Technical Account Manager

Black Mountain Dynamics

. Own customer relationships across the assigned book, including success plans, executive communication, renewal risk visibility, and the overall client experience .

Posted 11/5/2026full-timeRemote • United StatesMid-LevelSenior💰 $130,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer relationships and onboarding processes within B2B technology services, with a strong focus on client success planning and communication. Proficient in translating technical concepts into business outcomes and building scalable frameworks for customer success.

Highest-signal resume keywords

Customer Relationship ManagementClient Onboarding CoordinationTechnical Literacy in Networking and SecurityExceptional Written and Verbal CommunicationCustomer Success Frameworks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client OnboardingSuccess PlanningHealth ScoringQBR DesignITIL FoundationMicrosoft 365 AdministrationGoogle Workspace AdministrationFirewall ConfigurationSwitch ConfigurationEndpoint Management

Soft Skills

Exceptional CommunicationInfluence Without AuthorityConfidence Presenting to ExecutivesProcess ImprovementStakeholder Coordination

Tools & Technologies

Ticketing PlatformsDocumentation PlatformsCollaboration PlatformsHaloPSAHudu

Certifications & Qualifications

Customer Success CertificationsITIL Foundation

Industry Keywords

MSPMSSPB2B Technology ServicesService DeliveryClient Experience

Tech Stack

Tools & technologies

CloudFirewalls

About the role

Key responsibilities & impact

Own customer relationships across the assigned book, including success plans, executive communication, renewal risk visibility, and the overall client experience
Coordinate client onboarding with Project Management and Service Delivery
Establish definitions of done and improve onboarding processes with reusable templates
Coordinate client offboarding, including access removals, documentation, and final handoffs
Maintain living success plans capturing business goals, desired outcomes, account health, and BMX delivery
Map executive sponsors, champions, and decision-makers for each client
Own QBR agendas, roadmap narratives, and strategic messaging
Manage VIP cadence and stakeholder communications
Forecast renewals, identify risks, close renewals, and own relationship-risk escalations
Identify and qualify expansion opportunities within existing accounts
Own the client-facing documentation ecosystem and ensure resources reflect operational workflows
Capture and surface the voice of the customer to inform service improvements, automation, and tooling decisions
Set project scope and expectations, including timelines, priorities, and boundaries
Translate client priorities into clear inputs for engineering and project teams
Build the Customer Success playbook and scalable frameworks for onboarding, success planning, QBRs, and renewals

Requirements

What you’ll need

Experience in a customer-facing role at an MSP, MSSP, IT services firm, or similar B2B technology services business
Comfort coordinating across technical and non-technical stakeholders
Demonstrated ability to build and maintain repeatable processes
Exceptional written and verbal communication
Ability to translate technical context into business outcomes for executive audiences
Comfort shaping a role as it evolves and operating through influence rather than direct authority
Confidence presenting to executives and decision-makers
Proficiency with ticketing, documentation, and collaboration platforms
Prior CSM, account management, or service delivery experience inside an MSP or MSSP environment is a strong plus
Technical literacy in networking, security, and cloud concepts
Exposure to customer success frameworks such as success planning, health scoring, QBR design, and/or formal MSP frameworks
ITIL Foundation, customer success certifications, or similar is a strong plus
Familiarity with HaloPSA and Hudu is a strong plus
Ability to work during Pacific Time business hours
Occasional travel to client sites
Legal authorization to work in the United States
Willingness to complete a background check after a conditional offer
Hands-on IT, networking, or security experience such as administering Microsoft 365 or Google Workspace, configuring firewalls, switches, or Wi-Fi, or managing endpoints
Experience onboarding new clients onto a service or platform from signed contract to steady-state operation

Benefits

Comp & perks

Variable company profit sharing eligibility
Fully remote work arrangement
Occasional travel to client sites for in-person meetings