Technical Account Manager (TAM) | $55K-$70K + Benefits | Industry Leading Integrated Solutions Provider bei PhillyTech.Co

Our client is an industry-leading, award-winning provider of integrated technology solutions for builders and building owners. They’ve been in business for 10+ years. They are a one-stop shop for all connected building needs, including low-voltage cabling and infrastructure, network build-out, and all IP endpoints, including access control, IP cameras, Wi-Fi, and A/V. Their CEO has been featured on Fortune Magazine, acknowledging their service quality for its reliability and efficiency, and they have won the Thought Leadership Award in 2024.

Benefits:

• Dental, health, and vision insurance 
• PTO
• Retirement plan
• Quarterly performance-based bonus structure

We are seeking a Technical Account Manager (TAM) who will serve as a trusted partner and advocate for our clients. This role is designed for someone who can balance reactive technical support with proactive account management, ensuring clients receive both quick resolutions to issues and consistent long-term care. The TAM will act as a bridge between customers and internal teams, combining technical troubleshooting with relationship management to drive customer success.

This position is ideal for a well-rounded professional who enjoys problem-solving, multitasking, and strengthening client relationships in a structured environment.

Job Responsibilities

Reactive Support (~50%)

• Handle incoming calls, emails, and support tickets.
• Troubleshoot and resolve Level 1 technical issues, providing clear guidance and documentation.
• Utilize internal knowledge bases and escalate complex issues to senior engineers or the Service Manager as needed.
• Deliver timely, professional communication to ensure high levels of client satisfaction.

Proactive Account Management (~50%)

• Conduct regular client check-ins (non-sales touchpoints) to maintain strong relationships.
• Share training materials, product updates, and best practices to support customer success.
• Monitor client environments to identify and address potential issues before they escalate.
• Build trust and rapport with assigned clients through consistent, proactive outreach.

• 2-4+ years of experience in IT support or customer service.
• Proven ability to troubleshoot and resolve entry-level IT issues in Network and CCTV-related issues (Low Voltage systems).
• Experience with Access Control and CCTV technologies (IP cameras, DVR/NVR systems) is a plus.
• Strong communication, empathy, patience, and a proactive problem-solving mindset.
• Multitasking: Comfortable managing tickets while simultaneously maintaining proactive outreach.
• Work Setup: In-office role (5 days/week initially, with the potential to transition to 3 days/week based on performance and revenue contribution).

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