Technical Account Manager MSP

Technical Account Manager MSP

Matrix, a public company (MTRX:

TV) with 11,000 IT professionals worldwide, is the leading information technology company in Israel that has a growing presence in the US. Matrix Global Services (MGS) develops and implements leading technologies, software solutions and products, and provides infrastructure and consulting services, outsourcing, offshore, training and assimilation. It represents and markets the world’s leading system vendors.

MGS is searching for an early‑career, ambitious professional eager to build on diverse business and technical experience to pursue a career in technical sales, business development, and business and technical account management. The right candidate will join the MGS leadership team with an opportunity to assume a key role in the continued growth of our managed services and professional services practices.

The ideal candidate will be detail‑oriented, motivated to learn and grow professionally, and driven to deliver customer satisfaction on every engagement.

• Revenue Growth:
  Cultivate prospects; identify upsell and cross‑sell opportunities within assigned accounts; and work collaboratively with the sales teams to expand client engagement, driving revenue growth.
• Account Planning and Strategy:
  Collaborate with prospects and clients to understand their business objectives to develop and present strategic technical plans aligning MGS solutions with those objectives. Work with the leadership team to expand the MGS Service Catalog, and work with technical teams to develop and deploy marketable technical solutions and services.
• Client Relationship Management:
  Build and maintain strong relationships with assigned clients, acting as the primary point of contact for inquiries, service delivery, and escalations, both business and technical. Responsible for achieving and maintaining customer satisfaction at both the end user and client level through attentive service.
• Communication and Reporting:
  Communicate technical and business information effectively to both technical and non‑technical stakeholders through written reports, presentations and regular status updates, remotely and in person.
• Adherence to SLAs:
  Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs), meeting or exceeding client expectations as contractually required.
• Continuous Learning and Development:
  Stay up to date on emerging business technology, IT industry trends, and service provider best practices to provide informed recommendations and maintain a competitive edge.
• MGS Team Management:
  Direct daily activities of Managed Services and Professional Services Teams, supervising a staff of local and remote technical staff while maximizing employee satisfaction.
• Performance Monitoring:
  Monitor MGS solution performance, identifying opportunities for optimization and improvement and for additional services.
• Project Management:
  Oversee implementation of new services, upgrades, and migrations, ensuring smooth execution and minimal disruption to client operations.
• Issue Resolution:
  Proactively identify and address account and technical issues, working closely with internal teams to ensure timely resolution and client satisfaction.
• Technical Advisory:
  Utilize deep knowledge of infrastructure and networking concepts to provide technical guidance, support and solutions tailored to client needs.

• Communications:
  Must be able to communicate verbally and in writing at all levels with customers, internal staff and MGS executive leadership, translating technical topics into understandable terms and capturing business requirements.
• Documentation:
  Must produce documentation to support the sales and account management processes, including pitch presentations, proposal documents, RFP responses, solution diagrams and service level agreements.
• Financial
  
  Experience:
  
  Must forecast service delivery costs, calculate profitability of accounts using Excel, and participate in P&L discussions with awareness of basic accounting terms.
• People Management:
  Must manage direct reports and front‑line staff, addressing issues such as time and…