Technical Account Manager

About BRITECITY

BRITECITY is a Managed Service Provider (MSP) providing outsourced IT Support (remote and onsite) to small businesses in the Orange County, CA area. We value providing exceptional service to our clients and each other, a healthy work-life balance, and treating each other with kindness!

Position Summary:

BRITECITY is hiring a Technical Account Manager (TAM) to build strong relationships with its Clients, focused on ensuring excellent service delivery, technical road map forecasting and execution. This role will work closely with the BRITECITY Service Team and Project Team to orchestrate a phenomenal client experience. This is a hybrid remote role that will do their best work in the offices of our Clients in Orange County, CA.

BRITECITY’s Core Values:

BRITECITY Team Members strive to exhibit the following Core Values in all that we do:

• Respond Timely
• Execute Effectively
• Easy to Work With
• Communicate Fully and Openly

These Core Values are not optional or simply desired; they are mandatory. Our Core Values ensure exceptional service of our clients at BRITECITY.

Qualifications:

• You love supporting the success of others, through consulting, forecasting and gaining approval of technical plans.
• You have a working knowledge of all types of IT systems (Office applications / firewalls / routers / WANs / LANs / switches / access points / servers / storage / workstations / phone systems / cloud systems).
• You have the ability to work well with persons having varying degrees of technological ability: patience, sense of humor and empathy is required.
• You enjoy technical leadership and working with people.
• You adapt well in a constantly changing environment.
• You have excellent oral and written communications skills, and can choose the perfect GIF when called on.
• 7+ years of IT experience required, with 3+ years at a Managed Services Provider preferred.

Key Responsibilities

• Manage Client relationships and communication by conducting Technical Business Reviews (TBR), regular check-ins, reporting and grading
• Create Technology Business Review (TBR) presentations, providing insights and recommendations to enhance IT infrastructure, cybersecurity, and data management practices.
• Develop and maintain strategic IT roadmaps for named clients
• Function as internal Client advocate
• Regularly report feedback on team’s performance from the Client
• Recognize and report industry trends to team and Client
• Identify project sales opportunities through consulting, obsolescence reports, and new technology needs and sell to Clients
• Function as Client vCIO
• Understand how compliance and security effect Client’s technology and serve as virtual security and compliance officer for Clients
• Maintain current roadmaps and grades for all Clients
• Standardize (template) handoffs between reactive and proactive teams
• Introduce new ideas for automation

Winning Metrics:

• Technical Business Reviews with Clients delivered consistently and shared internally with the team
• Client retention
• Regular check-ins with named Client list
• Discover and influence Project opportunities in the best interest of our Clients (10k/month)
• Roadmaps up to date (as well as Client budgets, in conjunction)
• Read tech industry resources regularly
• Consistent regular communication to team and Clients

Knowledge & Skills:

• A balanced understanding of both business operations and technology landscapes, enabling the identification of IT solutions that align with client objectives.
• Experience in designing and implementing strategic IT plans that support the client's business goals and address their industry-specific challenges.
• Exceptional ability to manage multiple client relationships and priorities simultaneously, adapting quickly to new challenges and changes in the business landscape without losing focus on overarching goals.
• Excellent communication skills, capable of engaging with both technical and non-technical stakeholders to foster collaboration and drive consensus. Ability to build strong relationships with clients, understanding their business and becoming an integral part of their success.
• Familiarity with current and emerging technologies, and how they can be leveraged to drive business growth, efficiency, and security.
• Strategic guide to help Clients make thoughtful decisions related to technology, in their best interest.
• Self-motivated with the ability to work in a fast-moving environment
• Work closely with clients to understand their business model, operations, and market challenges to recommend technology solutions that provide a competitive edge.
• Stay abreast of technology trends and advancements, offering strategic advice on adopting new technologies or optimizing existing systems to drive innovation and efficiency.
• Demonstrates a high degree of self-motivation and initiative, setting own priorities in line with BRITECITY and named Client goals.

Job Type: Full-time

Pay: $90,000.00 - $125,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 7 years

Schedule:

• Monday to Friday

Experience:

• MSP: 3 years (Preferred)
• IT Industry: 7 years (Required)

Work Location: In person