Technical Accounts Manager

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About ProVal Tech

For over 18 years, ProVal Technologies has helped managed service providers run their operations at scale. More than 500 MSPs rely on us for 24 7 NOC coverage, patching, backup, EDR, platform administration, and consulting, delivered as an invisible extension of their teams.

We work inside the MSP tool stack every day, including ConnectWise, Kaseya, Datto, NinjaOne, HaloPSA, and Autotask. We know where these platforms fall short and which manual workflows cost our partners the most time.

Our product engineering team turns that knowledge into software. Were building the platform that scales ProVals services and that our partners increasingly use directly. This role is at the center of it.

About the Role

Were looking for a Technical Account Manager who can own the relationship for a portfolio of MSP partner accounts: someone whos comfortable talking shop with technical teams, but whos really energized by owning the account relationship, driving retention, and growing it over time. This is a partner-facing role, not a hands-on delivery role: youll lean on our NOC, support, and consulting teams to solve technical problems, while you own the relationship, the experience, and the growth plan.

If youve worked in an MSP or IT services environment and have always been the person translating between the technical team and the customer (the one who can run an escalation call with confidence, spot an upsell opportunity, and keep an account healthy), this role is built for you.

What Youll Do

Own a defined portfolio of 15 to 20 MSP partner accounts across tiered service levels, delivering the right level of engagement for each account tier.

Lead structured business reviews on a cadence matched to each accounts tier, including preparation, delivery, and follow-through action items.

Participate in monthly delivery calls for top-tier accounts, and selectively for mid-tier accounts.

Build and maintain a living account plan for every account in your portfolio.

Track each account across key health indicators, including tier, growth potential, executive relationship strength, and overall account health.

Monitor account health on an ongoing basis and act quickly on warning signs, including at-risk accounts and champion departures.

Build relationships with decisionmakers at each account, deepening executive engagement over time.

Identify and pursue expansion opportunities, including upselling into ProVal Complete and adjacent services.

Own partner escalations end to end, coordinating with our internal NOC, support, and consulting teams.

What Were Looking For

Working familiarity with the MSP / PSA-RMM landscape (e.g., ConnectWise, Kaseya, Datto, NinjaOne, or similar), enough to speak credibly about a partners environment. Deep hands-on technical delivery experience is not required.

Experience working directly with US-based clients or stakeholders, with availability to work US Eastern business hours (preferably 8:00 AM to 5:00 PM EST).

Experience running account health reviews, identifying risks and opportunities, and translating findings into clear, actionable plans.

Demonstrated ability to translate complex technical concepts into clear business value for non-technical stakeholders.

3+ years of Technical Account Management or other relevant customer-facing technical experience (e.g., solutions engineering, implementation) within an MSP, managed services, or B2B technical environment.

A track record of account growth, upsell, or account management success. This is a core part of the role, not stretching skill.

Excellent communication, presentation, and stakeholder management skills, including experience engaging with C-level and senior executives.

Confidence to run partners and escalation calls independently, with meticulous attention to detail in written and verbal communication.

A genuine customer-service mindset: you think in terms of partner experience and relationship health, not just ticket resolution.

Critical thinking and a proactive, solution-oriented approach to problem-solving.

How We Measure Success

Retention and growth of your account portfolio.

Expansion revenue generated through upsells into ProVal Complete and adjacent services.

Timely, effective resolution of partner escalations.

Nice to Have

Prior experience in an MSP, IT services, or channel/partner-facing role.

Experience positioning or selling managed services (NOC, patching, backup, EDR, or similar).