Key Facts

Remote From:

Austria, United States

Full time

Mid-level (2-5 years)

English

Hard Skills

Other Skills

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Communication
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Time Management
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Relationship Building

Roles & Responsibilities

3+ years in an MSP or IT services environment in a client-facing role (TAM, support, Service Manager, or project coordinator with client ownership)
Strong technical fluency across SMB stacks including Microsoft 365 fundamentals, endpoint management, networking fundamentals, backup and business continuity, and security fundamentals (MFA, EDR, phishing risk, DNS filtering)
Confident presenting to executives and business owners, with strong organization, follow-through, and written communication
Experience coordinating cross-functional teams and assisting with account planning and documentation

Requirements:

Own defined client portfolio as primary point of contact, build long-term trust, run proactive communication cadences, manage escalations, and align stakeholders on priorities and outcomes
Prepare and present recurring technical business reviews (TBRs/QBRs) covering service trends, security posture, backup and infrastructure lifecycle, and convert findings into action plans and remediation roadmaps
Create accurate quotes for hardware, licensing, managed services changes, and project work; draft clear scopes of work with assumptions, exclusions, deliverables, and timelines; coordinate sourcing and procurement workflows
Coordinate internal execution with service desk, security, and projects teams to ensure work is completed and documented; maintain up-to-date client documentation aligned with standards

Xperteks Computer Consultancy, Inc.

About Xperteks Computer Consultancy, Inc.

Xperteks Computer Consultancy, Inc. is a Master Technology Servicse Provider (MTSP). We have evolved from being a managed services provider (MSP) for over 17 years. We provide comprehensive IT services to small, mid-sized and enterprise businesses nationwide. We align our business interests with owners, management team, and IT executives, by demonstrating how we can create a stable and productive working environment for a low, fixed cost through thoughtful, proactive IT management. Our proven management methods use the best of breed, next-generation technology services that maximizes uptime and performance of critical business operations. Xperteks recognizes new trends and technologies in the industry to transform business operations from being unreliable and unpredictable to stable, effective and productive. With our niche expertise in Apple computers, we pioneered the capability of adapting remote technologies that were typically only used for PC networks, to also work with an Apple-centric network. This allowed Xperteks to offer a higher level of IT services to businesses regardless of computer platform. We created our managed IT services programs as a high-quality alternative to maintaining an in-house IT staff. Our managed IT services allow executives to focus on their business and not worry about their computer operations failing or the unexpected expense of hourly rates. Business owners and executives use our programs as their IT strategy to reduce, and stabilize their operating costs, improve productivity and minimize any unexpected costs. Xperteks is a New York corporation based in the heart of New York City. Our main office is located at 132 West, 36th Street. Our central, midtown location places us at the center of New York’s mass transit system. This allows us to dispatch our teams of experts throughout the five boroughs and reach most client sites usually in less than an hour.

Company type: TPE

Founded: 2018

Company size: 11 - 50

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Job description

The Role

As our Technical Account Manager, you will own the health and growth of a defined client portfolio. You will run recurring client reviews (TBRs/QBRs), maintain account plans, coordinate internal execution, and produce quotes and scopes that turn needs into action.

You will work closely with our CTO to keep clients aligned to standards, surface risk early, and drive remediation and lifecycle planning that protects the client and strengthens the relationship.

What You’ll Do

Account Ownership and Client Leadership

Serve as the primary point of contact for assigned accounts and build long-term trust.
Run proactive communication cadences and manage escalations with calm, clear leadership.
Align client stakeholders around priorities, timelines, and outcomes.

Technical Business Reviews (TBRs/QBRs)

Prepare and present recurring business-focused technical reviews covering:

Service trends and recurring issues
Security posture and key risks
Backup and business continuity posture
Infrastructure lifecycle and refresh planning
Recommendations and prioritized next steps

Convert findings into action plans, projects, and remediation roadmaps.

Quoting and Scoping

Create accurate quotes for hardware, licensing, managed services changes, and project work.
Draft clear scopes of work including assumptions, exclusions, deliverables, and timelines.
Coordinate sourcing, vendor options, and procurement workflows as needed.

Internal Execution and Standards Alignment

Coordinate with service desk, security, and projects teams to ensure work is completed and documented.
Ensure client documentation stays current and aligned with standards in our documentation system.

Assist the CTO with account planning, standards adoption, and identifying recurring patterns that need improvement.

Required Experience and Skills

3+ years in an MSP or IT services environment in a client-facing role (TAM, support, Service Manager, Project Coordinator with client ownership, etc.).
Strong technical fluency across typical SMB stacks:

Microsoft 365 fundamentals, identity and access concepts
Endpoint management and patching concepts
Networking fundamentals (firewalls, switches, Wi-Fi basics)
Backup and business continuity fundamentals
Security fundamentals (MFA, EDR, phishing risk, DNS filtering)

Confident presenting to executives and business owners.
Strong organization, follow-through, and written communication.

What Success Looks Like

Clients feel informed and supported through consistent touchpoints and clear planning.
TBRs are delivered on-time and produce actionable next steps.
Quotes are accurate, timely, and clearly scoped with minimal rework.
Account risks are surfaced early and moved into remediation plans.
The CTO gains leverage through better account coordination, standards adoption, and documentation discipline.