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Remote Technical Account Manager
<p><strong>The Role</strong></p> <p>As a Remote Technical Account Manager, you will own the health and growth of a defined client portfolio. You will run recurring client reviews (TBRs/QBRs), maintain account plans, coordinate internal execution, and produce quotes and scopes that turn needs into action.</p> <p>You will work closely with our CTO to keep clients aligned to standards, surface risk early, and drive remediation and lifecycle planning that protects the client and strengthens the relationship.</p> <p><strong>What You’ll Do</strong></p> <p><strong>Account Ownership and Client Leadership</strong></p> <ul> <li>Serve as the primary point of contact for assigned accounts and build long-term trust.</li> <li>Run proactive communication cadences and manage escalations with calm, clear leadership.</li> <li>Align client stakeholders around priorities, timelines, and outcomes.</li> </ul> <p><strong>Technical Business Reviews (TBRs/QBRs)</strong></p> <ul> <li>Prepare and present recurring business-focused technical reviews covering:</li> <ul> <li>Service trends and recurring issues</li> <li>Security posture and key risks</li> <li>Backup and business continuity posture</li> <li>Infrastructure lifecycle and refresh planning</li> <li>Recommendations and prioritized next steps</li> </ul> <li>Convert findings into action plans, projects, and remediation roadmaps.</li> </ul> <p><strong>Quoting and Scoping</strong></p> <ul> <li>Create accurate quotes for hardware, licensing, managed services changes, and project work.</li> <li>Draft clear scopes of work including assumptions, exclusions, deliverables, and timelines.</li> <li>Coordinate sourcing, vendor options, and procurement workflows as needed.</li> </ul> <p><strong>Internal Execution and Standards Alignment</strong></p> <ul> <li>Coordinate with service desk, security, and projects teams to ensure work is completed and documented.</li> <li>Ensure client documentation stays current and aligned with standards in our documentation system.</li> </ul> <p>Assist the CTO with account planning, standards adoption, and identifying recurring patterns that need improvement.</p> <p><strong>Required Experience and Skills</strong></p> <ul> <li>3+ years in an MSP or IT services environment in a client-facing role (TAM, support, Service Manager, Project Coordinator with client ownership, etc.).</li> <li>Strong technical fluency across typical SMB stacks:</li> <ul> <li>Microsoft 365 fundamentals, identity and access concepts</li> <li>Endpoint management and patching concepts</li> <li>Networking fundamentals (firewalls, switches, Wi-Fi basics)</li> <li>Backup and business continuity fundamentals</li> <li>Security fundamentals (MFA, EDR, phishing risk, DNS filtering)</li> </ul> <li>Confident presenting to executives and business owners.</li> <li>Strong organization, follow-through, and written communication.</li> </ul> <p><strong>What Success Looks Like</strong></p> <ul> <li>Clients feel informed and supported through consistent touchpoints and clear planning.</li> <li>TBRs are delivered on-time and produce actionable next steps.</li> <li>Quotes are accurate, timely, and clearly scoped with minimal rework.</li> <li>Account risks are surfaced early and moved into remediation plans.</li> <li>The CTO gains leverage through better account coordination, standards adoption, and documentation discipline.</li> </ul>
