Technical Account Manager - MSP Job Wilmington area,North Carolina USA,IT/Tech

Technical Account Manager Job Purpose

The purpose of this role is to manage approximately 90 of our smallest clients, with monthly recurring revenue of about $1,500 or less. Managing an account involves a few key outcomes:

Client Retention and Attention – working to resolve any issues or frustrations they might have through regular client check‑in calls (you would work with management / technical support teams to fix the issues, you would not be the one fixing technical problems directly).

Client MRR Growth – Making appropriate recommendations so that the client’s monthly spend increases approximately 20% annually due to new products or services they purchase through CW IT Support that have a recurring component, such as additional cyber security, new users / device licenses, M365 products, etc.

Project Sales / One‑time Revenue Sales – Creating, presenting, and closing proposals for projects that would benefit the client, such as network upgrades, phone systems, M365 migrations, computer replacements, etc.

Position Metrics / KPIs

Key Activities

# of client check‑in calls or visits
# of TBRs Performed (Technology Business Reviews)
# of Proposals Delivered

Key Results

# of Proposals Won
One‑time Revenue Sold
Monthly Recurring Revenue Sold (upticks)
Total MRR under Management

Key Competencies

Customer Service and Communication Skills
, in person, over video, and on the phone. First and foremost, this is a customer service position with client retention as the number 1 goal.
Technical Knowledge
- M365 Technologies in terms of features, benefits, how it works
- Microsoft Azure Fundamentals
- Intune / Endpoint Management Fundamentals
- Microsoft Windows 10 / 11 Fundamentals
- VoIP Technology Fundamentals Competency in using Word, Excel, Power Point
- Typing of 50+ WPM
- Networking Fundamentals
  - Firewalls / Routers, Switches, Cabling, Network Rack Setups, WiFi Technology
Sales Ability
- Estimating / Quoting Experience
- Presentation / Closing Experience (with existing clients)
- Prior Account Management Experience

Compensation

$50,000 base salary + bonuses + profit sharing + benefits. Total comp expected to be $60,000+.

Bonus Structure

Bonuses are based on your personal contribution of OTR sales (one time revenue) as well as for overall MRR growth (retention, new client MRR / upticks) of existing accounts you manage.

Project Revenue Bonus on Personal Sales

$50,000 per quarter - $0 Bonus (QUOTA)

$60,000+ per quarter - $1,000 Bonus

$75,000+ per quarter - $2,000 Bonus

$90,000+ per quarter - $3,000 Bonus

MRR Bonus (based upon MRR growth for accounts you manage)

$2,000 per quarter QUOTA = no bonus

Red Goal: $3,000 per quarter = $1,500 Bonus

Yellow Goal: $4,000 per quarter = $2,000 Bonus

Green Goal: $5,000 per quarter = $2,500 Bonus

Bonus Structure would allow for $74,000 annual total comp with estimate profit sharing of $500 per quarter.

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