Technical Client Care Manager

Most account management jobs hand you a target and a CRM. This one hands you a book of managed-service clients and makes you responsible for what happens to it.

You'll own a tiered portfolio of BC businesses the kind where you know the owner's name and they know yours. You'll assess their environments, shape the technical recommendations, run the reviews that set their IT budget for the year, carry the renewals, and be the person they call when something has gone wrong at 7am. It's a Client Care and Sales Engineering role in one seat, which means you need to be credible in front of a business owner without an engineer beside you, and comfortable holding a price when someone quotes cheaper.

What you'll own

• A tiered client portfolio, end to end. Relationship, technical direction, and commercial outcome


• Discovery and environment assessments that turn into real recommendations


• Technology business reviews that end in a dated roadmap the client has agreed to


• Proposals covering pricing, service levels and implementation


• Renewals, including price increases, and the judgment to know when to hold and when to restructure


• Growth inside your existing accounts, from triggers you found yourself


• Service recovery when something breaks. Owning the communication, the remediation plan, and the follow-through

What you'll bring

• 7+ years client-facing at an MSP or IT services firm: account management, sales engineering, technical account management or senior support


• Experience owning renewals, including at least one price increase you held with a client who pushed back


• Solid ground in Microsoft 365, Windows server and desktop, networking, backup and endpoint security


• Experience scoping solutions and writing proposals with pricing, SLAs and implementation plans


• A story about carrying a client through a serious service failure and keeping them


• Comfort with a PSA/CRM (we run Autotask) and documentation tools like IT Glue


• A valid driver's licence and willingness to travel the territory, including overnight trips

Technical consultation and solution design

You are the technical voice in the client relationship, credible on your own in front of a non-technical owner.

• Assess client IT environments and recommend improvements grounded in what the environment actually shows. Asset age, ticket patterns, security posture, spend.


• Design tailored managed-service solutions with the Technical Services team.


• Prepare and present proposals covering pricing, service levels and implementation plans.


• Translate an engineer's finding into a business case a client can act on, and know the edge of what you can speak to without support.


• Provide pre-sales and post-sales technical support

Preferred

• Industry certifications such as Microsoft 365 or Azure, CompTIA Network+ or Security+, or ITIL Foundation.


• Familiarity with compliance frameworks relevant to our clients. CIS, PIPEDA, BC FIPPA, cyber-insurance requirements.


• Experience delivering strategic account plans or quarterly business reviews.


• Experience working a book organised into service tiers.