Technical Account Manager

THE OPPORTUNITY

Black Mountain Dynamics delivers managed IT and cybersecurity services, and the Technical Account Manager is the face of BMX to every client after the sale closes. You'll own the relationship and the client experience. Customer Success at BMX is early-stage, so you'll build the playbook, not just run it. The frameworks you create for onboarding, success planning, QBRs, and renewals will become the standard for how BMX scales its client relationships.

WHAT YOU'LL OWN

• Customer relationship ownership across the assigned book — success plans, executive communication, renewal risk visibility, and the client's overall experience with BMX.

• Client onboarding coordination: the administrative, documentation, and client-facing experience of bringing new clients live. You partner with Project Management on sequencing and Service Delivery on technical execution so the client experiences onboarding as one seamless motion. You establish the definition of done and continuously improve the process with reusable templates.

• Client offboarding coordination in the same partnership model — access removals, documentation, and final handoffs clean from the customer's perspective.

• Success planning: a living success plan for each account capturing business goals, desired outcomes, account health, and how BMX delivers against them.

• Relationship mapping: a current map of executive sponsors, champions, and decision-makers at each client — you know who matters and why.

• QBR ownership: the agenda, roadmap narrative, and strategic message of each business review. Service Delivery brings operational reporting; you ensure it lands inside a coherent story.

• VIP cadence and stakeholder communications across the assigned book — clear, timely, and always ahead of the surprise.

• Renewals and risk: forecasting, risk identification, and renewal close for assigned clients. You own escalations where the issue is fundamentally about trust, executive pressure, or retention risk.

• Expansion identification: qualifying growth opportunities within existing accounts (additional services, sites, users, project work). You listen for the next great BMX engagement on every interaction.

• Client-facing documentation: own the client-facing documentation ecosystem to ensure navigating support and accessing information is intuitive for clients. Partner closely with Service Delivery to ensure external resources accurately reflect actual operational workflows.

• Voice of the customer: capturing and surfacing client feedback to inform BMX's service improvements, automation roadmap, and tooling decisions.

• Scope and expectation setting: defining clear project timelines, priorities, and boundaries with clients based on their actual environment before locking in a technical path.

WHAT YOU WON'T OWN

Clear boundaries protect this role from scope creep. The following responsibilities sit with other functions and are not yours to absorb:

• Service execution — triage, dispatch, ticket quality, SLA performance, on-call rotation, and service-execution escalations sit with Service Delivery.

• Technical execution on onboarding, offboarding, or deployments — the technical work sits with Service Delivery; you own the administrative and client-facing side.

• Project plans, timelines, dependencies, and project status reporting — those sit with Technical Project Management.

• Service desk overflow — escalations come to you for relationship risk, not ticket execution.

• New logo sales — new business acquisition is owned by the CEO.

• Backstop for unstaffed responsibilities — new scope is added via explicit conversation, not by default.

WHAT WE'RE LOOKING FOR

Core Requirements

• Experience in a customer-facing role at an MSP, MSSP, IT services firm, or similar B2B technology services business, with comfort coordinating across technical and non-technical stakeholders.

• Operational rigor — demonstrated ability to build and maintain repeatable processes rather than relying on tribal knowledge; comfort owning the administrative spine of cross-functional work.

• Exceptional written and verbal communication; ability to translate technical context into business outcomes for executive audiences.

• Comfort shaping a role as it evolves and operating through influence rather than direct authority.

• Confidence in owning the room for high-stakes presentations to executives and decision-makers.

• Proficient with ticketing, documentation, and collaboration platforms, and able to pick up new systems quickly.

Strong Plus

• Prior CSM, account management, or service delivery experience inside an MSP or MSSP environment.

• Technical literacy — familiarity with networking, security, and cloud concepts sufficient to coordinate confidently with engineers and clients. Deep technical execution isn't required; informed conversation is.

• Exposure to customer success frameworks: success planning, health scoring, QBR design, and/or formal MSP frameworks.

• ITIL Foundation, customer success certifications, or similar.

• Familiarity with HaloPSA and Hudu.

WHO YOU ARE

Relationship-first. You measure success by whether clients feel taken care of — not just whether tickets get closed. You carry the full weight of the BMX relationship on every interaction.

Operationally disciplined. You build systems and templates so the next onboarding is better than the last. You don't reinvent the wheel — you document it so no one has to.

Proactively communicative. You believe clients should never hear bad news from someone other than you, and never be surprised. World-class NOC standards apply to every message you send.

Cross-functional without becoming a bottleneck. You translate client priorities into clear inputs for engineering and project teams — connecting the right people without becoming the person everything routes through.

Comfortable with ambiguity. This role is still being built. You'll make good calls without a detailed playbook and shape the function as the business scales.