POSITION OVERVIEW
As a Technical Account Manager (TAM) at Chelsea-Tech, you are the technical and relationship owner for a dedicated portfolio of clients delivered through a Chelsea-Tech POD — a cross-functional pod of engineers and technicians. You sit at the intersection of service delivery and client success: leading your POD’s day-to-day execution, owning the client relationship, and ensuring every account realizes measurable value from Chelsea-Tech’s managed IT, cybersecurity, and AV services.
Chelsea-Tech serves demanding alternative investment financial-services clients — hedge funds, fund of funds, private equity, family offices, and asset managers — who expect responsiveness, security, and discretion. This role blends hands-on service leadership, trusted-advisor account management, and commercial ownership, guiding each client from onboarding through Quarterly Business Reviews, renewals, and expansion.
KEY RESPONSIBILITIES
Service Delivery & POD Leadership
- Lead and coordinate a dedicated POD of engineers and technicians, setting daily priorities and balancing workload across assigned accounts.
- Own ticket flow in HaloPSA — monitoring queues, aging, and SLA compliance — and drive timely resolution of incidents, service requests, and IMAC/remediation work.
- Act as the escalation point for complex technical and client issues, marshalling cross-functional resources as needed.
- Monitor endpoint health and alerts via NinjaRMM, translating telemetry into proactive maintenance and risk reduction.
- Track ticket trends, service metrics, and client-health indicators — acting before issues become escalations.
- Advocate for the client internally while protecting operational efficiency, POD utilization, and account profitability.
Client Relationship Management
- Serve as the primary point of contact for assigned POD clients, building trusted relationships at technical, operational, and executive levels.
- Conduct regular check-ins, Quarterly Business Reviews (QBRs), and strategic planning sessions with both technical and executive audiences.
- Manage client expectations and ensure alignment to contracted SLAs and scope.
- Proactively identify risks, service-improvement opportunities, and areas for optimization.
- Understand each client’s regulatory and security context (e.g., SEC and financial-services obligations) and reflect it in service planning.
Onboarding, Adoption & Growth
- Lead onboarding and technical enablement for new clients using Chelsea-Tech’s onboarding/checklists, ensuring rapid time-to-value.
- Act as a trusted advisor, guiding best practices across managed IT, cybersecurity, Microsoft 365, networking, and cloud services.
- Drive adoption, retention, and expansion — identifying upsell and deeper-service opportunities aligned to client goals.
- Present ROI, risk reduction, and next-phase roadmaps during QBRs.
- Contribute to solution playbooks, runbooks, architecture diagrams, and best-practice guides used across the client lifecycle.
Commercial & Scope Management
- Maintain awareness of each client’s Statement of Agreement (SOA), including minimum seat/user commitments — ensuring billing integrity even when client headcount drops below the contracted minimum.
- Apply Chelsea-Tech’s IMAC (Install, Move, Add, Change) framework to correctly classify work and surface billable activity that would otherwise be absorbed into managed-services agreements.
- Partner with Finance and Dispatch on time capture, change orders, and out-of-scope approvals.
- Support renewals, true-ups, and rate reviews with accurate, current account data.
SUPERVISORY RESPONSIBILITIES
- Provides day-to-day technical work direction, prioritization, and coordination for the POD engineers and technicians supporting assigned accounts.
- Partners with the POD Manager and Resource Management on performance feedback, coaching, and skills development.
- This is a matrixed leadership role; direct hire/termination authority is not assumed unless specifically designated for the position.
REQUIRED QUALIFICATIONS
- Bachelor’s degree in Information Technology, Computer Science, or a related field — or equivalent professional experience.
- 5+ years in a client-facing technical role within an MSP or managed-IT environment, including at least 2 years leading or coordinating technical staff.
- Strong working knowledge of managed-IT service delivery, ITIL-aligned service management, and PSA/RMM platforms (HaloPSA and NinjaRMM strongly preferred).
- Solid technical breadth across Microsoft 365, networking, cybersecurity fundamentals, and cloud services.
- Demonstrated success owning client relationships from onboarding through renewal and expansion.
- Excellent communicator, able to present to both technical teams and executive stakeholders with clarity and confidence.
- Strong organizational and prioritization skills; able to manage multiple accounts and a shared POD in a fast-paced environment.
- Comfortable with commercial concepts — SLAs, scope, utilization, and account profitability.
PREFERRED EXPERIENCE
- Experience in an MSP POD-based delivery model, or vCIO / vTAM experience.
- Experience serving alternative investment financial-services clients is a plus. Similarly with Aviation Parts and Maintenance Repair Overhaul facilities (MROs).
- Familiarity with cybersecurity frameworks and compliance regimes (SEC/FINRA, CMMC, GDPR and more regulatory environments).
- Relevant IT certifications (ITIL, Microsoft, CompTIA, etc.).
- Experience conducting QBRs and presenting to executive audiences.
KEY PERFORMANCE INDICATORS
- SLA attainment (response and resolution) meets or exceeds target.
- Client satisfaction (CSAT) and Net Promoter Score (NPS) targets achieved.
- Client retention (logo and revenue retention) within/above goal.
- Account expansion and upsell attainment against plan.
- Reduction in escalations and repeat tickets over time.
- QBR completion rate and cadence adherence.
- POD utilization and ticket aging maintained within defined thresholds.
SUCCESS INDICATORS
- Clients feel informed, supported, and confident in Chelsea-Tech.
- POD ticket flow is organized, timely, and well communicated.
- Escalations are minimized through proactive service management.
- Strong client retention, satisfaction, and expansion.
- Technicians feel supported, organized, and clear on priorities.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
- Primarily an office/hybrid environment with prolonged periods working at a computer.
- Occasional travel to client sites and other Chelsea-Tech offices (up to approximately 25%).
- Must be able to remain stationary and operate a computer for extended periods
- Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions, in accordance with the ADA.
BACKGROUND & ELIGIBILITY
- Employment is contingent on the successful completion of a background check.
- Given Chelsea-Tech’s financial-services and CUI/CMMC-scoped clients, additional screening or clearance requirements may apply to specific accounts.
- Applicants must be legally authorized to work in the United States.
EQUAL OPPORTUNITY & EMPLOYMENT STATUS
Chelsea Technologies, LLC (“Chelsea-Tech”) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.
This job description is not an exhaustive list of all duties and does not constitute a contract of employment. Duties, responsibilities, and activities may change at any time at the Company’s discretion. Employment with Chelsea-Tech is at-will and may be terminated by either the employee or the Company at any time, with or without cause or notice.
