Technical Account Manager for MSP360 Team
⚡️ Who we are
MSP360 builds backup and data-protection software for MSPs and IT teams: endpoint and server backup, Microsoft 365 / Google Workspace backup, immutable and cloud storage, and related management tools. Customers run multi-tenant environments. They care about restore reliability, license cost, storage cost, and how fast technicians can work.
✅ What you will do
Account ownership
•Own a named mix of high-growth and mid-market MSP / IT accounts.
•Keep a short success plan per account: who they are, how they use us, friction, expansion path, next action.
•With Customer Success Managers, run health checks, QBRs, and reviews after incidents or major product changes.
Technical advisory
•Learn each stack: Windows / Linux / Hyper-V / VMware, M365 or Google tenants, storage (Wasabi, B2, S3, local), RMM/PSA in use.
•Review backup design: retention, immutability, restore tests, failed-job noise vs real risk.
•Help them use the product as designed: multi-tenant setup, roles, storage policy, reports technicians actually open.
•Explain product limits and roadmap in plain language.
Escalation and internal glue
•Own technical escalations to the end. You do not replace Support. You stay until the customer sees the result.
•Work with Support, SE / pre-sales, Product, and Engineering. Bring patterns back: repeat bugs, "Closed–No Response" tickets, restore gaps.
•Flag bad CRM data: wrong account type (MSP vs vertical ISV/OEM vs internal IT), wrong company name, missing TAM owner.
Growth in the book
•Spot real expansion only: extra workloads, Linux, M365/Google backup, more endpoints, storage, Premium Support, RMM if it fits.
•Give CSMs the technical facts for the commercial talk. You recommend. They close.
•Protect renewals: license mix, failed jobs, open P1s, unused features they already pay for.
Voice of Customer
•Send product feedback with evidence (ticket IDs, restore cases, modules adoption and UI friction).
•Nominate high-growth or high-friction accounts for VOC calls.
✅ Qualifications
Must have
•4+ years in a customer-facing technical role: TAM, senior support, SE, service delivery, or backup/DR.
•Hands-on backup and restore. You can discuss retention, RPO/RTO, immutability, and why a job is red.
•Comfortable with MSP multi-tenant work: many end-clients, license math, technician time.
•Clear writing. One page per account: Who / Uses / Friction / Expansion / Risks / Next action.
•Stable in escalation. You can talk to an angry owner and a tired L2 tech on the same day.
•Comfortable with Rest API.
Strong plus
•Worked in an MSP, or sold / supported MSPs.
•M365 / Google backup, Azure or AWS storage, Hyper-V / VMware.
•RMM/PSA familiarity (ConnectWise, Autotask, Ninja, etc.).
•CRM discipline: notes other people can act on.
