Sr Technical Account Manager - Meriplex : Job Details

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Description

The Sr Technical Account Manager reports to a TAM Manager and is responsible for managing a set of assigned clients. This role acts as a virtual IT Manager to ensure clients' documentation and SOPs are up to date, align the client to Meriplex technical standards, and handle technical escalations. The position requires the ability to travel to client sites and work from the Meriplex office.

Key Responsibilities/Duties

• Act as assigned client Subject Matter Technical Expert.
• Handle escalations to resolve issues and requests.
• Maintain client network and systems documentation and SOPs.
• Evaluate client technology landscape based on set standards.
• Collaborate on client evaluations with vCIO and/or Client Success Managers.
• Facilitate and lead client operational meetings.
• Guide and train Meriplex operations and sales teams on assigned clients.
• Review client metrics and KPIs proactively; identify service improvement opportunities.
• Sign off on client onboarding projects.
• Track client product maintenance and end-of-life schedules.
• Support project management and delivery for clients.
• Assist with firmware and patch remediation.
• Support client RCA delivery.
• Accurately track all time in Meriplex PSA.
• Roadmap the client's future success.
• Enhance troubleshooting skills across networking, virtualization, AD, PowerShell scripting, and cloud architecture.

Knowledge, Skills, Abilities, and Behaviors

• Exceptional interpersonal and communication skills.
• Strategic thinking with strong analytical and problem-solving skills.
• Prompt response to client needs; meet commitments; exercise empathy; anticipate needs.
• Effective time management; work collaboratively with team members.

Familiar With

• Microsoft Azure
• ConnectWise PSA / AutoTask PSA
• Wireless Technologies
• RMM Platforms (Datto, Kaseya)
• Windows Server, VMware, AD, DNS, DHCP
• Exchange 2010-2019, Office365
• Firewalls; VPN setups
• Advanced troubleshooting for servers and networks
• Login Scripts, Group Policies, Security Groups

Education/Experience

• Bachelor's degree preferred.
• At least 5 years of related experience or training; MSP experience preferred.
• Proficient in interpreting documentation and writing clear correspondence.
• Ability to perform basic math operations.
• Decisive under pressure; problem-solving skills.

Certifications

• Industry certifications such as MCSA, MCSE, CCNA, VMware VCA/VCP, Azure.

Work Schedule/Travel

• Monday – Friday, 8:00 AM to 5:00 PM.

Physical Demands

Medium Work - Exerts up to 40 pounds of force occasionally, up to 20 pounds frequently, and/or up to 20 pounds constantly.

Disclaimer

The above description provides a general overview of the work performed. It is not exhaustive of all duties, responsibilities, and qualifications.

Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, or disability.

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