Strategic Technical Account Manager

 Prosource, the Midwest region’s leading business technology solutions provider, has been awarded a Top Workplaces honor by The Enquirer from 2020-2025. The list is based on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC. 

Major Goals and Responsibilities

The STAM (Strategic Technical Account Manager) acts as advisor and relationship owner for assigned managed IT customers and is responsible for building trusted relationships with executive stakeholders and guiding clients through Technology Alignment Planning (TAP). Through vCIO-level engagement, the STAM develops and maintains a tailored technology roadmap that aligns technology investments with each client’s business goals, risk profile, and growth objectives.

The STAM is accountable for retaining and expanding revenue within their account base, including managed recurring revenue, projects, and solution adoption. Success in this role requires translating technical risk and opportunity into clear business value, proactively guiding clients through change, and balancing client advocacy with organizational standards and profitability. Performance is measured by client satisfaction (NPS), growth in MRR and project revenue, and consistent execution of effective TAP engagements.

The STAM has the success mindset of “I own the relationship, understand the business, and proactively guide clients toward better business outcomes through technology while protecting both the client’s interests and Vitis’ long-term growth.”

Essential Activities and Responsibilities

Strategic Technical Account Management (50%)

• Conduct TAP (Technology Alignment Planning) meetings for each managed IT customer, following the established agenda to:

 - Demonstrate business value through performance metrics and a review of initiatives delivered during the prior quarter

 - Provide strategic technology guidance aligned to the client’s current environment and needs

 - Educate clients on relevant technology and industry trends

 - Understand the client’s business goals and align technology to support those outcomes

 - Collaborate with clients to create, maintain, and forecast their technology roadmap, budget, and upcoming initiatives

 - Support and, when appropriate, lead technical and organizational change management efforts

• Develop and maintain a Technology Roadmap for each managed IT customer, aligning technical requirements to business objectives and reviewing quarterly during Technology Alignment Planning sessions.
• Coordinate and/or deliver ongoing client education, including security awareness, disaster recovery, risk planning, and product training.
• Serve as the escalation point for service and technical issues, with authority to make decisions necessary to resolve problems and protect the client experience.

Sales (30%)

• Own retention and growth of Monthly Recurring Revenue (MRR) within the assigned customer base.
• Identify, position, and close expansion opportunities that improve client productivity, efficiency, security, and compliance through strategic technology solutions.
• Drive adoption and standardization of the company’s approved technology stack to enhance performance, reliability, security posture, and incident response.
• Lead contract renewals, agreement expansions, and upsell discussions for existing customers.
• Partner with Net New Sales to ensure a smooth transition of newly onboarded Managed IT clients into ongoing account ownership and support.

Team Quarterback (20%)

• Serve as the team quarterback for the assigned Customer Support Team, leading alignment around client priorities and ensuring a shared understanding of account goals, risks, and next actions.
• Keep internal teams informed of key client developments, initiatives, and changes that may impact service delivery or planning.
• Act as the primary liaison between clients and service delivery teams, coordinating technical needs, resolving conflicts, and escalating issues as necessary.
• Partner with department leaders and Project teams to scope opportunities, develop Statements of Work, and ensure clear ownership through delivery.
• Leverage the Customer Support Specialist (CSS) to support reporting, quoting, follow-ups, and administrative coordination—allowing the STAM to remain focused on strategy, relationships, and outcomes.

Prerequisites (i.e… education, experience)

• Bachelor’s degree or equivalent combination of education and relevant experience in the technology field.
• Experience managing, engineering, or supporting IT environments for organizations with 20+ users, including hardware, software, and end-user support.
• Ability to work effectively both independently and as part of a cross-functional team.
• Strong technical problem-solving skills with a solid understanding of modern IT infrastructure, security, and workplace technologies.
• Proven ability to communicate technical concepts to executive and non-technical stakeholders in clear business terms, demonstrating sound business acumen.
• Highly customer-focused, with strong interpersonal, written, and verbal communication skills.
• Demonstrated ability to prioritize, manage, and follow through on multiple competing initiatives.
• Availability to work Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional after-hours commitments as business needs require.
• Authorization to work in the United States on a full-time basis without sponsorship. 

Key Skills for Success

• Familiarity with Cisco/Meraki, Datto/Kaseya, and Microsoft 365 products and licensing, with prior technical training or demonstrated technical acumen.
• Ability to align technology strategy, risk, and investment to client business goals, budgets, and outcomes using a vCIO mindset.
• Credibility with C-level stakeholders and the ability to translate technical concepts into clear, actionable business guidance.
• Understanding of managed services economics, with the ability to drive retention, expansion, and value-based growth within assigned accounts.
• Ability to lead cross-functional teams, quarterback client outcomes, and drive alignment without direct managerial control.
• Proactive ownership of client outcomes, strong judgment in ambiguous situations, and consistent follow-through across multiple priorities.

Primary People Contacts

• Client primary points of contact and C-level executives
• Internal team members and cross-functional partners
• Direct manager and organizational leadership
• Vendors and technology partners

Toughest Part of the Job

• Balancing competing priorities while meeting the expectations of clients, internal teams, and leadership.
• Making timely decisions in ambiguous situations that balance client needs with company standards, risk, and profitability.
• Translating technical risk and recommendations into clear, actionable business guidance for executive stakeholders.
• Driving technology adoption and change with clients who may be resistant, budget-constrained, or slow to act.
• Leading cross-functional teams and influencing outcomes without direct authority.
• Staying current with evolving technologies and security threats while applying them across diverse client environments.
• Clearly demonstrating the value of managed services and strategic recommendations to retain clients and drive growth.

Compensation Method

• Base salary plus a monthly bonus tied to add-on business closed within assigned accounts and achievement of key relationship success metrics.

Travel

• Reliable transportation and the ability to visit customers at their location is required.
• Some occasional travel to vendor shows and/or training may be required.