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Technical Account Manager

Job Summary
We are seeking a dedicated and skilled Technical Account Manager to join our team. In this role, you will serve as a primary point of contact for our clients, ensuring they receive exceptional service and support throughout their journey with our products. You will leverage your technical expertise to analyze client needs, provide product demonstrations, and facilitate successful implementations. Your ability to manage expectations effectively, both internal and external, while fostering strong relationships with clients will be key to your success in this position.

Responsibilities

Enterprise Architecture & Lifecycle Planning: Architect and govern rolling 1-to-3-year technology roadmaps. Ensure client environments align with our reference architectures, hardware/software lifecycles, and modern security baselines.
Strategic IT Steering (QBRs): Drive Quarterly Business Reviews (QBRs) with executive stakeholders. Present clear narratives around system utilization, threat landscapes, operational maturity, and strategic IT initiatives with definitive ROI/TCO justifications.
Relationships. Build long-term relationships with customers based on trust, respect, alignment, and value.
Requirements & Budgets. Understand client’s needs and provide the details and value of Acorn’s products and services using budgets. Create the best strategies with the help of other Acorn departments to meet customer needs.
Contract renewals/ Re-negotiations. By the end of a contract, account Managers should see any opportunities for renewals, upsells, and cross-sells and secure new contracts.
Administration. Compile accurate client account notes and inventory records.
Products & Services. AM team must master Acorn’s products and services.
Escalation management. Resolve customer issues promptly by engaging relevant departments effectively and efficiently.
Want vs Need. Help the customer with what is the actual need vs what they want. Guide the customer with the help of Acorn departments to always do the right thing for the customer, what is best for the customer.
Analyze client requirements and tailor solutions that align with their business objectives.
Conduct product demonstrations to showcase features and benefits effectively.
Manage pre-sales activities, collaborating with sales teams to identify opportunities and drive growth.
Collaborate with cross-functional teams to enhance product offerings based on client feedback.

Solutions Architecture & Technical Design

Technical Pre-Sales & Scoping: Analyze complex business requirements and engineer scalable solutions leveraging our standardized technology stack. Ensure proposed solutions avoid technical debt and align with our operational capabilities.
Technical Translation & Value Realization: Act as the primary translator between engineering and the business. Effectively articulate dense technical concepts (e.g., zero-trust network rollouts, BCDR RPO/RTO metrics) into compelling, easily understood business value propositions.
Engineering Alignment: Maintain tight collaboration with our Service Delivery, PMO, and Security teams to validate that your proposed architectures are deployable, secure, and operationally supportable.

Client Environment Stewardship & Lifecycle Management

Strategic Portfolio Management: Direct the technological maturity of a curated portfolio (approximately 10 accounts), scaling your architectural approach to fit both standard SMBs and highly complex, compliance-driven enterprise environments.
Stakeholder Alignment Cadence: Maintain a disciplined communication framework (video, on-site, analytical briefs) to ensure continuous alignment between the client's business goals and our IT service delivery.
Service Level & Contract Governance: Proactively manage the lifecycle of client agreements. Identify empirically sound opportunities for infrastructure modernization, cloud migration, and advanced cybersecurity integration.

Education & Experience

Experience: Minimum of 3-5 years of verifiable experience in Technical Account Management, Systems Engineering, IT Consulting, or Solutions Architecture within a Managed Service Provider (MSP) or enterprise IT environment.
Analytical Aptitude: Proven capability to understand and converse on multi-variable infrastructure challenges, diagnose systemic issues, and synthesize scalable, secure solutions.
Communication: Exceptional ability to command a room of C-level executives, presenting complex technical data and risk assessments with authority and clarity.

Core Technical Proficiencies

You must possess the vocabulary and understanding of our core stack:

Cloud & Infrastructure: Microsoft 365 (MDM, Entra ID, SharePoint architecture) and Microsoft Azure (IaaS, PaaS fundamentals, resource management).
Virtualization & Compute: Hypervisor management (VMware vSphere) and Hyper-Converged Infrastructure (HCI) deployments (e.g., Scale Computing).
Business Continuity & Disaster Recovery (BCDR): Operational understanding of enterprise backup topologies, immutability, and failover orchestration (Datto, Veeam).
ITSM & Telemetry Tools: Proficiency in extracting and analyzing data from RMM (Kaseya) and PSA (Autotask) platforms to drive decision-making.
Cybersecurity Posture: A functional comprehension the cybersecurity ecosystem.

Key Performance Indicators (KPIs)

You will be evaluated on the operational maturity and stability of your portfolio:

Account Retention & Platform Stability: Maintenance of gross revenue retention and the empirical reduction of client churn through proactive IT governance.
Client Satisfaction & Alignment: Consistent execution of the QBR cadence and the resulting quantitative indices of client satisfaction (CSAT), indicating high confidence in our IT leadership.

Education

Bachelors in Computer Science preferred or related experience.

Why work at Acorn?

At Acorn Technology Services, we’re more than just an IT solutions provider — we’re a team committed to excellence, innovation, growth, and making a difference. Here’s why joining our organization is a rewarding career choice:

Cutting-Edge Technology: You’ll work with the latest tools and solutions, helping clients succeed in a rapidly evolving digital landscape.
Collaborative Culture: Be part of a supportive, inclusive team where your ideas and contributions truly matter.
Make an Impact: Your work directly helps clients enhance their operations, security, and productivity.
Innovative Environment: We foster creativity and encourage new ideas to solve complex challenges.
Join a Growing Company: Be part of a company with a strong reputation and a vision for expansion and success.

Job Type: Full-time

Benefits: