Technical Account Manager

Title: Technical Account Manager
Location: Rochester, NY
Reports to: Manager, Account Management

The Technical Account Manager will be responsible for serving as the primary technical liaison for our managed IT services customers, ensuring exceptional service delivery and identifying opportunities for account growth. This role focuses primarily on our traditional IT services portfolio while providing opportunities to develop cloud expertise and grow into our expanding AWS practice. The ideal candidate will combine strong technical troubleshooting skills with excellent customer relationship management abilities to maintain high customer satisfaction and drive business growth.

Responsibilities, including success measures and KPIs:
· Serve as the primary point of contact for assigned Managed Services accounts, building trust and delivering exceptional support
· Meet regularly with customers to review service performance and align technology roadmaps with business goals
· Maintain high customer satisfaction scores and Net Promoter Scores (NPS)
· Ensure timely response to customer inquiries and proactive communication of service updates
· Consult with customers to understand their business and technical objectives; recommend architecture, security controls, and best-practice solutions
· Own and resolve customer escalations and requests efficiently and effectively
· Communicate status updates, planned changes, and maintenance activities in plain language to non-technical stakeholders
· Coordinate with internal engineering and support teams to ensure services are delivered efficiently and meet SLAs
· Partner with the sales team to identify and execute cross-sell and up-sell opportunities within existing accounts
· Meet quarterly targets for identifying new service opportunities within assigned accounts
· Contribute to account growth metrics and revenue expansion
· Develop and maintain comprehensive account plans for assigned customers
· Stay current on emerging technologies and service offerings to better advise customers
· Achieve AWS Cloud Practitioner certification within six months of hire
· Maintain accurate customer documentation and interaction records
· Contribute to internal knowledge base and best practices documentation

Top candidates will have the following:
· Strong technical foundation in IT infrastructure and services
· Natural customer service orientation with excellent communication skills
· Ability to translate complex technical concepts into business language
· Proactive problem-solving mindset with attention to detail
· Interest in learning cloud technologies and growing into the AWS practice
· Strong organizational skills with ability to manage multiple customer relationships
· Collaborative approach to working with internal teams and customers
· Business acumen to identify growth opportunities within existing accounts
· Adaptability and willingness to learn new technologies and processes
· Professional demeanor suitable for executive-level customer interactions

Required Experience for the Role:
· Bachelor's degree or Associate degree plus 3+ years of relevant IT experience
· 2+ years in a hands-on technical role (networking, security, cloud platforms, infrastructure, etc.)
· Proven experience assessing customer environments and recommending improvements
· Demonstrated ability to tailor solutions to customer needs and present them clearly to non-technical audiences
· Experience coordinating small projects from planning through execution; formal project management experience is a plus
· Strong documentation and communication capabilities
· Ability to work effectively in a remote environment with demonstrated time management skills

Preferred Experience for the Role:
· Experience in an MSP (Managed Service Provider) environment
· Background in customer-facing technical roles or technical account management
· Familiarity with ITIL frameworks or similar service management methodologies
· Experience with ticketing systems and service management tools
· Basic understanding of cloud computing concepts (AWS, Azure, or similar)
· Previous experience in professional services or consulting environments

Compensation Disclosure:
When extending an offer, Innovative considers factors including, but not limited to, the responsibilities of the specific role, market conditions, geographic location, as well as the candidate’s professional experience, key skills, and education/training.