Technical Account Manager

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POD Account Technical Account Manager
Department: Client Services / Managed Services
Reports To: Manager & Client Service Lead
FLSA Status: Exempt
Employment Type: Full-Time

Position Overview

The Technical Account Manager serves as the primary relationship owner for a dedicated group (POD) of managed service clients. This role bridges strategic account management and day‑to‑day service leadership, ensuring clients receive proactive, high‑quality IT support while maintaining strong satisfaction, retention, and growth.

This individual acts as the single point of accountability for client experience—coordinating technicians, overseeing service delivery, managing client communications, and aligning technology services with business goals.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned POD clients
• Build and maintain strong, trusted client relationships at multiple levels
• Conduct regular check‑ins, QBRs, and strategic planning sessions
• Proactively identify risks, opportunities, and improvement areas
• Manage client expectations and ensure SLA alignment

Service Delivery & POD Leadership

• Lead and coordinate a dedicated POD of technicians and engineers
• Ensure timely resolution of incidents, service requests, and escalations
• Act as the escalation point for complex client or service issues
• Monitor ticket trends, service metrics, and client health indicators
• Advocate for the client internally while balancing operational efficiency

Account Growth & Retention

• Identify upsell, cross‑sell, and optimization opportunities
• Partner with sales and leadership on renewals, expansions, and proposals
• Assist with onboarding new clients into the POD model
• Support client retention through proactive service management

Communication & Documentation

• Maintain clear documentation of client environments, preferences, and standards
• Provide regular status updates and executive‑level communications
• Ensure accurate notes in PSA, documentation platforms, and ticketing systems

Documentation, Process & Improvement

• Contribute to improving POD workflows, service delivery standards, and documentation
• Assist in developing repeatable processes and best practices
• Promote accountability, collaboration, and continuous learning within the POD

Required Qualifications

• 3+ years experience in an MSP or IT services environment
• Experience in account management, service delivery, or client success roles
• Strong understanding of managed services, SLAs, and ITIL concepts
• Excellent communication, organization, and conflict‑resolution skills
• Ability to manage multiple clients and priorities simultaneously
• Experience working with PSA and RMM tools
• High emotional intelligence and customer‑centric mindset

Preferred Experience

• MSP POD‑based or vCIO/vTAM experience
• Familiarity with Microsoft 365, networking, cybersecurity, and cloud services
• Experience conducting QBRs and presenting to executives
• IT certifications (ITIL, Microsoft, CompTIA, etc.)

Success Indicators

• Clients feel informed, supported, and confident in Chelsea Technologies
• POD ticket flow is organized, timely, and well‑communicated
• Escalations are minimized through proactive service management
• Strong client retention, satisfaction, and expansion
• Technicians feel supported, organized, and clear on priorities

Equal Employment Opportunity Statement

Chelsea Tech is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable federal, state, or local laws.