Why Work at M3 Networks:
At M3 Networks, we are dedicated to providing exceptional IT solutions and managed services that drive success for our clients. Joining our team means working alongside skilled professionals in a collaborative, growth-focused environment where your expertise and contributions make a difference. We prioritize innovation, professional development, and a work-life balance that empowers our employees to thrive. If you are passionate about technology and eager to solve complex IT challenges, M3 Networks is the place to advance your career and make an impact.
Technical Account Manager
Department: Service and Support
Reports to: Service Manager
General Summary:
The Technical Account Manager (TAM) is responsible for managing and strengthening the technical relationship with assigned clients, acting as a trusted advisor and technical advocate. This role integrates technical support, project management, and strategic planning to ensure clients maximize their value from M3 Networks’ services. Proficiency in a CRM or PSA is critical for managing ticketing, reporting, and technical processes.
Position Responsibilities:
• Client Engagement:
• Serve as the primary technical point of contact for assigned clients.
• Maintain regular communication with clients to address technical needs and provide updates.
• Conduct proactive risk assessments and recommend technical improvements.
• Technical Operations:
• Monitor and manage client environments using RMM tools and ConnectWise
• Develop and execute detailed technical roadmaps tailored to client needs.
• Collaborate with the service team to ensure SLA compliance.
• Strategic Planning:
• Work with Account Managers and sales team to align technology solutions with client goals.
• Prepare and present technical strategies during QBRs and other client meetings.
• Document and resolve systemic issues to improve client environments.
• Training and Mentorship:
• Mentor junior engineers and provide knowledge-sharing sessions.
• Stay updated on emerging technologies and conduct internal training sessions.
Knowledge, Skills, and Abilities:
• Expert proficiency with ConnectWise Manage and Automate preferred
• Strong understanding of networking, server administration, and cloud platforms (Azure, AWS).
• Knowledge of cybersecurity frameworks and best practices.
• Exceptional project management skills, including the ability to manage technical projects end- to-end.
• Excellent verbal and written communication skills for client-facing interactions.
Credentials and Experience:
• 3+ years of experience in technical account management or similar roles within an MSP.
• Certifications such as CompTIA Network+, Security+, or equivalent preferred.
• Proven track record of delivering technical solutions and maintaining high client satisfaction.
Work location:
- 60% (Remote)
- 40% (onsite)
Salary and Benefits:
• Salary Range: $70,000 to $85,000 annually, commensurate with experience.
• Full benefits package, including health, dental, and vision insurance.
• Paid vacation and sick leave.
Hiring Process:
1. Submit your application.
2. Complete an online video interview.
3. Participate in a Zoom interview (20 minutes).
4. Take a technical assessment (30 minutes to 1 hour).
5. Attend an in-person interview (1 hour).