[Hiring] Technical Account Manager @Black Mountain Dynamics

Role Description

Black Mountain Dynamics delivers managed IT and cybersecurity services, and the Technical Account Manager is the face of BMX to every client after the sale closes. You'll own the relationship and the client experience. Customer Success at BMX is early-stage, so you'll build the playbook, not just run it. The frameworks you create for onboarding, success planning, QBRs, and renewals will become the standard for how BMX scales its client relationships.

What You'll Own

• Customer relationship ownership across the assigned book — success plans, executive communication, renewal risk visibility, and the client's overall experience with BMX.
• Client onboarding coordination: the administrative, documentation, and client-facing experience of bringing new clients live.
• Client offboarding coordination in the same partnership model — access removals, documentation, and final handoffs clean from the customer's perspective.
• Success planning: a living success plan for each account capturing business goals, desired outcomes, account health, and how BMX delivers against them.
• Relationship mapping: a current map of executive sponsors, champions, and decision-makers at each client.
• QBR ownership: the agenda, roadmap narrative, and strategic message of each business review.
• VIP cadence and stakeholder communications across the assigned book — clear, timely, and always ahead of the surprise.
• Renewals and risk: forecasting, risk identification, and renewal close for assigned clients.
• Expansion identification: qualifying growth opportunities within existing accounts.
• Client-facing documentation: own the client-facing documentation ecosystem to ensure navigating support and accessing information is intuitive for clients.
• Voice of the customer: capturing and surfacing client feedback to inform BMX's service improvements.
• Scope and expectation setting: defining clear project timelines, priorities, and boundaries with clients.

What You Won't Own

• Service execution — triage, dispatch, ticket quality, SLA performance, on-call rotation, and service-execution escalations.
• Technical execution on onboarding, offboarding, or deployments.
• Project plans, timelines, dependencies, and project status reporting.
• Service desk overflow — escalations come to you for relationship risk, not ticket execution.
• New logo sales — new business acquisition is owned by the CEO.
• Backstop for unstaffed responsibilities — new scope is added via explicit conversation, not by default.

Qualifications

• Experience in a customer-facing role at an MSP, MSSP, IT services firm, or similar B2B technology services business.
• Operational rigor — demonstrated ability to build and maintain repeatable processes.
• Exceptional written and verbal communication; ability to translate technical context into business outcomes for executive audiences.
• Comfort shaping a role as it evolves and operating through influence rather than direct authority.
• Confidence in owning the room for high-stakes presentations to executives and decision-makers.
• Proficient with ticketing, documentation, and collaboration platforms.

Requirements

• Prior CSM, account management, or service delivery experience inside an MSP or MSSP environment.
• Technical literacy — familiarity with networking, security, and cloud concepts.
• Exposure to customer success frameworks: success planning, health scoring, QBR design, and/or formal MSP frameworks.
• ITIL Foundation, customer success certifications, or similar.
• Familiarity with HaloPSA and Hudu.

Who You Are

• Relationship-first. You measure success by whether clients feel taken care of.
• Operationally disciplined. You build systems and templates for continuous improvement.
• Proactively communicative. You believe clients should never hear bad news from someone other than you.
• Cross-functional without becoming a bottleneck. You connect the right people without becoming the person everything routes through.
• Comfortable with ambiguity. You'll make good calls without a detailed playbook.