[Remote] Technical Account Manager (MSP)

Note: The job is a remote job and is open to candidates in USA. Mainstay Technologies is a company that provides IT and Information Security services to small and medium-sized businesses. They are seeking a Technical Account Manager to serve as a trusted advisor to clients, ensuring their technology aligns with business goals and providing strategic guidance. The role involves managing client relationships, developing technology roadmaps, and collaborating with internal teams to deliver exceptional service.

Responsibilities

• The overall health, stability, and direction of your clients’ technology environments
• Client relationships, serving as the primary technical advisor and point of contact
• Technology roadmaps aligned to business goals, risk tolerance, and best practices
• Strategic planning meetings (QBRs), including preparation, facilitation, and follow-through
• Identifying risks, gaps, and opportunities across infrastructure, security, and operations
• Partnering with service, engineering, and project management teams to ensure execution aligns with strategy and standards
• Regular onsite client meetings to build strong relationships and exceptional service delivery
• Translate business needs into clear technical strategies and actionable plans
• Use reporting, trends, and environment insight to proactively guide client decisions
• Lead direction during escalations by providing context, defining priorities, and ensuring the right resources are engaged
• Ensure issues are not only resolved, but understood – driving root cause analysis and preventative improvements
• Partner with internal technical teams to ensure work is executed in alignment with long-term strategy
• Validate that solutions meet client needs and align with standards before and after implementation
• Provide consistent ownership and follow-through for your clients’ environments, ensuring priorities stay visible and progress keeps moving forward
• Clients trust you as their go-to technical advisor and strategic partner
• Roadmaps are driven forward proactively, not reactively
• Environments are stable, secure, and aligned with standards
• Issues lead to long-term improvements, not repeated problems
• Clients clearly understand what’s coming next and why

Skills

• 4+ years of experience in IT, ideally in a client-facing or MSP environment
• Strong technical foundation across Microsoft environments (M365, Azure/Entra, Windows Server), networking, and security fundamentals
• Experience participating in or leading client conversations, planning, or strategy
• Strong troubleshooting and problem-solving skills across infrastructure and systems
• Clear and concise written and verbal communication
• High ownership, accountability, and follow-through
• Strong interpersonal skills and ability to build trust with client stakeholders
• Ability to manage multiple clients and priorities effectively
• Continuous improvement mindset, including leveraging automation and AI where appropriate
• Experience with MSP tools such as ConnectWise Manage and RMM platforms
• Familiarity with reporting tools such as Power BI
• Industry certifications (Microsoft, CompTIA, or equivalent)

Benefits

• A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books
• 3 weeks of PTO (4 weeks after 2 years) per year
• A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years
• Health, Dental, and Vision Insurance
• Disability Insurance
• Group and Supplemental Life Insurance
• Paid Family Leave
• 401(k) with 3% match
• ESOP!
• Team Profit Sharing
• Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
• Paid Volunteer Time Off
• Work-from-Anywhere with strong flexibility to work remotely, while also recognizing the importance of face-to-face connection through team meetings, all-staff gatherings, and in-person client meetings
• Regular in-person client meetings requiring applicants to live within driving distance of clients, offices, and team events to support client relationships, onboarding, and ongoing collaboration

Company Overview

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