Now Hiring - All Copy Products - Professional Services Technical Account Manager in Denver, CO

Full description of the position

At ACP and Verticomm our goal is to assist our clients by optimizing technology, enhancing productivity, reducing business risk, and maximizing return on investment. Leveraging our expertise and experience, we offer a customized approach to designing, developing, and implementing end-to-end technology solutions scaled to meet client needs. As a rapidly growing company, we are seeking talented individuals to join our team. We are currently looking for someone who is team-oriented, innovative, great at helping customers, and someone who is looking for an opportunity to use their skills and talents to grow professionally. The Verticomm Technical Account Manager (TAM) is a technical resource and relationship manager for our IT Managed Services clients. ([please apply online] They are responsible for managing client relationships and delivering exceptional service to our mid-market clients. This role serves as the primary liaison, aligning IT services and solutions with the client's operational goals while ensuring the stability, security, and performance of their systems. Leveraging technical and organizational knowledge, the TAM oversees service lifecycle management, supports technical projects, and facilitates steady-state support. Through the monthly business reviews, the TAM proactively identifies risks, recommends practical technical improvements, and ensures the implementation of solutions tailored to the customer's needs. They collaborate closely with internal teams and client stakeholders to resolve high-priority challenges, optimize IT environments and drive continuous improvement. This role requires strong communication skills, a customer-focused mindset, and the ability to build lasting relationships, positioning Verticomm as a long-term partner in achieving business success. Responsibilities Serve as the primary Point-of-Contact (POC) for assigned clients, providing guidance, proactive support, and technical recommendations to ensure the success of their IT environments. Own and oversee the client's technical environment, including supported infrastructure, security solutions, ensuring stability, performance, and alignment with operational goals. * Act as an escalation resource, guiding the resolution of technical issues and leading root cause analyses and post-incident reviews, with actionable recommendations for improvement. * Oversee technical deployments, ensuring deliverables meet agreed objectives, quality standards, and seamless transitions to steady-state support. * Manage the lifecycle of client IT Services and assets, including procurement, upgrades, and decommissioning, while monitoring warranties, licenses, and agreements for timely renewals. * Collaborate with internal teams and stakeholders to ensure knowledge transfer, documentation, and alignment with business goals through tailored IT roadmaps. * Proactively assess and monitor the client's IT environment for potential risks, such as aging hardware, unsupported software, or capacity constraints, and recommend solutions to mitigate them. * Build and maintain trust-based client relationships, acting as a liaison to align technical solutions with business objectives and ensure seamless communication during projects and incidents. * Participate in regular business reviews to share performance metrics, lifecycle plans, and opportunities for improvement or growth. * Partner with internal teams (Sales, PMO, Engineers) to identify, create, validate, and/or present upselling and cross-selling opportunities. * Stay updated on emerging technologies, industry trends, and best practices, sharing insights to help clients optimize IT investments and improve operational efficiency. * Contribute to internal knowledge-sharing efforts by creating documentation and supporting team understanding of client environments and technical strategies. * 5+ years of experience in technical Service Delivery, with MSP experience strongly preferred. * Working knowledge in 2 or more of the following areas: * Server Operating Systems (Windows, Linux) * Directory Services (Microsoft Active Directory, Entra) * Networking (routers, switches, TCP/IP, DNS, DHCP, VPN, NAT, OSI Layers) * Microsoft 365 (Exchange Online, SharePoint, administration, licensing, Teams, Purview) * Virtualization Technologies (VMware and Microsoft Hyper-V) * Cybersecurity (EDR/MDR, Zero Trust, firewalls, email security, compliance) * Endpoint Management (MDM, Intune, SCCM) * Storage Solutions: (SAN, NAS, Shared storage, ISCSI, Fiber Channel.) * Cloud Platforms and Services (Microsoft Azure) * Database Administration (Microsoft SQL, MySQL, Oracle) * Backup and Disaster Recovery (Datto, Veeam) Preferred Knowledge: * MSP Tools and Platforms (Ninja, IT Glue, ConnectWise or Kaseya) * Security Solutions (KnowBe4, Sentinel One, Huntress, Mimecast) * Understanding of ITSM frameworks (ITIL) Soft Skills * Clear communication, translating technical concepts into business terms and risks and actively listening to client needs * Trust building and effective collaboration with internal teams * Proactive problem-solving, applying critical thinking to address challenges * Time management, balancing priorities and meeting deadlines efficiently Education/Certifications * Bachelor's degree in computer science or equivalent work experience * Certifications Preferred: Microsoft Azure, M365, CCNA, Security+, ITIL Salary Range - 110k - 125k + Commission on Renewals - based on experience We offer full benefits including medical, dental, vision, pto, paid holidays, long and short term disability, life insurance, a 401k with a company match. jp2