Technical Account Manager

About Netrio

Netrio is a leading MSP in North America, specializing in IT solutions for small- to mid-market enterprises. We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development.

About the role

Netrio's Technical Account Manager (TAM) leads by example and communicates clearly about what matters to our customers, inspiring Customer Success across Netrio. The TAM directly contributes to client improvement, resulting in higher client retention and impactful company growth.

Your concise, relevant and clear communication across Netrio teams, including Cybersecurity, XDR and Managed IT services, ensures continuity of services, an improved customer experience and coordination of data-driven metrics. Consistent action plan execution and fearless communication increase client loyalty, set the entire team up for success, and allow business leaders to focus on the strategy and vision of the team. The Technical Account Manager is empowered to challenge the status quo, acting as both a team player and one who can work independently.

What you'll do

Cross-Functional Coordination and Process Governance

• Own client technical escalations and their resolution, working alongside the Customer Success Manager (CSM) to ensure the client's technical issues are remedied
• Ensure clear and consistent technical communication between Managed IT, Customer Success, XDR and Cybersecurity governance teams
• Report on issue trends and identify service improvement opportunities
• Identify trends in recurring issues and drive problem management efforts to completion
• Participate in vendor due-diligence exercises, including review of security, data integrity and availability services, and complete DDQ requests from clients
• Assist Delivery Managers in ensuring proactive governance activities are completed and reported on schedule
• Create and update client documentation
• Ensure pen test remediation is completed for assigned Managed IT accounts
• Respond to client-specific reporting requests
• Manage expectations and be able to say "no"
• Manage tradeoffs and advise on the impact of changes in features, schedules and scope, and how they affect cost, delivery and project objectives; invoke change orders as needed
• Test approaches for organizational improvements, and vocalize areas where automation will have high impact
• Collaborate cross-functionally to ensure successful delivery of small projects, migrations and upgrades, scoping and delivering them internally (large projects are scoped and delivered by Professional Services)
• Drive onboarding process and quality
• Help the Professional Services team overcome delays in implementation
• Monitor multiple projects and report status to the team, stakeholders, customers and leadership

Inspiring a Positive and Collaborative Culture

• Be someone Netrio employees trust and enjoy working with, and a strong fit with Netrio's mission and values
• Be essential to the operating team through your collaboration, support and accurate execution that drive towards successful outcomes
• Provide mentorship to the Customer Success Coordinator
• Identify and communicate where internal communications and workflow feel less than optimal, developing a voice within the team
• Develop personal career goals and a plan to achieve them
• Identify areas of growth to enhance your skillset and align with internal or external training and learning opportunities

Qualifications

Required

• Bachelor's degree in an Information Technology related field, or 5+ years of comparable experience in a technology-related, customer-facing role
• Outstanding interpersonal, written and oral communication skills, with a focus on rapport-building and managing expectations, and the ability to distill complex technical messages for both technical and non-technical audiences
• Proficiency in incident response management during security events and high-priority escalations, as well as disaster recovery and business continuity activations
• Experience in technical project management as applied to data/infrastructure migrations, relocations, major system upgrades and new site deployments
• Highly self-motivated and self-directed in a fast-paced team environment
• Sharp attention to detail with proven analytical and critical thinking skills
• Effective time management and excellent prioritization skills

Preferred

• Experience with Managed Service Providers (MSP)
• O365, Azure, and Amazon Web Services (AWS) or Google Cloud Platform (GCP) administration experience
• Experience managing an IT function in the financial, professional services or alternative investment market
• Certifications in cloud services, network management or cybersecurity, such as CCNA, CISSP, Azure Fundamentals and VCP (a plus, but not required)