Technical Account Manager

Описание вакансии

#vacancy #tehnical_account_manager #TAM #hybrid #remote

Technical Account Manager for MSP360 Team

⚡️⚡️⚡️ Who we areMSP360 builds backup and data-protection software for MSPs and IT teams: endpoint and server backup, Microsoft 365 / Google Workspace backup, immutable and cloud storage, and related management tools. Customers run multi-tenant environments. They care about restore reliability, license cost, storage cost, and how fast technicians can work.

✅ **What you will do

Account ownership** - Own a named mix of high-growth and mid-market MSP / IT accounts.

• Keep a short success plan per account: who they are, how they use us, friction, expansion path, next action.
• With Customer Success Managers, run health checks, QBRs, and reviews after incidents or major product changes.

Technical advisory - Learn each stack: Windows / Linux / Hyper-V / VMware, M365 or Google tenants, storage (Wasabi, B2, S3, local), RMM/PSA in use.

• Review backup design: retention, immutability, restore tests, failed-job noise vs real risk.
• Help them use the product as designed: multi-tenant setup, roles, storage policy, reports technicians actually open.
• Explain product limits and roadmap in plain language.

Escalation and internal glue - Own technical escalations to the end. You do not replace Support. You stay until the customer sees the result.

• Work with Support, SE / pre-sales, Product, and Engineering. Bring patterns back: repeat bugs, “Closed–No Response” tickets, restore gaps.
• Flag bad CRM data: wrong account type (MSP vs vertical ISV/OEM vs internal IT), wrong company name, missing TAM owner.

Growth in the book - Spot real expansion only: extra workloads, Linux, M365/Google backup, more endpoints, storage, Premium Support, RMM if it fits.

• Give CSMs the technical facts for the commercial talk. You recommend. They close.
• Protect renewals: license mix, failed jobs, open P1s, unused features they already pay for.

Voice of Customer - Send product feedback with evidence (ticket IDs, restore cases, modules adoption and UI friction).

• Nominate high-growth or high-friction accounts for VOC calls.

✅ **Qualifications

Must have** - 4+ years in a customer-facing technical role: TAM, senior support, SE, service delivery, or backup/DR.

• Hands-on backup and restore. You can discuss retention, RPO/RTO, immutability, and why a job is red.
• Comfortable with MSP multi-tenant work: many end-clients, license math, technician time.
• Clear writing. One page per account: Who / Uses / Friction / Expansion / Risks / Next action.
• Stable in escalation. You can talk to an angry owner and a tired L2 tech on the same day.
• Comfortable with Rest API.

Strong plus - Worked in an MSP, or sold / supported MSPs.

• M365 / Google backup, Azure or AWS storage, Hyper-V / VMware.
• RMM/PSA familiarity (ConnectWise, Autotask, Ninja, etc.).
• CRM discipline: notes other people can act on.

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