Named one of Tampa Bay Times' Top Workplaces of 2025, Data-Tech is an IT Managed Services Provider (MSP) providing unparalleled IT solutions to the Greater Tampa Bay Region and beyond since 1996. We utilize a proactive, strategic approach to technology and technology management and are committed to providing a superior client experience. We pair high-level engineering with business acumen to provide best-in-class, enterprise level support and project solutions to our clients that range in size from 2 to 100 employees. We have a proven track record of delivering challenging IT services on time and on budget. We believe a strong corporate culture, talented employees, and adherence to process and teamwork lead to award winning, best-in-class service.
Job Overview
We are seeking a dedicated and knowledgeable Technical Account Manager to join our team. In this role, you will serve as a primary point of contact for our clients, ensuring they receive exceptional service and support. You will leverage your technical expertise to facilitate product demonstrations, provide pre-sales support, and analyze customer needs to enhance their experience with our solutions. The ideal candidate for this role will be aggressive, goal-oriented, articulate, and will possess sound customer relationship and communication skills. This individual will have an outgoing personality and the capacity to motivate and influence those around them. A strong desire to learn and reach high performance goals is a must. The ideal candidate will have a strong understanding of IT services, cybersecurity, and managed services.
Responsibilities
- Serve as our clients’ Trusted Technology Advisor as it pertains to Data Security, Compliance Management, and Physical Technology.
- Build and maintain strong, positive working relationships with clients while managing client portfolio.
- Open, close, review, and oversee service tickets, utilizing Data-Tech’s ticket management system.
- Monitor multiple processing environments simultaneously using Customer Relationship Management (CRM) software and various management and monitoring tools.
- Assist customers in the use of Support Access.
- Attempt to resolve all customer computing issues/problems and understand when to escalate matters that are beyond your control to the appropriate technical support staff and application specialists for resolution assistance.
- Practice proper phone etiquette and receive, route, and coordinate conference calls between customers and various internal resources and specialists.
- Identify, track, account for, and properly maintain usage records and properly store all project related data.
- Support pre- and post-production customer support requirements as implemented.
- Build Customer Technology Stack and Renewable MSP Agreements.
- Manage customer expectations by ensuring clients’ support tickets are resolved in a fast and professional manner and comply with agreed Service Level Agreements (SLAs).
- Prepare and provide training materials and informative presentations for clients.
- Lead efforts to develop new and innovative project management strategies, objectives, and metrics, while focusing on improving efficiency and automation.
- Perform necessary client site visits throughout the project phases to ensure deliverable timelines are being met and clients are satisfied.
- Create, propose, and articulate Technology Roadmaps detailing project phases and timelines to set realistic expectations for the client.
- Maintain communication throughout the course of each project and provide consistent updates to clients, while answering questions and assisting the client as needed.
- Maintain an open mind and desire to consistently improve performance through coaching opportunities, training courses and certifications, and tracking Key Performance Indicators (KPIs).
Skills
- Extensive knowledge of current security technologies, physical hardware platforms, and Compliance-as-a-Service.
- Experience in pre-sales activities, including technical sales presentations.
- General knowledge of computer networking principles and practices.
- Strong analytical skills to assess customer needs effectively.
- Ability to communicate complex technical concepts clearly to non-technical stakeholders.
- Firm understanding of the Continuous Improvement function within ITIL (IT Service Management). Ability to remain calm and focused when working under pressure.
- Ability to prioritize multiple competing objectives and client needs appropriately based on a comprehensive evaluation of multiple competing objectives.
- Passion for technology and commitment to delivering excellent customer service.
Qualifications and Experience:
- 2+ years in an account management or client services role required
- Associate degree in a related field OR a credible cybersecurity certification and 2+ years of experience in IT support or similar role
- Must possess and maintain a Florida Driver’s License and a clean driving record (required)
- Must be able to pass a 7-year background check (required)
- ITIL V3 Foundations certification (preferred)
If you believe you meet the above qualifications and are interested in joining an organization that supports its employees and is committed to helping them reach their full potential, we encourage you to apply now! Join us as a Technical Account Manager where your expertise will help drive customer satisfaction and business success!
Data Tech is an Equal Opportunity Employer. We do not discriminate on the basis of race/color/religion/sex/national origin/veteran status/disability/age/sexual orientation/gender identity/marital status, or any other characteristic protected by law.
Job Type: Full-time
Pay: $45,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: In person
