Technical Account Manager

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. They care about restore reliability, license cost, storage cost, and how fast technicians can work. ✅ What you will do Account ownership - 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. Technical advisory - 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 them use the product as designed: multi-tenant setup, roles, storage policy, reports technicians actually open. - Explain product limits and roadmap in plain language. Escalation and internal glue - Own technical escalations to the end. You do not replace Support. You stay until the customer sees the result. - Work with Support, SE / pre-sales, Product, and Engineering. Bring patterns back: repeat bugs, “Closed–No Response” tickets, restore gaps. - Flag bad CRM data: wrong account type (MSP vs vertical ISV/OEM vs internal IT), wrong company name, missing TAM owner. Growth in the book - Spot real expansion only: extra workloads, Linux, M365/Google backup, more endpoints, storage, Premium Support, RMM if it fits. - Give CSMs the technical facts for the commercial talk. You recommend. They close. - Protect renewals: license mix, failed jobs, open P1s, unused features they already pay for. Voice of Customer - Send product feedback with evidence (ticket IDs, restore cases, modules adoption and UI friction). - Nominate high-growth or high-friction accounts for VOC calls. ✅ Qualifications Must have - 4+ years in a customer-facing technical role: TAM, senior support, SE, service delivery, or backup/DR. - Hands-on backup and restore. You can discuss retention, RPO/RTO, immutability, and why a job is red. - Comfortable with MSP multi-tenant work: many end-clients, license math, technician time. - Clear writing. One page per account: Who / Uses / Friction / Expansion / Risks / Next action. - Stable in escalation. You can talk to an angry owner and a tired L2 tech on the same day. - Comfortable with Rest API. Strong plus - Worked in an MSP, or sold / supported MSPs. - M365 / Google backup, Azure or AWS storage, Hyper-V / VMware. - RMM/PSA familiarity (ConnectWise, Autotask, Ninja, etc.). - CRM discipline: notes other people can act on.