Technical Account Manager

About the role

We are seeking a Technical Account Manager to own and strengthen client relationships while serving as a trusted technical advisor. In this role, you will partner with clients to understand their IT environments, business goals, and technical challenges — ensuring they receive maximum value from Pixel Machinery's services. You will also act as a technical SME, advising on solutions, managing escalations, and guiding clients through key projects and initiatives. This is a hybrid role blending strategic customer success (retention, engagement, satisfaction) with technical expertise (IT systems, SaaS environments, and automation).

Responsibilities

• Serve as the primary point of contact for a portfolio of clients, building long-term, trusted relationships
• Partner with client leadership and stakeholders to align IT strategy with business objectives
• Support renewal and retention efforts by ensuring client satisfaction and demonstrating ROI
• Proactively identify and define opportunities to increase client revenue through expanded service and software offerings, including supporting and sometimes leading the process to finalize these opportunities
• Act as a technical SME, advising clients on best practices for IT infrastructure, SaaS applications, security, and automation
• Conduct regular check-ins, quarterly business reviews, and success planning sessions with clients
• Proactively identify opportunities to expand client value (process improvements, service adoption, and technical enhancements)
• Coordinate with internal technical teams to ensure successful delivery of services and resolution of escalated issues
• Lead client onboarding and training for new systems or tools when applicable
• Develop and maintain client-facing documentation, playbooks, and best practices
• Gather and analyze client feedback to drive continuous service improvement

Requirements

• 5+ years of experience in a Customer Success, Technical Account Management, or IT Consulting role (MSP experience strongly preferred)
• Strong technical foundation with experience across MacOS, Windows OS, networking, SaaS platforms (Microsoft 365, Google Workspace, Okta, JAMF, JumpCloud, etc.)
• Ability to translate technical solutions into business value for non-technical stakeholders
• Proven success managing client relationships, increasing retention, and driving customer satisfaction
• Exceptional communication, presentation, and stakeholder management skills
• Certifications such as CompTIA A+, Okta Administrator, or similar are a plus

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Work From Home
• Free Food & Snacks
• Wellness Resources