Technical Account Manager

General Summary

Our core focus at Skycomp is to provide a worry-free experience for our clients and to give back to our community. We are searching for a proactive candidate who is passionate about the clients they serve.

The Technical Account Manager (TAM) is the face of the MSP relationship for assigned clients. You'll act as their trusted advisor, ensuring they feel heard, supported, and aligned with our solutions and services. You'll blend your technical background with client relationship skills to proactively manage client satisfaction, identify needs, and drive continuous improvement.

This role is perfect for someone who thrives on collaboration, loves solving problems, and genuinely cares about making clients' IT experiences smoother, smarter, and more secure.

For the Technical Account Manager role, considerable travel may be required and expected. A reliable vehicle & G License is a must.

Primary Responsibilities

· Serve as the primary point of contact for a portfolio of MSP clients.

· Conduct regular client check-ins, reviews, and planning sessions to align IT services with business goals.

· Ensure client satisfaction through proactive communication, issue resolution, and status updates.

· Collaborate with internal support and project teams to advocate for client needs and ensure service excellence.

· Identify opportunities for process improvement, upsell solutions, or introduce strategic upgrades.

· Maintain and review documentation for each client (network diagrams, system configurations, licenses, etc.).

· Manage and respond to technical escalations with urgency and empathy.

Expected Results

Through proper execution of the above-mentioned job responsibilities, a Technical Account Manager will build strong long-term relationships with our partners, acting as a technical advocate with a focus on improving the client's overall experience with Skycomp.

A successful Technical Account Manager will be seen as a trusted advisor, not just a service contact. Your clients will feel supported, informed and valued, and your team will love working with you because you keep things moving and clear.

Credentials and Experience

Must-Haves:

· 2+ years of experience in IT service delivery, technical account management, or MSP environments.

· Strong customer service mindset with excellent interpersonal and communication skills.

· Solid technical background (you understand what you're managing, even if you don't fix it yourself).

· Ability to balance client empathy with internal team coordination and business goals.

· Proficiency in tools like ConnectWise, Autotask, or similar PSA systems is a plus.

Nice-to-Haves:

· Experience managing multiple clients or stakeholders simultaneously.

· Working knowledge of networking, cloud environments (Microsoft 365/Azure), and security best practices.

· Certifications such as CompTIA A+/Network+/Security+, or Microsoft Certified Professional are a bonus.

Why Choose Skycomp?

Below are some of the additional perks Skycomp has to offer their valued team members:

· A comprehensive health benefits plan for the employee and their family

· A RRSP and/or TFSA matching program

· Quarterly bonuses

· Continued training and education

· Various internal contests and rewards

· A company phone/plan and company laptop

· Monthly team building events, outings and more

Be sure to check out the following links for more information

Job Type: Full-time

Pay: From $23.00 per hour

Benefits:

• Dental care
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Vision care

Application question(s):

• Do you live in the Niagara Ontario region? This is a must as this is strictly an in-office position in St. Catharines.
• Do you have your G Drivers License and own a reliable vehicle? This is a must as you will be required to travel to client sites for meetings when needed.
• Please list your personal email so we can contact you if moving forward with an interview/follow up.

Work Location: In person