The role at a glance: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
