Technical Account Manager – MSP (Remote)

About the role

Brookwill is looking for an experienced Technical Account Manager to act as the primary liaison for MSP clients. This remote, contractor position focuses on service delivery, client communication, and account coordination rather than sales.

Key responsibilities

• Manage day‑to‑day client communication for assigned accounts.
• Document meeting notes, track actions, and provide status updates.
• Prepare and lead client account reviews, service meetings, and escalation calls.
• Monitor open issues, risks, blockers, and client commitments.
• Coordinate with service desk, engineering, project, and dispatch teams.
• Analyze ticket trends, aging issues, and recurring pain points.
• Improve processes, documentation, and communication ownership.
• Support client onboarding, transition activities, and service handoff.
• Maintain clear documentation in tickets, trackers, account notes, and SOPs.
• Escalate service risks proactively to protect client satisfaction.

Required profile

• 3+ years of account management, client success, service delivery, or operations in an MSP or IT services environment.
• Strong understanding of MSP support models, ticketing workflows, SLAs, escalations, and client expectations.
• Experience supporting Microsoft 365, Intune, Copilot, and modern workplace solutions.
• Ability to run client meetings, summarize issues, assign follow‑ups, and hold teams accountable.
• Excellent written communication and attention to detail.
• Comfortable working remotely with distributed teams.

Required skills

• Microsoft 365
• Microsoft Intune
• Microsoft Copilot
• Entra ID
• Microsoft Teams
• SharePoint
• OneDrive
• Exchange Online
• Apple device management
• Google Workspace
• ConnectWise (preferred)
• Smartsheet (preferred)