Technical Account Manager

About the Role

CIO Technology Solutions has been serving Tampa Bay businesses since 2010. Clients know us by name, and we know their businesses. Our team is built around responsiveness, accountability, and treating every client like they are our only one.

The Technical Account Manager owns the client relationship after the contract is signed. This role is responsible for retention, satisfaction, and making sure every client sees clear, ongoing value in the partnership.

• Own a defined book of accounts. Know each client's environment, concerns, and business goals.
• Monitor account health indicators including ticket volume, escalations, and survey scores. Identify at-risk accounts early.
• Conduct Quarterly Business Reviews (QBRs) for all managed accounts. Prepare the agenda, run the meeting, and follow up on action items.
• Address dissatisfaction directly. Clients contact the service desk for technical issues. The TAM handles relationship concerns, escalations, and recovery conversations when service failures impact the client.
• Track contract renewal dates and initiate retention conversations 90 days in advance.

• Serve as the primary point of contact for assigned clients. Respond to non-technical inquiries, escalations, and relationship concerns.
• Communicate proactively about service changes, maintenance windows, or issues affecting the client environment.
• Translate technical updates into plain business language. Clients should always understand what is happening and why it matters.
• Set and manage client expectations. Never overpromise.

• Review open tickets and escalations for assigned accounts. Ensure SLAs are being met and follow up when they are not.
• Coordinate with the service desk and project teams on client-impacting work.
• Attend internal account reviews. Flag accounts with recurring issues before they become retention risks.
• Participate in weekly internal team meetings. Come prepared with account status updates, at-risk flags, and any items requiring cross-team coordination.
• Maintain accurate account documentation in IT Glue and Connect Wise.
• Pull and review account reports in Connect Wise Manage independently. Do not rely on engineers to gather account data for you.

• Maintain a 12-month technology roadmap for each assigned account, updated quarterly.
• Present roadmap updates during QBRs. Clients should always know what is coming, what is aging out, and what decisions they need to make.
• Coordinate with the service desk and project teams to ensure roadmap items are properly scoped and budgeted.
• Flag aging hardware, end-of-life software, and licensing changes before they become emergencies.
• Document roadmap status in IT Glue for each account.

• Identify opportunities where additional services would genuinely benefit the client. Build the quote and work it through to close in coordination with the service desk and project management teams.
• Own the client relationship from the first day of a new agreement. Attend the kickoff call, introduce yourself as the primary point of contact, and manage the relationship through the first 90 days and beyond.
• Establish a proactive outreach cadence for each account. Clients should hear from their TAM before they have a reason to call.

• Client retention rate: maintain or exceed company target month over month
• Q  completion rate: 100% of managed accounts reviewed on schedule
• CSAT/survey scores: meet or exceed team average each quarter
  
  At-risk account identification: no surprise cancellations from accounts in your book
• Response time: all client inquiries acknowledged within 2 business hours
• Roadmap currency: 100% of managed accounts have an active, documented roadmap at all times

• 2 to 5 years in a client-facing role: account management, customer success, or B2B service delivery
• Demonstrated ability to manage multiple accounts simultaneously without dropping the ball
• Comfortable holding difficult conversations with clients. Can deliver bad news clearly and professionally.
• Enough technical literacy to understand what the service desk does…