MSP360
Technical Account Manager
3 нед. назад
Страна неизвестнаMiddleHybrid
backuprestorerest apiwindowslinuxhyper-vvmwarermm
Technical Account Manager role at MSP360 focused on backup and data-protection software for MSPs and IT teams, involving account ownership, technical advisory, escalation management, and growth support.
About the company
- MSP360 builds backup and data-protection software for MSPs and IT teams: endpoint and server backup, Microsoft 365 / Google Workspace backup, immutable and cloud storage, and related management tools.
- Customers run multi-tenant environments and care about restore reliability, license cost, storage cost, and technician efficiency.
Responsibilities
- Own a named mix of high-growth and mid-market MSP / IT accounts.
- Keep a short success plan per account: who they are, how they use us, friction, expansion path, next action.
- With Customer Success Managers, run health checks, QBRs, and reviews after incidents or major product changes.
- Learn each stack: Windows / Linux / Hyper-V / VMware, M365 or Google tenants, storage (Wasabi, B2, S3, local), RMM/PSA in use.
- Review backup design: retention, immutability, restore tests, failed-job noise vs real risk.
- Help customers use the product as designed including multi-tenant setup, roles, storage policy, and reports.
- Explain product limits and roadmap in plain language.
- Own technical escalations to the end ensuring customer satisfaction with results.
- Work with Support, SE / pre-sales, Product, and Engineering teams to identify bugs and issues.
- Flag bad CRM data such as wrong account type, company name, and missing TAM owner.
- Spot real expansion opportunities: extra workloads, Linux, M365/Google backup, more endpoints, storage, Premium Support, RMM.
- Provide technical facts to Customer Success Managers to support commercial talks.
- Protect renewals by managing license mix, failed jobs, open P1s, and unused paid features.
- Send product feedback with evidence to product teams.
- Nominate high-growth or high-friction accounts for Voice of Customer calls.
Requirements
- 4+ years in a customer-facing technical role: TAM, senior support, SE, service delivery, or backup/DR.
- Hands-on backup and restore experience with knowledge about retention, RPO/RTO, immutability, and job failure causes.
- Comfortable working with MSP multi-tenant environments including license math and technician time.
- Clear writing skills to document account status with concise success plans.
- Ability to manage escalations diplomatically with diverse stakeholders.
- Familiarity and comfort with Rest API.
- Experience working in MSP, or sold/supported MSPs is a strong plus.
- Experience with M365 / Google backup, Azure or AWS storage, Hyper-V / VMware considered a plus.
- Familiarity with RMM/PSA tools like ConnectWise, Autotask, Ninja is a strong plus.
- CRM discipline with clear, actionable notes is advantageous.