Technical Account Manager

POSITION SUMMARY

The Technical Account Manager (TAM) serves as the strategic technology advisor and primary business relationship owner for assigned clients. The TAM is responsible for aligning client business objectives with FIT Solutions' technology services, driving client success, identifying opportunities for improvement, mitigating risk, and ensuring long-term client retention and growth. This role partners closely with engineering, service delivery, cybersecurity, procurement, and sales teams to deliver measurable business outcomes and exceptional client experiences.

ABOUT FIT SOLUTIONS

FIT Solutions is an innovative national IT Services firm, and we are growing every day. We are focused on creating a culture of elite raving fans for our employees that solves business problems for our clients. We are on a mission to impact the lives touched by technology. We teach and promote individuals to set and achieve their personal, professional, and financial goals through the work we do together. Measuring results against best-in-class businesses, we are focused on hitting targets. We are a humble and adaptable group of people who continue to train, and role play daily in pursuit of our goals. We are a great fit for team members that are aligned and thrive in a fast-paced, results driven environment.

PRIMARY OBJECTIVES

• Streamline clients through consultation and strategic technology planning to maintain client profitability. (TBP’s Delivered)
• Provide ongoing planning, strategy, and development of strategic initiatives that improve operational efficiency, security posture, and business continuity. (Weekly/Monthly Meetings)
• Maintains and develops existing client base to ensure customers satisfaction with FIT Solutions services and support. (CSAT)
• Expand existing relationships through proactive communication and problem solving to retain clients. (Client Retention Metric/Revenue Retained Under Management)
• Oversee client contract reviews, revisions, renewals, and renegotiations to ensure alignment with client needs, service expectations, and company objectives.

SECONDARY OBJECTIVES

• Leads quarterly Technology Business Planning meetings that review strategic initiatives, security posture, technology lifecycle planning, and service performance metrics.
• Identifies at-risk clients and escalates potential risks or challenges to retain client business.
• Builds trusted client relationships through a deep understanding of each client's business objectives, operational challenges, and long-term goals.
• Provides excellent customer service and develops client satisfaction to ensure clients renew contracts and provide referrals.
• Collaborates with engineering teams to promote a customer-first mindset and ensure technical deliverables align with client expectations.
• Visits clients on a routine basis and facilitates introductory meetings for all new clients.
• Corresponds with points of contact on a weekly basis of each of FIT Solutions’ accounts.
• Participates in the onboarding of new clients by learning business practices and helps direct the engineering team in the understanding of client priorities.
• Procures quotes for hardware and software and presents to clients in conjunction with procurement department.
• Participates in daily and weekly operations meetings to track task and project closures in a timely manner.
• Partners with sales team to attract new business.
• Perform other duties as assigned.

COMPETENCIES

• Strong understanding of managed IT services and the Managed Service Provider (MSP) delivery model.
• Strong contract management and negotiation skills, including reviewing agreements, recommending revisions, and leading renegotiations as needed.
• Working knowledge of Microsoft 365, Azure, cloud infrastructure, cybersecurity, backup and disaster recovery, networking, and endpoint management.
• Ability to understand client business needs and translate technical concepts, risks, and recommendations into clear business outcomes.
• Ability to serve as a strategic liaison between clients and internal technical teams, ensuring alignment on priorities, expectations, and technology initiatives.
• Experience developing and discussing technology roadmaps, budgets, lifecycle planning, and strategic IT initiatives with business leaders.
• Ability to identify technology risks, service gaps, and opportunities for improvement and coordinate appropriate solutions with technical teams.
• Strong client relationship management skills with the ability to build credibility and trusted-advisor relationships with business and technical stakeholders.
• Ability to lead executive business reviews, technology planning discussions, and other strategic client conversations.
• Strong written, verbal, presentation, and interpersonal communication skills.
• Ability to manage multiple client priorities and commitments while maintaining a high level of responsiveness, organization, and follow-through.

EDUCATION AND EXPERIENCE

• Minimum of 3 years of experience in technical account management, account management, customer success, consulting, or service delivery within an MSP, IT services, cybersecurity, or related technology environment.
• Experience managing B2B client relationships and serving as a primary or strategic point of contact for clients.
• Experience conducting executive business reviews, technology roadmap discussions, and strategic planning sessions.
• Experience collaborating with IT engineers, service delivery teams, project teams, and other technical resources to address client needs and achieve business objectives.
• Technical background or equivalent experience working closely with IT engineering and technical service teams preferred.
• Demonstrated ability to build strong professional relationships and communicate effectively with stakeholders at varying levels of technical expertise.
• Self-motivated and proactive, with the ability to identify client needs, take initiative, and drive action through completion.
• Ability to work effectively both independently and collaboratively in a remote, team-oriented environment.
• Adaptable and able to manage changing priorities in a fast-paced environment.
• Strong organizational and time-management skills with the ability to produce high-quality work and meet deadlines.
• Demonstrated resilience and sound judgment under pressure while maintaining focus on client satisfaction and strategic objectives.

BENEFITS

FIT Solutions has your back, and is proud to offer a rich benefit package to our employees, including:

• Health, Dental & Vision Insurance (premiums paid up to 99% for employee coverage)
  • Options include, PPO, HDHP, HMO and ACO
  • Multiple carrier options.
• FSA (dependent and medical), HSA options (for qualified plans) and supplemental insurance options.
• $10,000 employer-paid Life Insurance & AD&D (employees have the option to buy up).
• Paid holidays.
• Paid time off.
• Paid sick leave.
• Flexible “hybrid” work environment.
• Retirement plan (401K).
• Professional training & development opportunities.

PHYSICAL REQUIREMENTS

• Ability to spend prolonged periods of time standing, speaking, walking, driving, and/or sitting.
• Requires ability to occasionally lift up to 25lbs.
• Travel: Up to 30%.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

AAP/EEO Statement
FIT Solutions is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.  We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics.