Technical Account Manager / vCIO

We are seeking a highly skilled and motivated Technical Account Manager / Virtual Chief Information Officer (vCIO) to join our AllManage Practice at All Lines Technology. This role will be pivotal in driving technology strategy, road mapping, budgeting, and advisory services for our Managed Service Provider (MSP) customer base. The ideal candidate will possess excellent communication and technical skills, with a strong ability to advise on solving business challenges through the effective use of technology. This role is critical in ensuring customer satisfaction, retention, stability, and adherence to standards across our MSP clients. High level objectives include: 
 

1. Meet periodically with our client organizations to understand their business needs, review service performance, and create and update a Technology Roadmap. This roadmap outlines a strategic IT plan and budget to ensure the environment remains stable and up to date.

1. Maximize client retention and customer satisfaction by building trusted advisor relationships with key decision-makers.

1. Champion the new customer onboarding and documentation process. Ensure the successful completion of onboarding by signing off and certifying that all services have been delivered.

1. Track all account activity in our Professional Services Automation (PSA) system to maintain accurate and up-to-date records.

 
Key Responsibilities 
Strategic Planning and Advisory 

• Develop and maintain IT roadmaps and strategic plans for MSP customers. 

• Advise clients on technology solutions that align with their business goals and objectives. 

• Conduct regular technology assessments and provide recommendations for improvements. 

• Work closely with clients to understand their business challenges and propose technology-based solutions. 

Budgeting and Financial Management 

• Assist clients in creating and managing their IT budgets. 

• Provide cost-benefit analyses for technology investments and projects. 

• Ensure clients receive maximum value from their IT expenditures. 

Customer Satisfaction and Retention 

• Build and maintain strong relationships with key stakeholders within client organizations. 

• Collaborate closely with the Customer Success and Account Management teams to align goals and strategies, ensuring comprehensive support and satisfaction for our clients. 

• Ensure high levels of customer satisfaction through regular communication and follow-up. 

• Implement and monitor customer retention strategies to minimize churn. 

Technical Expertise and Standards 

• Provide technical guidance and support to clients on a wide range of IT solutions. 

• Ensure all solutions and services adhere to industry standards and best practices. 

• Stay current with emerging technologies and industry trends. 

• Collaborate with internal teams to ensure seamless service delivery and support. 

Qualifications and Experience 

• Bachelor's degree in Information Technology, Computer Science, or a related field. 

• Minimum of 5 years of experience in a technical account management or vCIO role. 

• Proven experience in strategic planning, road mapping, and budgeting for IT projects. 

• Strong understanding of MSP models and customer service excellence. 

• Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical stakeholders. 

• Demonstrated ability to build and maintain relationships with clients and key stakeholders. 

• Proficiency in a wide range of IT solutions and technologies. 

• Relevant certifications such as ITIL, PMP, or similar are highly desirable. 

Personal Traits 

• Highly organized and detail-oriented. 

• Strong problem-solving skills and analytical thinking. 

• Customer-focused mindset with a commitment to delivering exceptional service. 

• Ability to work independently and as part of a team. 

• Adaptable and able to thrive in a fast-paced, dynamic environment. 

If you are passionate about technology and have a proven track record of helping businesses achieve their goals through strategic IT solutions, we encourage you to apply for this exciting opportunity at All Lines Technology. 
We look forward to reviewing your application and potentially welcoming you to our team.