Managed Services Technical Account Manager

• Manage M2 Technology’s growing customer base. Meet in person and remotely when appropriate to build strong relationships that foster trust.

• Provide excellent customer service in all communications — the standard by which clients judge our service.

• Own the Customer Business Review process. Create a schedule of regular meetings to cover service metrics and budget planning.

• Own the tools directly related to customer success including lifecycle manager software. Create customer reports and review both internally and externally to ensure mutual expectations are met.

• Make hardware, software, and project recommendations that align with M2 Technology’s offerings and provide value to the customer.

• Quote hardware, software, and projects using M2 Technology’s established resellers and processes.

• Take the lead role in onboarding new customers. Ensure all desired services are onboarded in a timely manner, and the customer is informed through the process.

• Work with the Director of IT as well as the rest of the M2 Technology team to identify gaps in current offerings and recommend new solutions.

• Maintain per-customer documentation clearly and consistently so teammates or clients can follow and build on it

Skills and Competencies:

• Integrity — Honest and client-first. You protect their systems and data with the same care you'd give your own.

• Speed to response — When a client is down, they hear from you fast. Response time isn't an afterthought; it's core to the job.

• Dedication — You own the problem until it's fixed. You don't hand off a half-solved issue and hope someone else finishes it.

• Availability when it matters — Standard hours are Monday through Friday 8-5, but you're willing to work outside these hours when necessary.

• Desire to learn — You actively want to grow, dig into the unfamiliar, and take on technology you haven't touched before. That hunger matters more than knowing everything today.