Technical Account Manager (MSP)
Mainstay Technologies, Manchester, NH, United States
The Technical Account Manager (internally known as a Client Technology Manager or CTM) is a client-facing technical role that helps clients get more from their technology through thoughtful strategy, clear direction, and long‑term planning.
As part of our Service Delivery team, you’ll serve as a trusted advisor, working directly with client stakeholders to guide decisions, reduce risk, and ensure their technology aligns with business goals. This is not a help desk role and not a pure engineering role. It is a strategic, relationship‑driven opportunity for someone who brings technical credibility, strong communication, and a proactive, ownership‑driven mindset.
What You’ll Own
The overall health, stability, and direction of your clients’ technology environments
Client relationships, serving as the primary technical advisor and point of contact
Technology roadmaps aligned to business goals, risk tolerance, and best practices
Strategic planning meetings (QBRs), including preparation, facilitation, and follow‑through
Identifying risks, gaps, and opportunities across infrastructure, security, and operations
Partnering with service, engineering, and project management teams to ensure execution aligns with strategy and standards
How You’ll Drive Impact
Translate business needs into clear technical strategies and actionable plans
Use reporting, trends, and environment insight to proactively guide client decisions
Lead direction during escalations by providing context, defining priorities, and ensuring the right resources are engaged
Ensure issues are not only resolved, but understood – driving root cause analysis and preventative improvements
Partner with internal technical teams to ensure work is executed in alignment with long‑term strategy
Validate that solutions meet client needs and align with standards before and after implementation
What Success Looks Like
You provide consistent ownership and follow‑through for your clients’ environments, ensuring priorities stay visible and progress keeps moving forward
Clients trust you as their go‑to technical advisor and strategic partner
Roadmaps are driven forward proactively, not reactively
Environments are stable, secure, and aligned with standards
Issues lead to long‑term improvements, not repeated problems
Clients clearly understand what’s coming next and why
What Makes Someone Great in This Role
You take full ownership, follow‑through reliably, and are comfortable making progress independently while collaborating with the right teams
You proactively move client roadmaps forward with both client and company success in mind
You genuinely care about your clients and take pride in being a trusted partner
You are detail‑oriented and communicate clearly, with documentation others can easily follow
You are technically credible and can confidently guide conversations with both engineers and business stakeholders
You think beyond immediate fixes and focus on long‑term stability, security and growth
Your Background
Required Experience and Skills
4+ years of experience in IT, ideally in a client‑facing or MSP environment
Strong technical foundation across Microsoft environments (M365, Azure/Entra, Windows Server), networking, and security fundamentals
Experience participating in or leading client conversations, planning, or strategy
Strong troubleshooting and problem‑solving skills across infrastructure and systems
Preferred Experience
Experience with MSP tools such as ConnectWise Manage and RMM platforms
Familiarity with reporting tools such as Power BI
Industry certifications (Microsoft, CompTIA, or equivalent)
Skills for Success
Clear and concise written and verbal communication
High ownership, accountability, and follow‑through
Strong interpersonal skills and ability to build trust with client stakeholders
Ability to manage multiple clients and priorities effectively
Continuous improvement mindset, including leveraging automation and AI where appropriate
Physical Requirements
Travel to client sites isrequired, sometimes with short notice.
Prolongedperiodssitting at a desk and working on a computer.
Ability toliftupto 25pounds.
Benefits
This is a full time, salaried position with a full benefits package, including:
A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books
3 weeks of PTO (4 weeks after 2 years) per year
A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years
Health, Dental, and Vision Insurance
Disability Insurance
Group and Supplemental Life Insurance
Paid Family Leave
401(k) with 3% match
ESOP!
Team Profit Sharing
Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
Paid Volunteer Time Off
Location
We believe in Work‑from‑Anywhere and in the value of in‑person relationships. We offer strong flexibility to work remotely, while also recognizing the importance of face‑to‑face connection through team meetings, all‑staff gatherings, and in‑person client meetings.
We maintain a beautiful office in Manchester, NH, as well as a satellite office in Laconia, and we encourage each team member to choose the mix of home and in‑office work that best supports their wellbeing and effectiveness. While coming into the office weekly is encouraged, it is not required.
