Overview

Anchor Six is a subsidarity of Trajector.

This position is for AnchorSix NOT Trajector.

At AnchorSix, we put the customer experience at the heart of our business and assemble technology solutions that allows people to connect anytime, anywhere they are in the world, and on any device, and make it easy, safe and reliable. We are a leading managed IT services provider committed to delivering innovative and customized IT solutions that empower our clients to achieve their business objectives. We specialize in providing comprehensive IT support, cloud services, cybersecurity solutions, and strategic IT consulting to businesses across various industries.

Job Overview

This is a full-time on-site role for a Technical Account Manager located in Phoenix, AZ. The Technical Account Manager will be responsible for overseeing account management, providing technical support, troubleshooting technical issues, managing sales processes, and leading project management initiatives. The role involves regular communication with clients to ensure their technology needs are met, maintain satisfaction, and support their success through effective IT solutions.

About Our Perks, Compensation, & Benefits

• Competitive compensation ranging from $90,000 - $120,000 per year with total compensation ranging from $108,000 - $140,000.
• Medical, dental, vision, 401k program, and more.
• Paid time off, including seven (7) federal holidays plus two (2) flex holidays for DEI.
• Joining a rapidly growing organization.

Responsibilities

• Preferred 3-5 years of experience in an account management, TAM, or client success role at a Managed Services Provider (MSP).
• Proven experience managing technical relationships with SMB and mid-market clients, including acting as a liaison between clients and technical teams.
• Demonstrated knowledge of core MSP services and products, including:
• Microsoft 365 (tenant management, licensing, security)
• Endpoint Management (Intune, Addigy)
• Network Infrastructure (Fortinet UTM, switches, firewalls, APs)
• Server environments (Windows Server, Active Directory, Group Policy)
• Backup/DRaaS solutions (Datto, Veeam)
• Cybersecurity tools (ThreatLocker, Huntress, SentinelOne, SaaS Alerts)
• Cloud services (Azure, AWS, Microsoft Entra ID)
• Voice & UCaaS (Microsoft Teams Voice, 8x8, Dialpad)
• Client Relationship & Communication
• Strong client-facing communication and presentation skills.
• Ability to lead quarterly business reviews (QBRs) and develop IT roadmaps aligned with client business goals.
• Skilled in translating technical concepts into business value propositions.
• Comfortable managing multiple accounts simultaneously, ranging from 10 to 500 seats per client.
• Business Acumen & Service Management
• Experience working with ticketing and PSA tools (e.g., ConnectWise).
• Familiarity with SLAs, KPIs, and customer satisfaction metrics in the MSP model.
• Ability to identify upsell/cross-sell opportunities and work with the sales team to develop proposals.
• Understands contract scopes, recurring services, and professional service agreements.
• Technical Understanding
• While not a hands-on engineer, must have a strong understanding of technical solutions and architectures to guide client strategy and field-level conversations.
• Experience coordinating with vCIOs, project managers, NOC, engineering, help desk, and cybersecurity teams.
• Certifications (Preferred but not required)
• Microsoft 365 Fundamentals or higher
• CompTIA Network+, Security+, or equivalent
• ITIL Foundations or other service management certifications
• Relevant vendor certifications (e.g., Fortinet NSE, Datto, ThreatLocker, ConnectWise)
• Act as the primary point of contact for all technical and non-technical inquiries and issues for assigned client accounts, ensuring timely and effective resolutions.
• Develop and maintain strong relationships with clients, understanding their business needs and IT infrastructure to provide tailored advice and solutions.
• Liaise with Clients to make sure that they are happy and our team and solutions are running smoothly and are adequate for their current & future needs
• Coordinate with the technical support team to manage and resolve client issues, ensuring high levels of client satisfaction.
• Conduct regular review meetings with clients to discuss service performance, understand their evolving needs, and identify opportunities for additional services or improvements.
• Collaborate with the sales team to support account renewal and expansion efforts, including preparing and presenting technical proposals and service reports.
• Keep clients informed of new technologies and IT best practices that can enhance their business operations.
• Monitor and report on the health of client accounts, including service usage, performance metrics, and satisfaction levels.
• Develop and maintain technical documentation and service reports for internal and client use.

Qualifications

• Authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in a technical support or account management role, preferably in a managed IT services environment.
• Strong technical foundation in IT infrastructure, cloud services, cybersecurity, and software applications.
• Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Exceptional communication and interpersonal skills, with a focus on building strong client relationships.
• Proven ability to manage multiple accounts and projects, prioritizing tasks to meet deadlines and client expectations.
• Certification in ITIL, Microsoft, ITSM, or other relevant technologies is a plus.
• Availability to provide onsite support to client locations.
• Account Management and Sales skills
• Technical Support and Troubleshooting skills
• Project Management skills
• Strong communication and interpersonal skills
• Ability to work on-site in Phoenix, AZ