MSP Technical Account Manager

MSP Account ManagerLocation: Remote, El SalvadorSchedule: Full timeEngagement Type: Contractor
About Brookwill
Brookwill IT Solutions provides IT outsourcing and managed support resources for MSPs and growing IT teams. We place experienced support, operations, and account management professionals into client environments and stay involved through onboarding, quality oversight, coaching, and service improvement. This role will support an established MSP environment across Microsoft 365, Microsoft Intune, Copilot, modern workplace, endpoint management.
Role Summary
Brookwill is seeking an experienced MSP Account Manager to support client relationships, service quality, communication, and account coordination. This is not a sales role. The right candidate understands MSP service delivery, client expectations, ticket workflows, escalations, and service risk.
Key Responsibilities
• Manage day-to-day client communication for assigned accounts.• Own client follow-up, meeting notes, action tracking, and status updates.• Prepare for client account reviews, service meetings, and escalation calls.• Track open issues, risks, blockers, and client commitments.• Coordinate with service desk, engineering, project, and dispatch teams.• Monitor ticket trends, aging issues, service concerns, and recurring pain points.• Help improve process, documentation, communication, and ownership.• Support client onboarding, transition activity, and service handoff.• Maintain clear documentation in tickets, trackers, account notes, and SOPs.• Escalate service risks before they become client satisfaction issues.• Protect scope boundaries while keeping the client relationship constructive.
Required Experience• 3 or more years of account management, client success, service delivery, or operations experience in an MSP or IT services environment.• Strong understanding of MSP support models, ticketing workflows, SLAs, escalations, and client expectations.• Experience supporting Microsoft 365, Microsoft Intune, Copilot, and modern workplace environments.• Experience working with service desk, endpoint support, engineering, or project teams.• Familiarity with Entra ID, Teams, SharePoint, OneDrive, Exchange Online, Apple, or Google Workspace.• Ability to run client meetings, summarize issues, assign follow-ups, and hold teams accountable.• Strong written communication skills.• Strong attention to detail.• Comfortable working remotely with distributed teams.
Preferred Experience• Experience supporting clients in a Microsoft-focused MSP environment.• Familiarity with ConnectWise, Smartsheet, or similar tools.• Prior experience as a Technical Account Manager • Experience supporting project coordination, onboarding, or client transition work.