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Added 14 mins ago
Contact Center Engineer (IVR & Amazon Connect)
K&K Global Talent Solutions INC.
ON · Ontario, Canada
Full-time
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Added 15 mins ago
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Added 1 hour ago
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Technical Client Care Manager
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Full-time
…need to be credible in front of a business owner without an engineer beside you, and comfortable holding a price when someone quotes…
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TLC Solutions

Technical Client Care Manager

Langley (District), BC, Canada
Langley, BC, V1M 0A4, Canada

Job type: Full-time
Posting language: English
Posted: Sep 25, 2026

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Original job description

Most account management jobs hand you a target and a CRM. This one hands you a book of managed-service clients and makes you responsible for what happens to it.

You'll own a tiered portfolio of BC businesses the kind where you know the owner's name and they know yours. You'll assess their environments, shape the technical recommendations, run the reviews that set their IT budget for the year, carry the renewals, and be the person they call when something has gone wrong at 7am. It's a Client Care and Sales Engineering role in one seat, which means you need to be credible in front of a business owner without an engineer beside you, and comfortable holding a price when someone quotes cheaper.

What you'll own

A tiered client portfolio, end to end. Relationship, technical direction, and commercial outcome
Discovery and environment assessments that turn into real recommendations
Technology business reviews that end in a dated roadmap the client has agreed to
Proposals covering pricing, service levels and implementation
Renewals, including price increases, and the judgment to know when to hold and when to restructure
Growth inside your existing accounts, from triggers you found yourself
Service recovery when something breaks. Owning the communication, the remediation plan, and the follow-through

What you'll bring

7+ years client-facing at an MSP or IT services firm: account management, sales engineering, technical account management or senior support
Experience owning renewals, including at least one price increase you held with a client who pushed back
Solid ground in Microsoft 365, Windows server and desktop, networking, backup and endpoint security
Experience scoping solutions and writing proposals with pricing, SLAs and implementation plans
A story about carrying a client through a serious service failure and keeping them
Comfort with a PSA/CRM (we run Autotask) and documentation tools like IT Glue
A valid driver's licence and willingness to travel the territory, including overnight trips

Technical consultation and solution design

You are the technical voice in the client relationship, credible on your own in front of a non-technical owner.

Assess client IT environments and recommend improvements grounded in what the environment actually shows. Asset age, ticket patterns, security posture, spend.
Design tailored managed-service solutions with the Technical Services team.
Prepare and present proposals covering pricing, service levels and implementation plans.
Translate an engineer's finding into a business case a client can act on, and know the edge of what you can speak to without support.
Provide pre-sales and post-sales technical support

Preferred

Industry certifications such as Microsoft 365 or Azure, CompTIA Network+ or Security+, or ITIL Foundation.
Familiarity with compliance frameworks relevant to our clients. CIS, PIPEDA, BC FIPPA, cyber-insurance requirements.
Experience delivering strategic account plans or quarterly business reviews.
Experience working a book organised into service tiers.

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More about this job

Responsibilities

You will manage a tiered portfolio of clients, acting as the primary technical and commercial point of contact for IT strategy and service delivery. Responsibilities include conducting environment assessments, developing technology roadmaps, managing renewals, and overseeing service recovery during technical failures.

Requirements

Candidates must have 7+ years of client-facing experience in an MSP or IT services environment with a proven track record in account management or sales engineering. Proficiency in Microsoft 365, Windows server environments, and professional proposal development is required, along with a valid driver's license.

Skills

Account Management
Sales Engineering
Technical Account Management
Microsoft 365
Windows Server
Networking
Endpoint Security
Solution Design
Proposal Writing
Autotask
IT Glue
Service Recovery
Strategic Planning
Technical Consultation

Visa sponsorship

Not detected in the job text

Keywords

Managed Services
MSP
Account Management
Sales Engineering
Technical Account Management
Microsoft 365
Windows Server
Networking
Backup
Endpoint Security
Autotask
IT Glue
SLA
Proposal Design
Strategic Account Planning
Quarterly Business Reviews
Compliance
CIS
PIPEDA
BC FIPPA
Cyber-insurance
ITIL
CompTIA Network+
Security+
Azure
Technical Consultation
Service Recovery
Client Portfolio Management

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