Key Facts

Remote From:

Austria , Canada , California (USA)

Full time

English

Hard Skills

Other Skills

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Collaboration
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Communication
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Leadership
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Strategic Planning
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Consulting
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Relationship Management
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Problem Solving

Roles & Responsibilities

Experience in an MSP environment or Technical Account Management role focused on stability, security, and technical health of client environments.
Ability to translate complex technical data into business insights for quarterly business reviews and client leadership.
Knowledge of standards auditing, backups with encryption, MFA enforcement, firmware updates, vCIO collaboration, roadmapping, and IT budgeting.
Experience with documentation governance (e.g., ITGlue or Hudu), escalation management, and onboarding of new clients into managed environments.

Requirements:

Lead technical strategy and standards alignment, including audits against Golden Standards, collaboration with the vCIO for 12–36 month roadmaps and IT budgets, and lifecycle management planning.
Proactively manage health and security by monitoring vulnerability trends, coordinating remediation with the security team, and maintaining accurate client documentation in ITGlue or Hudu.
Ensure DR readiness by validating backup and disaster recovery (BDR) plans meet the client’s Recovery Time Objective (RTO) beyond basic green checks.
Drive client advocacy and relationship management through technical reviews, escalate as Senior Point of Contact for complex issues, and oversee onboarding of new clients into the MSP environment.

Red Cup IT

Computer Hardware & Networking

About Red Cup IT

Red Cup IT is an enterprise-grade IT firm that provides MSP, MSSP, Project Delivery, and Skill Augmentation solutions. We have been in business for twelve years and support clients across the United States. Our hallmark is the delivery of skillsets in more than 100 IT solutions and SaaS applications. Red Cup IT’s technical staff constantly cross-train across their specializations. Our company culture is unusual for firms of our nature. We strongly believe in IT skill transfer and knowledge sharing. Our customers’ business and IT leaders appreciate that we take care of the technical details so that they can focus on their strategic and business missions. Our end users appreciate the white glove support we provide. We focus on vendor relationship development and know how to get the most out of our partnerships on behalf of our clients.

Company type: SME

Industry: Computer Hardware & Networking

Founded: 2018

Company size: 11 - 50

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Job description

We are looking for a Technical Account Manager (TAM) in a Managed Service Provider (MSP) environment is a hybrid position that sits at the intersection of high-level systems engineering and strategic client advocacy. Unlike a standard Account Manager, who focuses primarily on contracts and renewals, a TAM is the "technical glue" that ensures a client’s IT environment stays healthy, secure, and aligned with their business goals.

1. Core Mission

The TAM’s primary goal is to bridge the gap between technical operations (the Help Desk and Engineering teams) and the client’s business leadership. They serve as a Proactive Consultant rather than a reactive troubleshooter, focusing on long-term stability rather than just "putting out fires."

2. Key Responsibilities

Technical Strategy & Standards Alignment

Standards Auditing: Regularly audit the client’s infrastructure against the MSP’s "Golden Standards" (e.g., ensuring backups are encrypted, firmware is updated, and MFA is enforced).
vCIO Support: Collaborate with the Virtual CIO (vCIO) to develop 12-to-36-month technology roadmaps and realistic IT budgets.
Lifecycle Management: Track aging hardware and software; plan and propose upgrades before "End of Life" (EOL) status creates security vulnerabilities or productivity bottlenecks.

Proactive Health & Security

Vulnerability Management: Monitor security dashboards to identify trends—such as recurring malware alerts or failed patches—and coordinate remediation with the security team.
Documentation Oversight: Ensure the client’s technical documentation (network maps, SOPs, vendor contacts) is accurate and updated in tools like ITGlue or Hudu.
Backup & Disaster Recovery (BDR): Go beyond "green checks" to ensure disaster recovery plans are actually viable and meet the client's Recovery Time Objective (RTO).

Client Advocacy & Relationship Management

Technical Reviews: Lead or support Quarterly Business Reviews (QBRs) by translating complex technical data into business-relevant insights (e.g., "Your server uptime is 99%, but your aging Wi-Fi is slowing down the warehouse team by 20%").
Escalation Management: Act as the "Senior Point of Contact" for complex technical issues that the Tier 1 or Tier 2 Help Desk cannot resolve or that require high-level client communication.
New Tech Onboarding: Oversee the technical transition of new clients into the MSP’s managed environment to ensure a seamless "Day 1."

3. How the TAM Role Differs

In many MSPs, the lines between roles can get blurry. Here is how the TAM stands out:

Feature	Account Manager (Sales)	Technical Account Manager (TAM)
Primary Focus	Quotas, renewals, and contracts.	Stability, security, and technical health.
Key Metric	Monthly Recurring Revenue (MRR).	Client Satisfaction (CSAT) & Standard Alignment.
Daily Activity	Sales calls and contract negotiations.	Systems audits and roadmap planning.
Expertise	Business & Relationship Management.	Engineering & IT Infrastructure.

4. Key Performance Indicators (KPIs)

A successful TAM is measured by the stability and profitability of their assigned accounts:

Alignment Score: The percentage of the client's tech stack that matches the MSP’s best practices.
Ticket Noise Reduction: Successfully lowering the volume of reactive tickets by fixing root causes.
Client Retention: Keeping clients long-term through technical trust and transparency.
Project Leads: Identifying technical gaps that lead to necessary project work (e.g., a cloud migration or network refresh).