Technical Account Manager

About Us : Exceptional Service. Endless Improvement. Passionate People. Honest and Forthright . These values guide everything we do, and we achieve them thanks to the diverse and collaborative efforts of our team. We are dedicated to creating a supportive environment where every team member can thrive. This includes fostering learning, professional growth, and valuing each team member's input, all within a culture that promotes work-life balance and a strong sense of belonging.

Due to continued growth, we are currently seeking to add a Technical Account Manager (TAM) to our exceptional team. TAMs serve as strategic technical advisors and relationship managers, aligning business needs with tailored IT strategies. They bridge the gap between business and technology, delivering proactive solutions and technical expertise tailored to each client's environment, often collaborating with internal IT teams.

Duties and responsibilities:

• Build and maintain positive, long-lasting client relationships, acting as the primary point of contact for Charles IT.
• Design and maintain detailed technology roadmaps aligned with client business objectives.
• Develop in-depth technical knowledge of Charles IT products, services, and offerings to provide strategic guidance.
• Have close involvement in technical projects, escalations, and ensure compliance with regulatory requirements.
• Assist internal IT teams in adopting Charles IT tools, platforms, and processes for smooth integration.
• Proactively identify and address technical challenges to minimize business impact.
• Promote and implement Charles IT solutions to achieve stack attainment goals.
• Deliver high-impact technical advisory services and lead billable projects to drive client value.
• Respond to client inquiries promptly, setting and managing realistic expectations.
• Maintain accurate and thorough client documentation.

Requirements

• Associate degree or equivalent in a related field.
• 3+ years of experience as an Account Manager with demonstrated success in client engagement, forecasting, and MRR growth.
• 3+ years of experience as a technician or Senior System Administrator with hands-on knowledge in networking, cloud environments, or IT infrastructure.
• Superior oral and written communication skills.
• Technical certifications (e.g., Microsoft, Cisco, Virtualization, Project Management) are a plus.
• Experience with ConnectWise, Cisco, Meraki, Datto, VMware, Office 365, and advanced Mac OS support is preferred.
• Self-starter with the ability to work independently and with minimal supervision.
• Highly organized with strong attention to detail.
• Current, valid US driver's license required.

Benefits

Charles IT offers a competitive benefits program including Medical, Dental, Vision, Life, Disability, Paid Holidays, PTO, 401K, and bonuses. In addition, we offer free dry cleaning, a fully stocked break room, Friday team lunches, paid training, team-building outings every quarter, professional development and so much more!

Our Commitment to Inclusion
Charles IT is committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected category. We welcome and encourage diverse perspectives.

Additional Information

The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A.) and is not an exhaustive list of duties for this position. Additional responsibilities may be required.

If you're excited about contributing your expertise to a fast-growing company that values innovation and teamwork, we'd love to hear from you!