Technical Account Manager

• Position: Technical Account Manager
• Location: Cranston, RI
• Compensation: $110,000 - $140,000
• MSP experience

Job Overview 

We are seeking an exceptionally skilled Technical Account Manager to serve as the primary point of contact for our largest client, a company with over 80 properties and approximately 10,000 employees. The ideal candidate will work out of our main office in Rhode Island but will primarily manage the relationship with our client based in Atlanta. This role demands a strong background in project management, cybersecurity, Microsoft 365 administration, and OKTA. 

Responsibilities 

• Act as the main liaison for the client's senior IT leadership, fostering strong professional relationships and ensuring their needs are consistently met. 

• Manage and oversee the delivery of all managed services, ensuring SLAs are consistently achieved and providing transparency in SLA measures across all service areas. 

• Lead quarterly business reviews with the client, ensuring comprehensive representation of all service towers. 

• Develop and maintain a deep understanding of the client's business objectives, IT infrastructure, and unique requirements. 

• Maintain a detailed financial framework of all services provided and develop annual budgets for all properties in collaboration with technical leads. 

• Lead and coordinate complex IT projects, ensuring on-time and within-budget delivery. 

• Proactively identify and mitigate potential issues, risks, or challenges that may impact service delivery or client satisfaction. 

• Collaborate with internal teams, including technical experts and service delivery managers, to resolve escalated issues and drive continuous improvement initiatives. 

• Provide regular status updates, reports, and presentations to both internal stakeholders and the client's leadership team. 

• Stay current with the latest industry trends, technologies, and best practices related to cybersecurity, Microsoft 365, and OKTA. 

Requirements 

• Bachelor’s or graduate degree in Computer Science, Information Technology, or a related field. 

• Minimum of 10 years of experience in IT service delivery, account management, or project management within larger or enterprise organizations. 

• Preferred experience working with clients in the hospitality industry. 

• Experience with managed service providers (full service) preferred. 

• Strong project management skills with a proven track record of successfully delivering complex IT projects. PMI or PMP certification is preferred. 

• In-depth knowledge of cybersecurity best practices (NIST framework), Microsoft 365 administration, and OKTA. 

• Microsoft, VMware, and cybersecurity certifications are a plus. 

• Exceptional communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and internal teams. 

• Demonstrated ability to work effectively with a diverse group of stakeholders, maintaining a professional demeanor and focusing on delivering results. 

• Strong problem-solving and analytical skills, with the ability to think strategically and make data-driven decisions. 

• Good understanding of IT service management with a specific focus on continuous improvement. 

• Some travel may be required. 

Soft Skills 

• Accountability 

• Attention to Detail 

• Problem-Solving 

• Decision Making 

• Critical Thinking 

Benefits 

• 401K Company Match – 4% 

• Health Insurance Premiums 100% Company Paid: United Health Care, Guardian Dental, Guardian Vision, Guardian Life Insurance 

• PTO - 80 Hours Per Year (Year 1) 

• Company Paid Options for Continued Education, Certifications, and Training