About the Role:
Were looking for a proactive and relationship-driven Virtual IT Account Manager (TAM)
to serve as the strategic liaison between our clients and our technical teams. In this role, youll manage client relationships, ensure alignment between IT solutions and business objectives, and drive technology adoption and service satisfaction. Youll act as a virtual CIO (vCIO) or trusted advisor to SMB and mid-market clients, representing the voice of the customer internally and helping to grow recurring revenue through account expansion.
Key Responsibilities:
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Serve as the primary point of contact for a portfolio of MSP clients, building trusted relationships with business and technical stakeholders
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Conduct regular QBRs (Quarterly Business Reviews) and roadmap planning meetings
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Collaborate with internal technical teams to ensure timely resolution of issues and alignment with client expectations
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Identify upsell/cross-sell opportunities, such as security bundles, cloud services, or project work
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Maintain up-to-date documentation on client infrastructure, licensing, and service delivery metrics
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Ensure compliance with SLAs, track KPIs, and coordinate service delivery improvements
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Proactively identify technology risks and recommend solutions aligned with business needs
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Support onboarding of new accounts and contribute to process improvements
Requirements:
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3+ years of experience in account management, client success, or technical consulting (preferably in an MSP or IT services environment)
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Strong understanding of IT infrastructure, managed services, cybersecurity, and cloud solutions
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Excellent communication and relationship management skills
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Ability to translate technical concepts into business value for non-technical stakeholders
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Familiarity with PSA tools (e.g., ConnectWise, Autotask) and documentation platforms (e.g., IT Glue, Hudu)
Preferred Qualifications:
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Prior experience in a vCIO, TAM, or MSP service delivery role
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Experience conducting QBRs or strategic account planning
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Technical certifications (e.g., CompTIA, Microsoft, or networking-related) a plus
