Technical Account Manager at Brookwill IT Solutions | Torre
Technical Account Manager
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Brookwill IT Solutions

Technical Account Manager

Brookwill IT Solutions
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Full-time

Legal agreement: Contractor

Currency exchange and payroll taxes to be paid by:

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Remote (for El Salvador residents)
Remote (for Guatemala residents)
Remote (for Mexico residents)
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Visa sponsorship: No
Posted 2 months ago

Responsibilities

Company will be disclosed during first call. We're seeking a Technical Account Manager: - Serve as the primary relationship owner for assigned clients. - Lead recurring client meetings, service reviews, and account discussions. - Present effectively to C-level executives and other senior stakeholders. - Review service performance, open issues, recurring problems, and client concerns. - Coordinate with technical teams to drive issues through resolution. - Manage escalations and keep clients informed throughout the process. - Understand the client's technology environment, priorities, risks, and business needs. - Translate technical issues into clear business language. - Identify opportunities to improve service, security, infrastructure, or the overall client experience. - Coordinate projects, follow-ups, and commitments across multiple internal teams. - Review service metrics and help ensure expectations and service levels are being met. - Identify appropriate opportunities for additional services or solutions without using a high-pressure sales approach. Required Background: - Technical Account Management within an MSP or IT services organization. - IT Operations or Service Delivery Management. - Senior technical support or engineering experience followed by a move into client or operational leadership. Professional Attributes: - Strong executive presence and professional communication skills. - Ability to communicate comfortably with both technical teams and senior business leaders. - Experience managing client expectations and difficult conversations. - Strong understanding of IT support and managed services operations. - Experience with escalations, service delivery, ticket management, and client satisfaction. - Ability to review technical issues and determine when additional attention or escalation is required. - Strong organization and follow-through. - Ability to manage several client relationships independently. - Experience working with remote or distributed teams. - Strong written and spoken English. Preferred Experience: - Experience with MSP environments, PSA or ticketing platforms, RMM tools, Microsoft 365, Intune, endpoint management, security services, infrastructure, or IT roadmapping.
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