Technical Account Manager

#vacancy #tehnical_account_manager #TAM #hybrid #remote

Technical Account Manager for MSP360 Team

⚡️⚡️⚡️ Who we are

MSP360 builds backup and data-protection software for MSPs and IT teams: endpoint and server backup, Microsoft 365 / Google Workspace backup, immutable and cloud storage, and related management tools. Customers run multi-tenant environments. They care about restore reliability, license cost, storage cost, and how fast technicians can work.

✅ What you will do

Account ownership
- Own a named mix of high-growth and mid-market MSP / IT accounts.
- Keep a short success plan per account: who they are, how they use us, friction, expansion path, next action.
- With Customer Success Managers, run health checks, QBRs, and reviews after incidents or major product changes.

Technical advisory
- Learn each stack: Windows / Linux / Hyper-V / VMware, M365 or Google tenants, storage (Wasabi, B2, S3, local), RMM/PSA in use.
- Review backup design: retention, immutability, restore tests, failed-job noise vs real risk.
- Help them use the product as designed: multi-tenant setup, roles, storage policy, reports technicians actually open.
- Explain product limits and roadmap in plain language.

Escalation and internal glue
- Own technical escalations to the end. You do not replace Support. You stay until the customer sees the result.
- Work with Support, SE / pre-sales, Product, and Engineering. Bring patterns back: repeat bugs, “Closed–No Response” tickets, restore gaps.
- Flag bad CRM data: wrong account type (MSP vs vertical ISV/OEM vs internal IT), wrong company name, missing TAM owner.

Growth in the book
- Spot real expansion only: extra workloads, Linux, M365/Google backup, more endpoints, storage, Premium Support, RMM if it fits.
- Give CSMs the technical facts for the commercial talk. You recommend. They close.
- Protect renewals: license mix, failed jobs, open P1s, unused features they already pay for.

Voice of Customer
- Send product feedback with evidence (ticket IDs, restore cases, modules adoption and UI friction).
- Nominate high-growth or high-friction accounts for VOC calls.

✅ Qualifications

Must have
- 4+ years in a customer-facing technical role: TAM, senior support, SE, service delivery, or backup/DR.
- Hands-on backup and restore. You can discuss retention, RPO/RTO, immutability, and why a job is red.
- Comfortable with MSP multi-tenant work: many end-clients, license math, technician time.
- Clear writing. One page per account: Who / Uses / Friction / Expansion / Risks / Next action.
- Stable in escalation. You can talk to an angry owner and a tired L2 tech on the same day.
- Comfortable with Rest API.

Strong plus
- Worked in an MSP, or sold / supported MSPs.
- M365 / Google backup, Azure or AWS storage, Hyper-V / VMware.
- RMM/PSA familiarity (ConnectWise, Autotask, Ninja, etc.).
- CRM discipline: notes other people can act on.

📩 Want to join our team? Please submit your resume to контакт скрыт or in DM контакт скрыт