Technical Account Manager

Technical Account Manager
Rocket IT Client Services Team - Suwanee, GA - Full Time

The Role
Rocket IT helps businesses across metro Atlanta thrive through better IT and genuine human connection. We’re looking for an experienced Technical Account Manager to own a portfolio of managed IT accounts, serving as a trusted advisor to the business leaders who depend on us.

This is a consultative, relationship-driven role. You’ll meet regularly with client leadership to understand their business priorities, align their IT strategy and budget with their broader objectives, and ensure their technology investments are purposeful and well-prioritized. You’ll balance advocacy for the client with honest guidance, recommending what they need rather than just what they want to hear. When concerns arise, you’ll address them promptly. When opportunities exist to improve their IT posture, you’ll bring those to the table with clear, well-reasoned proposals.

You’ll manage approximately 20–30 accounts and serve as the single point of accountability for each client’s relationship with Rocket IT.

What You'll Do

• Own the end-to-end client relationship for your assigned portfolio, including regular in-person meetings, quarterly business reviews (QBRs), and proactive outreach between touchpoints
• Understand each client’s business goals, operational challenges, and risk tolerance; align Rocket IT’s services and recommendations accordingly
• Help clients plan and prioritize their IT investments by working with them on annual budgets, technology roadmaps, and strategic alignment between IT and business objectives
• Prepare and lead QBRs that go beyond status updates, presenting infrastructure audit findings, compliance gaps, budget reviews, and strategic recommendations
• Review infrastructure audit results against Rocket IT’s Ideal IT Architecture standards and present actionable recommendations to move clients toward compliance
• Identify opportunities to expand services within existing accounts, including cybersecurity, Microsoft 365, and compliance solutions, contributing to account growth targets
• Develop proposals, quotes, and business cases in collaboration with technical and leadership teams
• Translate technical information into clear, business-relevant language for non-technical decision-makers
• Serve as an early warning system, identifying and escalating client satisfaction issues before they become churn risks
• Maintain accurate, up-to-date records of client interactions, account plans, and pipeline activity in the CRM

How Success is Measured

• Client retention rate across your portfolio
• Account growth and expansion revenue
• QBR completion rate and quality
• Client satisfaction scores and qualitative feedback
• Timeliness and accuracy of CRM documentation

What We're Looking For
Required

• 5+ years of account management experience in managed IT services (MSP), IT support services, or a closely related technology services environment
• Demonstrated track record of client retention and account growth
• Experience advising business owners or executives on technology investments, IT budgeting, or strategic IT planning
• Experience preparing and leading quarterly business reviews or structured account review processes
• Comfort discussing cybersecurity, cloud, and compliance topics with non-technical business owners
• Strong organizational skills; you manage multiple accounts without letting anything fall through the cracks
• Excellent written and verbal communication skills
• 4-year college degree in a related field, or equivalent combination of education and experience

Preferred

• Familiarity with MSP operational tools, including PSA platforms (e.g., ConnectWise Manage, Autotask), RMM tools, and IT documentation platforms (e.g., IT Glue)
• Working knowledge of IT compliance frameworks such as NIST or CMMC
• Experience with IT roadmap development or technology lifecycle planning
• Experience with HubSpot or similar CRM platforms
• Background in consultative or solution selling

Why Rocket IT
The Rocket IT team is made up of kind, curious, creative problem-solvers who work and play by our values:

1. Connect with People - We develop meaningful connections with clients, coworkers, and our community.
2. Be Passionate Stewards - We help clients use technology to its greatest potential, and we’re good stewards of their trust and resources.
3. Find a Better Way - We find joy in challenges and celebrate progress and innovation.
4. Have a Blast!- We love what we do, and we foster an authentic, supportive, and collaborative environment.

Your professional development, engagement, and personal growth are important to us. Our benefits include:

• 10 PTO days, with opportunity for increase over time
• 9 paid holidays (7 observed + 2 floating)
• Company-sponsored health insurance (Rocket IT contributes up to $600/month toward employee-only premiums; multiple plans available, with at least one plan fully covered by the company contribution)
• Long-term and short-term disability coverage
• Simple IRA with company match
• Self-care reimbursement
• Cell phone stipend
• Training support and incentives for continued education

Compensation

• Base salary (annual): $85,000–$95,000 (depending on experience)
• Performance incentives (target): $15,000/year at 100% of plan (paid monthly based on gross margin)
• On-target earnings (OTE): $100,000–$110,000 (base + target incentive)
• Note: Incentives are performance-based; actual payouts may vary. Incentives are paid under Rocket IT’s incentive plan and may be adjusted based on plan terms.

Reports to: Service Manager

Work Model

Rocket IT supports an office-centric hybrid model that promotes teamwork and fosters strong relationships. Full-time team members are in our Suwanee, GA office at least 3 days per week and work remotely the other 2 days. This role also involves regular in-person client meetings across the metro Atlanta area.