JOB SUMMARY:

Help Desk Cavalry (HDCav) is looking for a client-focused Technical Account Manager (TAM) to lead the relationship between our MSP and our valued clients. This is an account management role for someone who understands technology well enough to guide conversations, answer general IT questions, and translate between business and technical language without pulling in engineers for every detail.
The ideal candidate is an organized, proactive communicator with a strong sense of ownership and attention to detail. As the primary point of contact with clients, this position will require de-escalation skills, while ensuring clients feel supported, informed, and confident in the technology and services we provide.

REQUIREMENTS:

• Proven experience in an Account Management, Customer Success, or similar client-facing role—MSP or IT service provider experience strongly preferred.
• Comfortable with IT concepts, terminology, and environments—able to “speak tech”.
• Strong communication, organization, and problem-solving skills.
• Ability to manage multiple accounts, meetings, and internal conversations effectively.
• Experience working in a ticketing system or PSA (ConnectWise preferred).
• Comfortable building relationships with a customer-first mindset.

PREFERRED QUALIFICATIONS:

• Experience in a Managed Service Provider (MSP) environment.
• Certifications such as ITIL or CompTIA a plus.
• Familiarity with Microsoft 365, networking basics, and cybersecurity concepts.
• Involvement with the community is a plus.

Own the Client Relationship: Serve as the primary point of contact for assigned clients, ensuring consistent communication and a positive service experience.
Understand the Client’s Business and IT Needs: Learn each client’s business model, IT environment, and challenges to ensure their technology aligns with their goals. By explaining how the proposed technology meets their business requirement the client will feel confident in signing the quote and/or Scope of Work to move their mission forward.
Coordinate Internally and Externally: Work closely with the HDCav Technical Team to escalate technical design needs, while handling routine client questions and conversations independently. Understanding and setting expectations for technical issues, as well as with projects, is key to finding win-win solutions.
Conduct Regular Reviews: Facilitate Quarterly Business Reviews (QBRs), check-ins, and follow-ups to stay aligned with the client’s needs and priorities. The client should feel like they have a Junior vCIO dedicated to them.
Support Billing and Service Clarity: Assist clients with billing questions, clarify scope of services, and ensure contracts and agreements are up to date and clearly understood.
Track and Report on Metrics: Monitor ticket trends, service delivery performance, and contract utilization. Bring insights into client conversations to demonstrate value and identify improvement opportunities.