About the position
We are a fast-growing Managed Service Provider (MSP) delivering exceptional IT solutions and support to a diverse portfolio of clients. We pride ourselves on our proactive service approach, deep technical expertise, and focus on long-term client partnerships. As we expand, we're looking for a skilled and people-focused Technical Account Manager (TAM) to join our team and ensure client satisfaction through strategic technical guidance and relationship management.
As a Technical Account Manager, you'll be the primary point of contact for a set of our managed clients. You will be responsible for aligning IT solutions with client business needs, driving technology strategy, ensuring contract compliance, managing escalations, and identifying opportunities for improvement and growth. You will work closely with technical teams, sales, and leadership to provide a premium client experience.
To succeed as an Technical Account Manager, you will need to find the balance between administrative work, technical involvement, and good client relations.
Requirements:
- Candidates with a computing or business degree will receive preference.
- 2-3 years of experience in IT account management, technical consulting, or MSP service delivery.
- Strong understanding of IT infrastructure, networks, cloud services (Microsoft 365, Azure), backup solutions, and cybersecurity fundamentals.
- Excellent communication, presentation, and interpersonal skills.
- Ability to translate technical concepts into business-friendly language.
- Experience with PSA/RMM tools (e.g., ConnectWise, Autotask, NinjaOne, N-able, etc.) is advantageous.
- Strong problem-solving, organizational, and multitasking abilities.
- A client-first attitude with a passion for building relationships and delivering results.
- Relevant certifications (Microsoft, ITIL, CompTIA) are a plus.
Key Responsibilities:
- Build and maintain strong, trusted relationships with assigned clients.
- Act as a strategic advisor, understanding client business objectives and aligning IT solutions accordingly.
- Understand the business of the client.
- Understand the technical landscape of each client intricately to engage with the technical department accordingly.
- Perform regular technology reviews (QBRs), risk assessments, and provide proactive recommendations.
- Manage client expectations, service delivery, and satisfaction levels.
- Serve as the primary escalation point for technical or service delivery issues.
- Coordinate with internal teams (helpdesk, sales, accounts, projects, cybersecurity, etc.) to ensure client needs are met.
- Identify upsell or cross-sell opportunities aligned with client goals.
- Maintain up-to-date documentation for client environments.
- Help onboard new clients smoothly and ensure ongoing technical alignment.
- Track KPIs and report on service performance metrics.
- Assit with reporting internally and externally
- Engage with various vedors who provide services to the clients.
You will need to stay in close proximity of Cape Town CBD.
You will require a drivers license, but you will use our company vehicles.
Please note - As a part of our qualifying criteria, we will also do a full reference check as well as a criminal history check.
Desired Skills:
- Customer Relationship
- Account Management
- Software Sales
- Technical Sales
- Microsoft
- Networking
- Support
Desired Work Experience:
Desired Qualification Level:
