Technical Account Manager - MSP

Technical Account Manager Job Purpose: The purpose of this role is to manage approximately 90 of our smallest clients, with monthly recurring revenue of about $1,500 or less. Managing an account involves a few key outcomes:

• Client Retention and Attention – working to resolve any issues or frustrations they might have through regular client check-in calls (you would work with management / technical support teams to fix the issues, you would not be the one fixing technical problems directly).
• Client MRR Growth – Making appropriate recommendations so that the client’s monthly spend increases approximately 20% annually due to new products or services they purchase through CW IT Support that have a recurring component, such as additional cyber security, new users / device licenses, M365 products, etc.
• Project Sales / One-time Revenue Sales – Creating, presenting, and closing proposals for projects that would benefit the client, such as network upgrades, phone systems, M365 migrations, computer replacements, etc.

Position Metrics / KPIs:

• Key Activities
• # of client check-in calls or visits
• # of TBRs Performed (Technology Business Reviews)
• # of Proposals Delivered
• Key Results
• # of Proposals Won
• One-time Revenue Sold
• Monthly Recurring Revenue Sold (upticks)
• Total MRR under Management

Key Competencies:

• Customer Service and Communication Skills, in person, over video, and on the phone. First and foremost, this is a customer service position with client retention as the number 1 goal.
• Technical Knowledge:
• M365 Technologies in terms of features, benefits, how it works
• Microsoft Azure Fundamentals
• Intune / Endpoint Management Fundamentals
• Microsoft Windows 10 / 11 Fundamentals
• VoIP Technology Fundamentals
• Competency in using Word, Excel, PowerPoint
• Typing of 50+ WPM
• Networking Fundamentals
• Firewalls / Routers, Switches, Cabling, Network Rack Setups, WiFi Technology
• Sales Ability
• Estimating / Quoting Experience
• Presentation / Closing Experience (with existing clients)
• Prior Account Management Experience

Compensation: $50,000 base salary + bonuses + profit sharing + benefits. Total comp expected to be $60,000+ Bonus Structure: Bonuses are based your personal contribution of OTR sales (one time revenue) as well as for overall MRR growth (retention, new client MRR / upticks) of existing accounts you manage.

Project Revenue Bonus on Personal Sales:

$50,000 per quarter - $0 Bonus (QUOTA) $60,000+ per quarter - $1,000 Bonus $75,000+ per quarter - $2,000 Bonus $90,000+ per quarter - $3,000 Bonus

MRR Bonus (based upon MRR growth for accounts you manage):

$2,000 per quarter QUOTA = no bonus Red Goal: $3,000 per quarter = $1,500 Bonus Yellow Goal: $4,000 per quarter = $2,000 Bonus Green Goal: $5,000 Per quarter = $2,500 Bonus Bonus Structure would allow for $74,000 annual total comp with estimate profit sharing of $500 per quarter