Job detail
Technical Account Manager, MSP
Accellis Technology Group
Cleveland, Ohio, United States
Job description
Accellis Technology Group is seeking a Technical Account Manager (TAM) to serve as a trusted advisor and operational partner for our managed IT clients.
This is a client-facing role focused on helping organizations get more value from technology while improving service outcomes, reducing recurring issues, strengthening cybersecurity, and aligning clients with best practices.
The ideal candidate combines strong relationship skills with practical technical knowledge and has experience working in a Managed Service Provider (MSP) environment.
If you enjoy working with clients, analyzing technology trends, solving operational challenges, and helping businesses make smarter technology decisions, we'd love to talk with you.
What You'll Do
As a Technical Account Manager, you will:
- Build and maintain strong relationships with assigned clients
- Serve as the primary point of contact for service-related concerns, escalations, and operational questions
- Conduct recurring client business reviews and technology health reviews
- Identify recurring support issues and recommend practical improvements
- Analyze support trends, ticket data, and client technology environments
- Help clients align with cybersecurity, lifecycle, backup, documentation, and technology best practices
- Partner with Service Desk, Engineering, Cybersecurity, and Project teams to drive successful outcomes
- Identify improvement opportunities and coordinate follow-up actions
- Review licensing, technology usage, and service alignment
- Assist in uncovering opportunities for infrastructure modernization, security enhancements, and operational efficiencies
What Success Looks Like
Successful TAMs at Accellis:
- Build trusted relationships with clients
- Reduce recurring technical issues and support interruptions
- Improve client satisfaction and retention
- Help clients become more secure and operationally mature
- Turn insights into action through strong follow-through and accountability
- Create opportunities that benefit both the client and Accellis
Required Qualifications
- 2+ years of experience working for a Managed Service Provider (MSP)
- Experience managing client relationships in an IT services environment
- Understanding of Microsoft 365, endpoint management, cybersecurity, backup solutions, and modern IT infrastructure
- Experience working with ticketing systems and service delivery teams
- Strong communication and presentation skills
- Ability to explain technical concepts to non-technical audiences
- Strong organizational skills and attention to detail
- Ability to coordinate multiple client priorities simultaneously
Preferred Qualifications
- Technical Account Manager experience
- vCIO, Client Success Manager, Service Delivery Manager, or Account Management experience in an MSP
- Experience conducting client business reviews or QBRs
- Experience reviewing ticket trends and service metrics
- Knowledge of Microsoft 365, Entra ID, Intune, security platforms, and managed services operations
Why Join Accellis?
At Accellis, we believe great client outcomes start with great people. You'll work alongside a collaborative team of engineers, cybersecurity professionals, service leaders, and business advisors focused on helping our clients succeed through technology.
We provide opportunities for growth, professional development, and meaningful impact while maintaining a culture built on accountability, teamwork, and continuous improvement.
Ideal Backgrounds
Candidates from the following roles are encouraged to apply:
- Technical Account Manager
- MSP Account Manager
- Client Success Manager
- Service Delivery Manager
- vCIO
- IT Consultant
- IT Operations Manager
- Systems Administrator looking to transition into a client-facing role
Accellis Technology Group provides outsourced IT services to businesses with 10 to 400 employees. Our clients often hire us because they have outgrown their current IT provider and are looking for an organization with solid processes, dependable systems, a focus on strategy and an even more solid staff behind them. We've been in business since 2001 and are recognized as one of the largest MSPs in Ohio. With robust partnerships, excellent leadership, and a fantastic culture, Accellis Technology Group is unstoppable. Come and be a part of it.Company DescriptionOur mission at Accellis Technology Group is to have a positive lasting impact on our people, our clients, and our community. We strive to Deliver Transformative Technology and Exceptional Experiences through a Disciplined Commitment to Well Aligned People, Partners, Technology, and Clients We look to reward those individuals that join us with a fun and hard-working environment that delivers the professional, personal, and yes - financial - returns we are all seeking.
Accellis Technology Group provides outsourced IT services to businesses with 10 to 400 employees. Our clients often hire us because they have outgrown their current IT provider and are looking for an organization with solid processes, dependable systems, a focus on strategy and an even more solid staff behind them. We've been in business since 2001 and are recognized as one of the largest MSPs in Ohio. With robust partnerships, excellent leadership, and a fantastic culture, Accellis Technology Group is unstoppable. Come and be a part of it.