Own a portfolio of client relationships as a trusted technical advisor. Align IT strategy with business goals, support renewals and retention, identify expansion opportunities, advise on infrastructure, SaaS, security, and automation, and coordinate escalated service delivery. Lead onboarding and training, conduct business reviews, maintain client documentation, and use feedback to improve services.
Who we are:
Pixel Machinery is a Boston-based technology consultancy that helps organizations build efficient, flexible, and scalable IT ecosystems. We believe that IT should be automated and unattended as much as possible. We understand that doing so requires technical expertise, careful planning, and effective execution. The result is significant cost-savings, increased productivity, security, and employee efficiency. Our experience in software development, systems administration, and business operations allow us to find the optimum solutions for our clients.
The role at a glance:
We are seeking a Technical Account Manager to own and strengthen client relationships while serving as a trusted technical advisor. In this role, you will partner with clients to understand their IT environments, business goals, and technical challenges — ensuring they receive maximum value from Pixel Machinery’s services. You will also act as a technical SME, advising on solutions, managing escalations, and guiding clients through key projects and initiatives.
This is a hybrid role blending strategic customer success (retention, engagement, satisfaction) with technical expertise (IT systems, SaaS environments, and automation).
Responsibilities:
- Serve as the primary point of contact for a portfolio of clients, building long-term, trusted relationships.
- Partner with client leadership and stakeholders to align IT strategy with business objectives.
- Support renewal and retention efforts by ensuring client satisfaction and demonstrating ROI.
- Proactively identify and define opportunities to increase client revenue through expanded service and software offerings, including supporting and sometimes leading the process to finalize these opportunities.
- Act as a technical SME, advising clients on best practices for IT infrastructure, SaaS applications, security, and automation.
- Conduct regular check-ins, quarterly business reviews, and success planning sessions with clients.
- Proactively identify opportunities to expand client value (process improvements, service adoption, and technical enhancements).
- Coordinate with internal technical teams to ensure successful delivery of services and resolution of escalated issues.
- Lead client onboarding and training for new systems or tools when applicable.
- Develop and maintain client-facing documentation, playbooks, and best practices.
- Gather and analyze client feedback to drive continuous service improvement.
Requirements
- 5+ years of experience in a Customer Success, Technical Account Management, or IT Consulting role (MSP experience strongly preferred).
- Strong technical foundation with experience across MacOS, Windows OS, networking, SaaS platforms (Microsoft 365, Google Workspace, Okta, JAMF, JumpCloud, etc.).
- Ability to translate technical solutions into business value for non-technical stakeholders.
- Proven success managing client relationships, increasing retention, and driving customer satisfaction.
- Exceptional communication, presentation, and stakeholder management skills.
- Certifications such as CompTIA A+, Okta Administrator, or similar are a plus.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Training & Development
- Work From Home
- Free Food & Snacks
- Wellness Resources
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