Technical Account Manager

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At New Charter Technologies, we are seeking a Technical Account Manager (in other companies this person could hold the title of Lead Engineer, Primary Engineer), responsible for proactively managing the technical relationship with a defined set of VIP and co-managed clients, especially in manufacturing and logistics.

In this role, you will lead client strategy sessions, support technical project execution, and serve as a trusted technical advisor and liaison between internal teams and the client. This includes preparing and facilitating quarterly business reviews, managing client expectations, contributing to long-term IT planning, and advising on infrastructure, cybersecurity, and modernization initiatives. You'll regularly assess client environments, coordinate with engineering teams on deployments and upgrades, and ensure documentation and compliance standards are upheld. The ability to communicate clearly with both technical staff and executive stakeholders is essential, as is experience navigating complex account needs within fast-paced MSP environments.

To be successful in this role, you should possess strong MSP experience, project management acumen, technical aptitude, and polished client-facing skills. You should be comfortable owning client relationships and advocating for their technical needs, while balancing internal team coordination and standardization. The ideal candidate has experience managing 15–25 clients simultaneously, can facilitate cross-functional meetings with confidence, and understands how to translate technical concepts into business language. Familiarity with Microsoft 365, server environments, backup and disaster recovery systems, and security frameworks (like CIS/NIST) is important, as is a strong attention to documentation and process adherence.

General job duties include:

• Serve as the main point of contact for ~20 clients, with a focus on larger accounts.

• Coordinate meetings, manage agendas, and maintain strong client relationships.

• Participate in project meetings, develop long-term client technology roadmaps (1-, 4-, 5-year plans), and ensure alignment with New Charter Technologies' standards.

• Provide Tier 1+ technical input on software/hardware decisions (e.g., scan guns, production lines).

• Maintain and enforce documentation using tools like OneDrive, SharePoint, and ITGlue.

• Lead or support quarterly client reviews based on account tiering (A–D).

• Perform security posture assessments and monitor compliance frameworks (e.g., CIS, NIST).

• Mentor junior staff and provide Tier 3 support when necessary.

• Collaborate with sales/product to drive upsell and cross-sell initiatives.

Preferred Skills & Qualifications:

• MSP environment experience.

• Project management skills; able to track milestones and escalate appropriately.

• Tier 1-level IT knowledge (e.g., O365 migrations, ESXi to Hyper-V).

• Strong communication and professionalism in client-facing scenarios.

• Willingness to work flexible hours when needed.

• Preferred: familiarity with manufacturing/logistics industries.

• Preferred: sales/account management experience.

• Preferred: cloud technology exposure (certification required before leading cloud projects).

• Collaborative team player who understands and respects role boundaries.

Physical Requirements:

• Ability to travel ~25% for quarterly client visits (1–2 weeks per trip).

Compensation:
The compensation is expected to start at $80,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

Benefits:

• Performance-based bonuses and incentives

• Comprehensive health, dental, and vision coverage

• Retirement plan with employer contributions

• Professional development and certification reimbursement

• Flexible hybrid/remote work policy

Who We are: 

At New Charter, we're building a caliber of business the IT industry hasn't yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter Technologies, we're investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We're the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we've embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. 

Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We're on a mission to make a difference, and we want you to be part of the story. Let's transform the world together and build a career that's as unique as you are

We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today  Learn more here: Why New Charter.

New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.