Managed Services IT Account Manager

About the Role

We are looking for a Technical Account Manager (TAM) to join our team. In this role, you will act as the primary point of contact for our clients, combining technical expertise, customer service, and sales to provide maximum value for our services. You’ll work closely with decision-makers and internal teams to align IT solutions with business goals, while also identifying opportunities for growth.

This position is ideal for someone with a strong technical background in an MSP or help desk environment who is also comfortable managing relationships, explaining technical concepts in plain language, and supporting sales discussions. A successful candidate will collaborate effectively with internal resources while remaining self-sufficient in creating solutions, proposals, and client-facing materials such as slide decks and roadmaps.

Key Responsibilities

• Serve as the trusted advisor for assigned client accounts, building and maintaining strong relationships.
• Assist Sales and Marketing in identifying potential new clients and following up on leads.
• Manage new client Onboardings as the main point of contact
• Act as highest escalation point for client issue resolution
• Conduct regular account reviews to assess client satisfaction, technology alignment, and opportunities for improvement.
• Provide technical guidance on IT infrastructure, networking, security, and cloud solutions, with a focus on Microsoft technologies, security infrastructure, and licensing.
• Collaborate with the Service Manager to ensure client issues are resolved efficiently and escalations are handled appropriately.
• Maintain accurate documentation of client environments, licensing, and service records.
• Identify opportunities for additional services, security solutions, and hardware upgrades. Develop and deliver engaging client-facing proposals and presentations.
• Leverage client issue history and device reporting data to create meaningful vCIO-style reports and presentations that demonstrate value, trends, and recommended improvements to clients.
• Support client renewals, including managed services agreements and licensing.
• Source and quote new hardware and software.

Qualifications

• 3+ years of experience in IT, preferably within an MSP, VAR, or client-facing technical support environment.
• Solid understanding of Microsoft licensing.
• Possess core technical knowledge across servers, workstations, networking, and cloud environments, with the ability to engage resources for deeper expertise when needed.
• Proven customer service and relationship management skills, with the ability to clearly communicate technical concepts to non-technical audiences.
• Experience with sales or account management, including upselling and cross-selling technology solutions.

Preferred Attributes

• Excellent written and verbal communication skills.
• A proactive, client-first mindset with strong problem-solving abilities.
• Ability to balance collaboration with independence, taking ownership of deliverables.
• Experience preparing proposals, quotes, technology roadmaps, and polished presentations.
• Detail-oriented and highly organized
• Can handle high-paced work and set priorities

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you currently working for a Managed Services Provider?
• How many clients do you currently manage?

Ability to Commute:

• Boston, MA 02116 (Required)

Work Location: In person