Technical Account Manager

CIO Technology Solutions Technical Account Manager

CIO Technology Solutions has been serving Tampa Bay businesses since 2010. Clients know us by name, and we know their businesses. Our team is built around responsiveness, accountability, and treating every client like they are our only one.

The Technical Account Manager owns the client relationship after the contract is signed. This role is responsible for retention, satisfaction, and making sure every client sees clear, ongoing value in the partnership.

Primary Responsibilities

Client Retention

• Own a defined book of accounts. Know each client's environment, concerns, and business goals.
• Monitor account health indicators including ticket volume, escalations, and survey scores. Identify at-risk accounts early.
• Conduct Quarterly Business Reviews (QBRs) for all managed accounts. Prepare the agenda, run the meeting, and follow up on action items.
• Address dissatisfaction directly. Clients contact the service desk for technical issues. The TAM handles relationship concerns, escalations, and recovery conversations when service failures impact the client.
• Track contract renewal dates and initiate retention conversations 90 days in advance.

Client Communication

• Serve as the primary point of contact for assigned clients. Respond to non-technical inquiries, escalations, and relationship concerns.
• Communicate proactively about service changes, maintenance windows, or issues affecting the client environment.
• Translate technical updates into plain business language. Clients should always understand what is happening and why it matters.
• Set and manage client expectations. Never overpromise.

Service Oversight

• Review open tickets and escalations for assigned accounts. Ensure SLAs are being met and follow up when they are not.
• Coordinate with the service desk and project teams on client-impacting work.
• Attend internal account reviews. Flag accounts with recurring issues before they become retention risks.
• Participate in weekly internal team meetings. Come prepared with account status updates, at-risk flags, and any items requiring cross-team coordination.
• Maintain accurate account documentation in IT Glue and ConnectWise.
• Pull and review account reports in ConnectWise Manage independently. Do not rely on engineers to gather account data for you.

Technology Planning

• Maintain a 12-month technology roadmap for each assigned account, updated quarterly.
• Present roadmap updates during QBRs. Clients should always know what is coming, what is aging out, and what decisions they need to make.
• Coordinate with the service desk and project teams to ensure roadmap items are properly scoped and budgeted.
• Flag aging hardware, end-of-life software, and licensing changes before they become emergencies.
• Document roadmap status in IT Glue for each account.

Account Growth Support

• Identify opportunities where additional services would genuinely benefit the client. Build the quote and work it through to close in coordination with the service desk and project management teams.
• Own the client relationship from the first day of a new agreement. Attend the kickoff call, introduce yourself as the primary point of contact, and manage the relationship through the first 90 days and beyond.
• Establish a proactive outreach cadence for each account. Clients should hear from their TAM before they have a reason to call.

Performance Goals

• Client retention rate: maintain or exceed company target month over month
• QBR completion rate: 100% of managed accounts reviewed on schedule
• CSAT/survey scores: meet or exceed team average each quarter
• At-risk account identification: no surprise cancellations from accounts in your book
• Response time: all client inquiries acknowledged within 2 business hours
• Roadmap currency: 100% of managed accounts have an active, documented roadmap at all times

Required Skills and Experience

• 2 to 5 years in a client-facing role: account management, customer success, or B2B service delivery
• Demonstrated ability to manage multiple accounts simultaneously without dropping the ball
• Comfortable holding difficult conversations with clients. Can deliver bad news clearly and professionally.
• Enough technical literacy to understand what the service desk does and communicate it to a non-technical audience
• Proficiency in Microsoft Office and general comfort with business software
• Strong written and verbal communication. Emails are clear and concise.
• Ability to read a client environment and translate technical findings into a plain-language roadmap a business owner can act on

Preferred but Not Required

• Experience in a managed services environment (MSP)
• Familiarity with ConnectWise Manage or similar PSA tools
• Working knowledge of Microsoft 365 and basic IT concepts (enough to follow a technical conversation)
• ITIL Foundation certification or equivalent service delivery background
• Experience preparing and running business review meetings

Education

• High School Diploma or GED required
• Associate or Bachelor's degree in Business, Communications, or a related field preferred
• Relevant experience will be considered in place of formal education

Compensation

This is a salaried position. Compensation is based on retention performance and client satisfaction outcomes, reviewed during the annual performance appraisal.

Benefits

• 3 weeks PTO accrued during your first year
• Regular VTO events and company gatherings
• Stable, tenured team environment in business since 2010
• Clear growth path to Senior Technical Account Manager