Company Description

Enstep Technology Solutions is a strategic technology partner that goes beyond traditional IT support to help businesses thrive through innovation, security, and operational efficiency. Specializing in Managed IT, Cybersecurity, Cloud Solutions, Compliance, and vCIO services, Enstep serves clients across Houston, Austin, San Antonio, and Dallas. With a focus on being an extension of your team and a commitment to proactive security and R&D, Enstep ensures businesses stay ahead of technology challenges.

Overview:

The Technical Account Manager (TAM) serves as the primary technical point of contact for clients, ensuring seamless communication and service delivery. This role focuses on fostering strong client relationships while delivering business and technology solutions tailored to their needs. The TAM is responsible for overseeing account management processes and driving client success through effective technology planning and business efficiency initiatives. A key part of the role is retaining monthly revenue, driving gross margin, and supporting marketing initiatives by participating in public speaking engagements and content creation.

Key Responsibilities:

• Build and maintain long-term, emotionally driven relationships with clients to ensure retention of monthly revenue and prevent service-related attrition.
• Serve as the primary interface between the client and internal teams to ensure optimal service delivery, while focusing on driving gross margin and increasing overall account profitability.
• Provide strategic technology advice to clients, educating them on current and emerging trends, and aligning technology solutions with business goals.
• Understand client business climates and technology needs, providing recommendations that improve operational efficiency and productivity.
• Regularly monitor and drive client satisfaction, handling escalations and issues in a professional and timely manner.
• Work with the sales team to identify and pursue new business opportunities within existing accounts, ensuring continued revenue growth.
• Provide mentorship and leadership to junior team members, sharing expertise and fostering development.
• Retain and grow revenue by identifying opportunities for upselling projects, lifecycle asset management, and facilitating contract renewals.
• Create compelling client-facing presentations, speaking to C-level executives and business owners to discuss technological solutions, business impact, and long-term strategies.

Essential Functions:

• Develop and maintain strong client relationships to minimize service-related attrition while retaining monthly recurring revenue and optimizing gross margin.
• Conduct regular client meetings to review service delivery, discuss business forecasts, identify technology changes, and propose potential projects.
• Manage and track the progress of multiple projects, ensuring accurate documentation, reporting, and billing.
• Collaborate with internal teams to resolve client issues and deliver exceptional service.
• Participate in after-hours emergency support when necessary, maintaining availability to clients as needed.

Knowledge, Skills, and Abilities:

• Strong technical background with expertise in business technology consulting and client/server applications.
• Ability to manage multiple accounts and projects simultaneously while maintaining attention to detail.
• Exceptional communication and presentation skills, with the ability to engage C-level executives and business owners effectively.
• Ability to create compelling presentations, speak at industry events, and engage in public speaking opportunities such as podcasts, webinars, and vendor-sponsored content development.
• Expertise in project management, from task delegation to setting milestones and deadlines.
• Strong understanding of business workflows and how technology can drive productivity.
• Experience in creating client-facing documentation, reports, and presentations.
• Proficiency with Microsoft Office tools (Word, Excel, PowerPoint, Visio), project management platforms, IT systems, and Enstep’s PSA system, Halo.

Qualifications:

• Bachelor's degree or equivalent experience (4+ years in related roles).
• Certification in Microsoft, CompTIA, Cisco or other technology preferred.
• 6 years of experience in customer service or support center systems.
• 2 years of experience in small business consulting or technical service delivery.

Physical and Travel Requirements:

• Ability to lift up to 40 lbs and sit for extended periods.
• Extensive phone and video conferencing usage.
• Some travel required, both locally and regionally, to client sites and events.

Work Hours and Environment

• Regular business hours with on-call and after-hours work required on a rotating schedule.
• Weekend and evening work may be necessary depending on project deadlines or client needs.
• This is an in-office position.