{Experienced) Technical Account Manager

Job Title: Experienced Technical Account Manager

Department: Client Services / Account Management
Reports To: CEO

About MYDWARE IT Solutions Inc.
MYDWARE is a dynamic and growing IT provider dedicated to delivering high-quality managed IT services, cloud solutions, and cybersecurity expertise to our valued clients. We pride ourselves on our proactive approach, technical proficiency, and commitment to building strong, lasting partnerships. With a focus on Cybersecurity, Honesty and Integrity Above All, Responsiveness, Reliability, Innovation, and Customer Satisfaction, we help businesses leverage technology to achieve their goals.

Job Summary:
The Technical Account Manager (TAM) is a critical role that bridges the gap between sales, technical delivery, and client satisfaction. This individual is responsible for building and nurturing strong, long-term relationships with our clients, acting as their primary point of contact and trusted advisor for all technical matters. The TAM will proactively identify client needs, ensure service delivery aligns with expectations, and identify opportunities for growth and improvement. This role requires both technical aptitude and excellent communication and relationship-building skills.

Key Responsibilities:
Client Relationship Management:
- Develop and maintain strong, trusting relationships with assigned client accounts.
- Serve as the primary point of contact for all technical inquiries and escalations.
- Understand clients’ business objectives, IT environments, and strategic goals.
- Conduct regular client meetings to discuss performance, identify needs, and provide updates.
- Manage and oversee client onboardings, ensuring our SOP is followed, and customer is kept informed at each step.
- Manage and oversee client projects ensuring they stay on task, on time and well communicated to the client.
- Advocate for client needs within the company.

Technical Oversight and Delivery:
- Collaborate with technical teams to ensure timely and effective service delivery.
- Monitor client systems and proactively identify potential issues.
- Review ticketing system queues to ensure clients are responded to in a timely and professional manner
- Review and interpret technical reports and performance data for clients.
- Assist in troubleshooting complex technical issues, if needed.
- Participate in the planning and implementation of new projects and technologies.

Proactive Account Growth:
- Identify opportunities for upselling and cross-selling our services.
- Understand the client’s technology roadmap and propose solutions to meet future needs.
- Collaborate with sales team to develop and present proposals for new services.
- Stay up-to-date on industry trends and emerging technologies.

Documentation and Reporting:
- Maintain accurate and up-to-date client documentation.
- Generate regular reports on client performance, activities, and issues.
- Ensure clear communication and alignment between client and internal teams.

Process Improvement:
- Identify areas for improvement in our service delivery processes.
- Contribute to the development of best practices and internal documentation.
- Participate in teaUpgrade to see actual infoetings and share knowledge with colleagues.

Qualifications:
Experience:
- 3-5 years of experience in a technical role within the IT industry, preferably with experience in managed services (MSP).
- Proven experience managing client accounts and building strong relationships.
- Experience with a variety of IT infrastructure and technologies (e.g., networking, servers, cloud platforms, security solutions).

Technical Skills:
- Solid understanding of network infrastructure, server systems, and cloud technologies.
- Solid understanding of cloud technologies specifically Microsoft 365.
- Familiarity with common operating systems (Windows, macOS, Linux).
- Basic understanding of security best practices.
- Ability to quickly learn and adapt to new technologies.
- Experience with remote management tools and ticketing systems is a plus.

Soft Skills:
- Excellent communication, interpersonal, and presentation skills.
- Strong problem-solving and analytical skills.
- Ability to manage multiple tasks and priorities effectively.
- Proactive and solution-oriented mindset.
- Ability to work both independently and collaboratively within a team.
- Detail oriented and extremely well organized with time management and project management

Education:
- Bachelor’s degree in Information Technology or a related field is preferred but not required.
- Relevant industry certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.

Ideal Candidate:
- Extremely customer centric and customer focused
- A good solid understanding of technology (switches, firewalls, servers, M365)
- Has previous Managed Services Provider (MSP) experience
- Familiar with popular RMM and IT Documentation platforms
- Familiar with PSA Tools
- Familiar with with Microsoft 365 (MS Teams, MS Project, Word, Excel, Outlook etc)
- Proven track record for managing multiple projects to completion
- Ability to problem solve and proactively implement efficiency solutions within their department

Compensation and Benefits:
- Competitive salary commensurate with experience.
- Opportunities for professional development and growth.