen, and operational knowledge to support both internal teams and external clients. The TAM will report to Customer Experience and work closely with sales, and finance to ensure clients receive high-value IT solutions while optimizing business operations.

GENERAL SUMMARY:

The TAM ensures that our clients can efficiently run their organizations and grow their businesses with the full support of our services. The TAM is a technology and strategy expert, who serves as a liaison between our clients and our internal team. The TAM identifies new opportunities in which our services can better help our client’s businesses and provide efficiencies with technical solutions.

Key Responsibilities

Client Engagement & Strategy:

• Serve as the primary trusted advisor for clients, ensuring their technical and business objectives align with The company's services.
• Manage the client’s technical proposal process and ensure that all technical information and recommendations address client requirements.
• Assess and understand client needs, providing strategic technology recommendations that drive business efficiency.
• Develop and maintain long-term relationships with key stakeholders.
• Advise clients on Cloud solutions, including migrations, security, and performance optimization.

Operations & Financial Oversight:

• Work closely with sales and finance teams to structure service agreements, renewals, and contract expansions that align with business goals.
• Assist in budgeting, forecasting, and cost optimization for clients' IT operations.
• Perform business reviews to evaluate the financial and operational impact of services provided.
• Ensure that clients understand the ROI and cost efficiency of implemented solutions.

Technical & Service Management:

• Oversee post-sales implementation to ensure seamless client onboarding and technical adoption.
• Act as a liaison between clients and internal technical teams, ensuring prompt response to service requests and escalations.
• Monitor service performance, analyze reports, and recommend improvements to enhance operational efficiency.
• Ensure service-level agreements (SLAs) are met, and proactively address potential risks.
• Perform post-onboarding reviews and ensure the agreed-upon deliverables are being met.
• Provide guidance on Cybersecurity best practices, risk management, and compliance standards to safeguard client systems.

Qualifications & Experience

Required:

• Bachelor’s degree in IT, Business Administration, or related field (or equivalent experience).
• 5 years of experience in a similar client-facing technical role, IT services, or technology solutions provider.
• Strong knowledge and experience in Cybersecurity frameworks and security best practices.
• Experience with software licensing models (Microsoft, VMware, Adobe, etc) and compliance requirements.
• Hands-on experience with Cloud services (IaaS, PaaS, Saas) and cloud security protocols.
• Strong financial acumen, including experience with project budgeting, contracts, service renewals, and ROI analysis.
• Familiarity with networking, virtualization, and endpoint management solutions.
• Experience working in IT operations, infrastructure, or technical support environments.
• Proven track record of building client relationships, negotiating service contracts, and driving account growth.
• Strong understanding of MSP service models, SLAs, and managed IT environments.
• Excellent problem-solving, communication, and presentation skills.
• Strong cross-functional collaboration skills, relationship-building skills, and ability to achieve results.
• Meticulous with the ability to set priorities and be flexible in a changing environment.

Preferred:

• Experience in Healthcare IT.
• Certifications in ITIL, CCNA, Citrix, VMware, Microsoft (MCSA, MCSE), or equivalent.
• Background in pre-sales engineering, sales operations, or account management in an IT/MSP setting.
• Experience with IT compliance audits and governance.