Because this role includes regular in‑person client meetings, applicants must live within driving distance of our clients, offices, and team events to support client relationships, onboarding, and ongoing collaboration.
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As part of our Service Delivery team, you’ll serve as a trusted advisor, working directly with client stakeholders to guide decisions, reduce risk, and ensure their technology aligns with business goals. This is not a help desk role and not a pure engineering role. It is a strategic, relationship‑driven opportunity for someone who brings technical credibility, strong communication, and a proactive, ownership‑driven mindset.
What You’ll Own
The overall health, stability, and direction of your clients’ technology environments
Client relationships, serving as the primary technical advisor and point of contact
Technology roadmaps aligned to business goals, risk tolerance, and best practices
Strategic planning meetings (QBRs), including preparation, facilitation, and follow‑through
Identifying risks, gaps, and opportunities across infrastructure, security, and operations
Partnering with service, engineering, and project management teams to ensure execution aligns with strategy and standards
How You’ll Drive Impact
Translate business needs into clear technical strategies and actionable plans
Use reporting, trends, and environment insight to proactively guide client decisions
Lead direction during escalations by providing context, defining priorities, and ensuring the right resources are engaged
Ensure issues are not only resolved, but understood – driving root cause analysis and preventative improvements
Partner with internal technical teams to ensure work is executed in alignment with long‑term strategy
Validate that solutions meet client needs and align with standards before and after implementation
What Success Looks Like
You provide consistent ownership and follow‑through for your clients’ environments, ensuring priorities stay visible and progress keeps moving forward
Clients trust you as their go‑to technical advisor and strategic partner
Roadmaps are driven forward proactively, not reactively
Environments are stable, secure, and aligned with standards
Issues lead to long‑term improvements, not repeated problems
Clients clearly understand what’s coming next and why
What Makes Someone Great in This Role
You take full ownership, follow‑through reliably, and are comfortable making progress independently while collaborating with the right teams
You proactively move client roadmaps forward with both client and company success in mind
You genuinely care about your clients and take pride in being a trusted partner
You are detail‑oriented and communicate clearly, with documentation others can easily follow
You are technically credible and can confidently guide conversations with both engineers and business stakeholders
You think beyond immediate fixes and focus on long‑term stability, security and growth
Your Background
Required Experience and Skills
4+ years of experience in IT, ideally in a client‑facing or MSP environment
Strong technical foundation across Microsoft environments (M365, Azure/Entra, Windows Server), networking, and security fundamentals
Experience participating in or leading client conversations, planning, or strategy
Strong troubleshooting and problem‑solving skills across infrastructure and systems
Preferred Experience
Experience with MSP tools such as ConnectWise Manage and RMM platforms
Familiarity with reporting tools such as Power BI
Industry certifications (Microsoft, CompTIA, or equivalent)
Skills for Success
Clear and concise written and verbal communication
High ownership, accountability, and follow‑through
Strong interpersonal skills and ability to build trust with client stakeholders
Ability to manage multiple clients and priorities effectively
Continuous improvement mindset, including leveraging automation and AI where appropriate
Physical Requirements
Travel to client sites isrequired, sometimes with short notice.
Prolongedperiodssitting at a desk and working on a computer.
Ability toliftupto 25pounds.
Benefits
This is a full time, salaried position with a full benefits package, including:
A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books
3 weeks of PTO (4 weeks after 2 years) per year
A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years
Health, Dental, and Vision Insurance
Disability Insurance
Group and Supplemental Life Insurance
Paid Family Leave
401(k) with 3% match
ESOP!
Team Profit Sharing
Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
Paid Volunteer Time Off
Location
We believe in Work‑from‑Anywhere and in the value of in‑person relationships. We offer strong flexibility to work remotely, while also recognizing the importance of face‑to‑face connection through team meetings, all‑staff gatherings, and in‑person client meetings.
We maintain a beautiful office in Manchester, NH, as well as a satellite office in Laconia, and we encourage each team member to choose the mix of home and in‑office work that best supports their wellbeing and effectiveness. While coming into the office weekly is encouraged, it is not required.
Because this role includes regular in‑person client meetings, applicants must live within driving distance of our clients, offices, and team events to support client relationships, onboarding, and ongoing collaboration.
#J-18808-Ljbffr