IT Technical Account Manager

About the role

DataPerk is celebrating 25 years of providing unmatched managed services to our clients and is seeking a customer-focused Technical Account Manager. This role combines relationship management, account growth, and Tier 1 technical support skills, serving as the primary point of contact in Arkansas for assigned clients while also providing onsite and remote Tier 1 MSP support for local customers.

The ideal candidate is comfortable discussing business goals with decision-makers while also resolving end-user technical issues and supporting IT environments.

Responsibilities

• Develop trusted client relationships that promote partnership, retention, and loyalty.
• Maintain in-depth knowledge of DataPerk services and communicate recommendations to clients.
• Review Autotask queues, accounts, tickets, and recurring support issues.
• Conduct regularly scheduled client calls and onsite visits.
• Represent DataPerk at community events and business organizations.
• Document and manage client concerns, opportunities, and escalations.
• Maintain company and client records in accordance with policies and procedures.
• Source, schedule, track, and communicate orders as required.
• Create and present sales estimates and proposals.
• Distribute monthly client reporting and account reviews.
• Follow established sales processes and maintain CRM records.
• Conduct onsite and online presentations of DataPerk solutions.
• Manage service proposals, contracts, and lease agreements.
• Contribute referrals, leads, KPI reporting, and account health assessments.
• Document internal processes and suggest service improvements.

MSP Tier 1 Technical Skills & Responsibilities

• Join workstations to Active Directory domains.
• Create and manage user accounts in Active Directory, Microsoft Exchange, and Microsoft 365.
• Deploy and configure new computers, including profile and data migrations.
• Install, configure, troubleshoot, and remove software applications.
• Provide antivirus deployment, maintenance, and malware remediation.
• Perform basic help desk support for DataPerk-managed services.
• Perform computer maintenance and hardware troubleshooting.
• Understand and troubleshoot DHCP, DNS, TCP/IP, Ethernet, and basic network connectivity issues.
• Install and test structured cabling and network connections.
• Utilize LAN testing equipment for troubleshooting and validation.
• Support printers, email, Microsoft 365 applications, and end-user devices.
• Document technical work performed and escalate advanced issues appropriately.

Requirements

• Bachelor's degree preferred (IT-related degree a plus) or equivalent combination of education and experience.
• At least 1 year of B2B sales, account management, or customer relationship experience.
• At least 1 year of technical support or IT service experience.
• Strong Microsoft Office skills, especially Excel and PowerPoint.
• Experience working with CRM platforms and ticketing systems.
• Excellent organization, communication, and customer service skills.
• Knowledge of IT networking, internet technologies, and cloud services.
• Ability to balance client relationship management with technical responsibilities.

Preferred Attributes

• Self-motivated and capable of managing multiple priorities.
• Comfortable presenting to clients and executives.
• Professional demeanor with strong problem-solving abilities.
• Ability to work independently and collaboratively within a team environment.