Senior Technical Account Manager

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries.

Learn more about us at https://www.charterts.com

JOB

OVERV

I

EW

The Senior TAM connects the dots between what our clients need and how they use CTS services, so their technology keeps moving their organizations and partnership with CTS forward.

As a Senior Technical Account Manager for k-12 clients, you are the primary advocate and trusted advisor for a set of multi-site Charter School clients within CTS who will partner with the Senior Technical Account Manager to purchase new technology equipment, to escalate a service request, or to discuss a new technology initiative within their organization.

You will run the Strategic Planning Meetings where you will analyze each client’s technical environment, their business goals as it relates to technology, and develop a long-term IT roadmap.

You will be focused on a subset of larger clients in the k-12 Sector where you will provide a deeper integration with their organization, helping them to utilize technology to the fullest potential, ensuring a healthy relationship, and bringing in the right resources within CTS to get your clients the answers they need. There is a heavy emphasis on process and procedures around technology and being a thought partner for unique environments that each organization has.

RESPONSIBILITIES

• Serve as the client’s trusted technology advisor. Build strong relationships with key contacts so you understand their business goals, challenges, and how CTS services support them.
• Turn client needs into action. Connect what clients are trying to achieve with the CTS services, technologies, and teams that can help them get there.
• Monitor client health through monthly internal reviews, looking at service usage, satisfaction, profitability, and technology risk to spot gaps early and keep clients getting full value.
• Lead recurring technology assessments and quarterly strategic planning meetings that link each client’s priorities to a clear technology roadmap.
• Hold regular tactical check-ins with clients to review open issues, service performance, and changing needs, and make sure their services keep up with how the business works.
• Find opportunities where new or expanded services would solve real client problems. Partner with Solutions to develop and present technical proposals for L3 technologies.
• Advocate for clients across every CTS department. Answer questions, escalate issues to the right teams, and own the Potential At Risk Client (PARC) Process to catch and address client risk early.
• Help clients get more out of the tools they already have by running recurring and one-off training events (such as Lunch & Learns) on core technologies like Microsoft 365, Google Workspace, and Smart Boards.
• Own the opportunity pipeline and meet the quarterly NRR forecast by growing accounts based on client needs.
• Answer client invoicing questions so clients understand what they pay for and the value it delivers.
• Manage client projects when needed, based on capacity and client requirements.
• Build on client relationships to develop referrals for new business.

QUALIFICATIONS | SKILLS

• 7–10+ years in technology services, including client-facing strategic roles such as Senior TAM, vCIO, or IT Director, ideally at a Managed Services Provider.
• Proven ability to understand a client’s business goals and turn them into practical technology plans, budgets, and service recommendations.
• Experience growing client accounts by finding where new or expanded services solve real business problems.
• Proven ability to manage client relationships through difficult conversations. Spot misalignment early, whether it’s about expectations, scope, or service value, and escalate it to the right people with clear context. Work toward resolutions that rebuild trust and keep the relationship strong.
• Experience building OPEX and CAPEX budgets and technology roadmaps, with strong Excel/Sheets skills for budgeting and reporting.
• Working knowledge of core network infrastructure (switches, wireless, firewalls, WAN connectivity) and of cybersecurity risk and best practices.
• Hands-on or consulting experience with Microsoft 365, Google Workspace, and other cloud services.
• Excellent written, verbal, and presentation skills, including the ability to explain technical topics to non-technical leaders.
• Strong sense of ownership, with the ability to manage competing priorities and adapt quickly as client needs change.
• PREFERRED
• Experience with K-12 organizations.
• Project management certification (CAPM, PMP).
• Familiarity with MSP tools such as ConnectWise, Autotask, or similar PSA/RMM platforms.
• WORK SCHEDULE & LOCATION
• The hours for this position are typically 9 AM to 5:30 PM EST, with some occasional after-hours work required based on client requests. This position is hybrid based out of Brooklyn, NY. Local travel throughout NYC (5 boroughs) and occasional regional travel is expected. It is acceptable to work from home when not at client locations, with the expectation of working in our Brooklyn office at least 1 day per week.