Prosource · 5 hours ago
Strategic Technical Account Manager
Cincinnati,OH,US
Full-time
Onsite
Mid, Senior LevelProsource is the Midwest region’s leading business technology solutions provider, recognized as a Top Workplace from 2020-2025. The Strategic Technical Account Manager (STAM) acts as an advisor and relationship owner for managed IT customers, focusing on building trusted relationships and aligning technology investments with business goals.
Information Technology
No H1B
Responsibilities
Conduct TAP (Technology Alignment Planning) meetings for each managed IT customer, following the established agenda to:
Demonstrate business value through performance metrics and a review of initiatives delivered during the prior quarter
Provide strategic technology guidance aligned to the client’s current environment and needs
Educate clients on relevant technology and industry trends
Understand the client’s business goals and align technology to support those outcomes
Collaborate with clients to create, maintain, and forecast their technology roadmap, budget, and upcoming initiatives
Support and, when appropriate, lead technical and organizational change management efforts
Develop and maintain a Technology Roadmap for each managed IT customer, aligning technical requirements to business objectives and reviewing quarterly during Technology Alignment Planning sessions
Coordinate and/or deliver ongoing client education, including security awareness, disaster recovery, risk planning, and product training
Serve as the escalation point for service and technical issues, with authority to make decisions necessary to resolve problems and protect the client experience
Own retention and growth of Monthly Recurring Revenue (MRR) within the assigned customer base
Identify, position, and close expansion opportunities that improve client productivity, efficiency, security, and compliance through strategic technology solutions
Drive adoption and standardization of the company’s approved technology stack to enhance performance, reliability, security posture, and incident response
Lead contract renewals, agreement expansions, and upsell discussions for existing customers
Partner with Net New Sales to ensure a smooth transition of newly onboarded Managed IT clients into ongoing account ownership and support
Serve as the team quarterback for the assigned Customer Support Team, leading alignment around client priorities and ensuring a shared understanding of account goals, risks, and next actions
Keep internal teams informed of key client developments, initiatives, and changes that may impact service delivery or planning
Act as the primary liaison between clients and service delivery teams, coordinating technical needs, resolving conflicts, and escalating issues as necessary
Partner with department leaders and Project teams to scope opportunities, develop Statements of Work, and ensure clear ownership through delivery
Leverage the Customer Support Specialist (CSS) to support reporting, quoting, follow-ups, and administrative coordination—allowing the STAM to remain focused on strategy, relationships, and outcomes
Qualification
Required
Bachelor's degree or equivalent combination of education and relevant experience in the technology field
Experience managing, engineering, or supporting IT environments for organizations with 20+ users, including hardware, software, and end-user support
Ability to work effectively both independently and as part of a cross-functional team
Strong technical problem-solving skills with a solid understanding of modern IT infrastructure, security, and workplace technologies
Proven ability to communicate technical concepts to executive and non-technical stakeholders in clear business terms, demonstrating sound business acumen
Highly customer-focused, with strong interpersonal, written, and verbal communication skills
Demonstrated ability to prioritize, manage, and follow through on multiple competing initiatives
Availability to work Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional after-hours commitments as business needs require
Authorization to work in the United States on a full-time basis without sponsorship
Preferred
Familiarity with Cisco/Meraki, Datto/Kaseya, and Microsoft 365 products and licensing, with prior technical training or demonstrated technical acumen
Ability to align technology strategy, risk, and investment to client business goals, budgets, and outcomes using a vCIO mindset
Credibility with C-level stakeholders and the ability to translate technical concepts into clear, actionable business guidance
Understanding of managed services economics, with the ability to drive retention, expansion, and value-based growth within assigned accounts
Ability to lead cross-functional teams, quarterback client outcomes, and drive alignment without direct managerial control
Proactive ownership of client outcomes, strong judgment in ambiguous situations, and consistent follow-through across multiple priorities
Company
Prosource
Prosource is a leader in office equipment, document automation, and technology solutions.
Founded in 1985
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Ben Russert
Chief Executive Officer
Jay Cartisano
President
Company data provided by crunchbase