The Role

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.

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.

What You’ll Do

Account Ownership and Client Leadership

Serve as the primary point of contact for assigned accounts and build long-term trust.
Run proactive communication cadences and manage escalations with calm, clear leadership.
Align client stakeholders around priorities, timelines, and outcomes.

Technical Business Reviews (TBRs/QBRs)

Prepare and present recurring business-focused technical reviews covering:

Service trends and recurring issues
Security posture and key risks
Backup and business continuity posture
Infrastructure lifecycle and refresh planning
Recommendations and prioritized next steps

Convert findings into action plans, projects, and remediation roadmaps.

Quoting and Scoping

Create accurate quotes for hardware, licensing, managed services changes, and project work.
Draft clear scopes of work including assumptions, exclusions, deliverables, and timelines.
Coordinate sourcing, vendor options, and procurement workflows as needed.

Internal Execution and Standards Alignment

Coordinate with service desk, security, and projects teams to ensure work is completed and documented.
Ensure client documentation stays current and aligned with standards in our documentation system.

Assist the CTO with account planning, standards adoption, and identifying recurring patterns that need improvement.

Required Experience and Skills

3+ years in an MSP or IT services environment in a client-facing role (TAM, support, Service Manager, Project Coordinator with client ownership, etc.).
Strong technical fluency across typical SMB stacks:

Microsoft 365 fundamentals, identity and access concepts
Endpoint management and patching concepts
Networking fundamentals (firewalls, switches, Wi-Fi basics)
Backup and business continuity fundamentals
Security fundamentals (MFA, EDR, phishing risk, DNS filtering)

Confident presenting to executives and business owners.
Strong organization, follow-through, and written communication.

What Success Looks Like

Clients feel informed and supported through consistent touchpoints and clear planning.
TBRs are delivered on-time and produce actionable next steps.
Quotes are accurate, timely, and clearly scoped with minimal rework.
Account risks are surfaced early and moved into remediation plans.
The CTO gains leverage through better account coordination, standards adoption, and documentation discipline.

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