Matrix USA ยท 3 weeks ago
Technical Account Manager MSP
Jersey City, NJ
Full-time
Hybrid
Entry, Mid Level
1+ years expMatrix USA is a leading information technology company with a growing presence in the US, seeking an early career Technical Account Manager. The role involves driving revenue growth, managing client relationships, and developing strategic technical plans to align with client objectives.
Information Technology & Services
Responsibilities
Revenue Growth: Cultivate prospects; identify upsell and cross-sell opportunities within assigned accounts; and working collaboratively with the sales teams to expand client engagement, driving revenue growth
Account Planning and Strategy: Collaborate with prospects and clients to understand their business objectives to develop and present strategic technical plans aligning MGS solutions with those objectives. Work with the leadership team to expand the MGS Service Catalog to better align with prospects and clients. Work with the technical teams to develop and deploy marketable technical solutions and services
Client Relationship Management: Build and maintain strong relationships with assigned clients, acting as the primary point of contact for inquiries, service delivery, and escalations, both business and technical. Responsible for achieving and maintaining customer satisfaction at both the end user and client level through attentive service
Communication and Reporting: Communicate technical and business information effectively to both technical and non-technical stakeholders through written reports, presentations and regular status updates, remotely and in person
Adherence to SLAs: Ensure compliance with service level agreements (SLAs) and key performance indicators (KPIs), meeting or exceeding client expectations based contracted services
Continuous Learning and Development: Stay up to date of emerging business technology, IT industry trends, and service provider best practices to provide informed recommendations and maintain a competitive edge
MGS Team Management: Direct the daily activities of Managed Services and Professional Services Teams, supervising a staff of local and remote technical staff while maximizing employee satisfaction
Performance Monitoring: Monitor MGS solution performance, identifying opportunities for optimization and improvement as well as opportunities for additional services
Project Management: Oversee the implementation of new services, upgrades, and migrations, ensuring smooth execution and minimal disruption to client operations
Issue Resolution: Proactively identify and address account and technical issues, working closely with internal teams to ensure timely resolution and client satisfaction
Technical Advisory: Utilize deep knowledge of infrastructure and networking concepts to provide technical guidance, support, and solutions tailored to client needs
Qualification
Required
Must be able to communicate verbally and in writing at all levels with Customers, Internal Staff and MGS Executive Leadership
Must demonstrate the ability to translate communication skills into personal relationships inside and outside the company
Must be able to produce the documentation necessary to support the sales and account management processes, including pitch presentations, proposal documents, RFP responses, solution diagrams, service level agreements
Must be able to forecast service delivery costs to calculate the profitability of accounts using Excel
Must be able to participate in P & L discussion with an awareness of basic accounting terms and calculations
Must be able to manage both direct reports as well as front line staff with the ability to address issues like time and attendance, job performance, and business understanding
Will manage the technical hiring process as well as staff development and retention processes
Candidates must have at least 1 year of professional business experience in a customer-facing or IT role
Exceptional candidates without a college degree will be considered
Experience in an MSP environment or in a technical service delivery role is desired
Experience in a healthcare business or environment is a plus
Demonstratable experience developing, communicating or presenting a business case to justify a business expense is a plus
Demonstratable ability to create and maintain simple financial models for P&L forecasting is a plus
At least 1 year of sales experience, with enterprise level sales/Pre Sales preferred but not required
Sales experience with IT services or IT hardware/software/systems desired
Candidates must have professional level experience using MS Office 365 applications
Experience working on, selling or supporting cloud-based solutions is strongly desired
Experience with a Service Management System like ServiceNow, Helix, Remedy, or Fresh Service strongly desired
Any experience with Service Desk, Help Desk, Desktop Support, or ITIL process management is a plus
An understanding of cybersecurity threats and solutions is a plus
Experience with defining, assessing, managing or deploying cybersecurity is a plus
Willingness to travel as needed
Ability to work independently and as part of a collaborative team
Flexibility to adapt to a rapidly changing and evolving industry
Preferred
College Degree preferred
2 to 3 years of professional business experience in a customer-facing or IT role would be preferred
Understanding of Microsoft 365, Dynamics or Azure Licensing a plus
Understanding of AWS Licensing a plus
Small Business or Non-profit sales experience a plus
Benefits
Competitive compensation and benefits
Company
Matrix USA
Matrix USA is a leading global specialist, providing business and technology solutions specifically for the complex needs of the global Financial Banking, Payments and Capital Markets Industry.
10001+ employees
H1B Sponsorship
Matrix USA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Inbal Gilboa-Amir
CFO
Tally Katz MBA,CPA
CFO
Company data provided by crunchbase