Technical Account Manager Position Available In Plymouth, Massachusetts

Technical Account Manager Coastline Technologies 30 Riverside Drive, Lakeville, MA 02347 About Us Coastline Technologies is a small, family-owned Managed Service Provider (MSP) located in Lakeville, MA, providing IT support and phone services to clients located throughout eastern MA and northern RI. Position Overview We are seeking a Technical Account Manager who will have two main functions: 1. Serves as a point of contact for clients, ensuring they feel supported and valued while addressing their account needs with precision and care. This role focuses on building and maintaining strong client relationships, handling inquiries, resolving issues, and proactively contributing to client satisfaction and retention. Occasional travel to client offices will be required. 2. Provides troubleshooting assistance and IT support for tier 1 issues. Our Ideal Team Member

• Has knowledge of business networks and common issues faced by end users.
• Has strong verbal and written communication skills.
• Has a client-first mindset, and a proactive approach to building lasting relationships.
• Is an excellent task manager, getting things done accurately and on time.
• Can pull necessary and relevant details out of conversations and use those to perform the role with excellence.
• Can keep track of multiple clients and commit things to memory.
• Has a good sense of humor and won’t mind teammates who swear! Reports To Day-to-day management of engineering team duties
• Network Engineer/Project Manager Overall supervisor

• Vice President Hours Full-Time:

  Monday

• Friday, 8:30 AM
• 5:00 PM Location
• In office
• Lakeville, MA.
• Occasional visits to client sites throughout Eastern MA and Northern RI are required. A company car will be available for travel.
• Local candidates only, relocation assistance not available.

Compensation Salary:

$50,000 per year, paid monthly.

Additional Benefits:

QSEHRA Health Insurance Reimbursement:

Maximum tax-free reimbursement allowed by federal law for 2025: $529.16/month for individual coverage or $1,066.66/month for family coverage. (Employee chooses and pays for their own plan and gets monthly reimbursement in the applicable amount above.)

Cell Phone Reimbursement:

$50/month for business use of personal phone (e.g., Slack, Monday.com, etc).

Education Reimbursement:

Pre-approved workshops, courses, and certifications. Reviews and Bonuses

• 90-

Day Performance Check-In:

The first 90-days will be a probationary period, with ample time spent onboarding and training during your first 30-days. A check-in at 90-days will ensure role alignment.

Annual Performance Reviews:

Conducted on work anniversaries, with eligibility for cost-of-living or merit-based raises.

New Client Onboarding Bonus:

Staff receives a one-time bonus, based on the client’s monthly contract value.

Annual Bonuses:

Awarded in December based on individual and company performance. Paid Time Off (PTO)

Lunch Break:

One hour daily.

PTO Bank:

15 days provided upfront upon the start date (no accrual needed, does not roll over). Increases to 20 days after three years of employment. PTO may be used for any reason; more than two consecutive days off requires advance notice.

Holidays:

12 paid holidays annually: New Year’s Day, Martin Luther King Jr. Day, Presidents’ Day, Patriots’ Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Indigenous Peoples’ Day, Thanksgiving, the day after Thanksgiving, and Christmas Day.

Parental and Pet Leave:

Paid leave for maternity, paternity, pregnancy loss, adoption, and two days for pet adoption or euthanasia.

Primary Responsibilities Account Management:

• Answer calls in the support queue and create support tickets for client issues.
• Act as a liaison between clients and other engineers as needed, addressing new or ongoing concerns.
• Respond to incoming client inquiries via phone and email about products and services.
• Build and maintain strong, trusting relationships with clients, ensuring their needs are met with care and timeliness.
• Serve as a subject matter expert on the company’s technologies, products, and services.
• Conduct quarterly client satisfaction checks (via phone, email, or in-person) and log outcomes.
• Maintain detailed records of client accounts, projects, and interactions to stay informed about their needs.
• Create reports and other documentation for clients as needed.
• Assist leadership with administrative tasks related to project management.
• Effectively use team tools (e.

g., Monday.com, Canva) to manage tasks and updates. Participate in weekly team meetings and stay engaged through Slack, email, and other communication platforms. Contact third-party vendors on clients’ behalf when needed, i.e. Comcast, Verizon. Audit/update equipment pricing in our management portal on a regular basis.

Client Support:

Provide timely and effective technical support via phone, email, and remote assistance. Troubleshoot and resolve hardware, software, and network-related problems. Collaborate with clients and in-office team members to resolve technical issues. Escalate complex issues to higher-level engineers when necessary. Maintain accurate and up-to-date records of client interactions and solutions. Delivering equipment to client offices. Qualifications and Requirements

• Exceptional verbal and written communication skills with the ability to explain technical concepts in simple terms.
• Stellar organizational skills with an ability to retain information regarding clients and projects.
• Professional and positive demeanor when representing the company, including wearing provided company apparel (e.g., polos, seasonal shirts, jackets).
• Strong customer service orientation with the ability to empathize with clients.
• Experience in managing multiple initiatives similtaneously that enhance the client experience.
• Strong negotiation skills to resolve conflicts and reach satisfactory outcomes.
• Strong judgment to share relevant client updates with team members.
• Strong knowledge of Windows Server and Desktop Operating Systems, and macOS.
• Familiar with firewall, WAN, and VPN technologies.
• Familiar with Microsoft 365, Azure AD & Active Directory Services.
• Has basic knowledge of email security and filtering.
• Ability to work independently and collaboratively as part of a team.
• Valid driver’s license, current auto insurance, and a clean driving record.

This description outlines the primary duties and expectations for the Technical Account Manager role. Responsibilities are subject to change as needed.

Job Type:

Full-time Pay:

$50,000.00 per year

Benefits:

Cell phone reimbursement Company car Health insurance Parental leave Professional development assistance

Compensation Package:

Bonus opportunities

Schedule:

8 hour shift Monday to

Friday Work Location:

In person