Technical Account Manager - MSP

Job: Technical Account Manager - MSP
Salary:£45,000-£55,000 Base + Commission (£75,000+ OTE)
Sector: Managed Service Provider (MSP)
Location: London, hybrid
Benefits: 34 Days’ Annual Leave, Formal paid training, Private Healthcare, Company Pension

Company Overview: An award-winning Managed Service Provider which specialises in Managed IT, Transformation, Cloud and Security is looking for a driven Technical Account Manager who has experience in the MSP space to join its growing team.

Role Overview: In this role, the Technical Account Manager will work alongside clients to achieve their objectives and also take ownership of technical issues, ensuring they are resolved while prioritizing prevention of recurring problems.

The ideal candidate brings previous technical hands-on experience in supporting systems within Office 365, Azure, and Windows environments. They should demonstrate the ability to build strategic, trust-based partnerships with clients.

Key Responsibilities:

• Build strong relationships with clients to evaluate and address their technology, support, and security needs, identifying opportunities to up-sell and cross-sell.
• Analyse customer systems and recommend technical enhancements that incorporate new technologies to support their growth.
• Provide innovative, cost-effective solutions that align with client requirements.
• Collaborate with helpdesk and sales teams to address and resolve complex incidents and service requests, delivering exceptional support to customers and stakeholders.
• Consistently achieve and maintain a client satisfaction rating of 90% or higher by ensuring regular communication and delivering timely solutions to issues.
• Manage and troubleshoot technical service disruptions, including urgent or crisis situations.
• Serve as a key link between the help desk and the client, fostering a unified vision and stronger collaboration.
• Oversee system configuration changes or updates as needed, ensuring best practices are followed.
• Maintain up-to-date technical documentation for all customer solutions.
• Work closely with both the client’s internal service desk and our own support teams, offering training to improve issue management and resolution processes.

Required Skills

• Proficient in Active Directory, Windows Server, Virtual Machines, and Office 365 and Azure platforms.
• Experience in an IT / Service Desk Support or Infrastructure position.
• Familiarity with collaboration tools such as SharePoint, OneDrive, Teams.
• Proven experience working in an MSP environment.
• A minimum of 2 years of direct experience in a similar role, ideally involving face-to-face support for external clients.
• Strong understanding of ITIL best practices and documentation.
• Exceptional customer service abilities, with a focus on empathy and ensuring tasks are completed to deliver a positive customer experience.
• Excellent organizational skills to manage multiple incidents and requests simultaneously.
• Strong interpersonal skills, including active listening and effective communication.
• Adaptable and able to thrive in a fast-changing work environment with shifting priorities.
• Quick to learn and apply new technologies in a practical setting.#

This is an exciting and fast-paced role for a driven and ambitious Account Manager who is looking to further develop their career, and earn uncapped commission in the process - to be considered, ensure you apply now!

Technical Account Manager - MSP - Managed IT - Cloud - Cybersecurity - IT - Client Account Manager - Customer Success