Company: VIP IT, Inc.
Location: Los Angeles, CA (Hybrid- Must be West Coast)
Job Type: Full-time
Salary: $85,000 - $90,000 per year (DOE) + commission (Inside Sales)
Benefits: Medical/Dental/Vision, 401(k), PTO + holidays
Trusted technical advisor who keeps clients happy, systems stable, and critical tickets from turning into fires.
Why this role matters
VIP IT supports clients who depend on us to stay productive and secure. This role sits at the intersection of relationship, strategy, and engineering: you're the primary technical point of contact for a set of clients (QBRs, roadmaps, retention risk), while also stepping in as an L3 to handle complex issues and guide the service team.
Rough split: ~70% Technical Account Manager / ~30% L3 Systems Engineer.
What you'll do
Senior Technical Account Management (primary focus)
- Act as the primary technical liaison for a portfolio of clients: understand their business, stack, and roadmap, and ensure they get maximum value from VIP IT
- Plan, schedule, and lead Quarterly Business Reviews (QBRs): performance, risk, roadmap, budget; identify upsell/cross-sell opportunities that actually make sense
- Build and maintain account plans: environments, key stakeholders, risk areas, upcoming initiatives
- Proactively identify gaps and improvements in security, reliability, backup, and user experience; translate into clear recommendations and proposals
- Coordinate with the Service Desk Manager, Project Manager, and engineering team so projects and major changes land cleanly
- Ensure accurate documentation: meeting notes, QBR summaries, diagrams, and environment details live in the right systems
- Monitor CSAT and retention for your accounts; follow up aggressively and close loops
- Be the technical voice in client conversations: explain complex issues in plain English and set expectations without hand-waving
L3 Systems Engineering (secondary but critical)
- Own complex P2/P3 incidents and problems for your accounts: root cause, remediation plan, and prevention
- Provide architecture/config guidance for:
- Microsoft 365 / Entra / Intune / Teams / SharePoint
- Identity & SSO (SAML, OpenID Connect)
- Networking (Meraki/UniFi/Cisco, firewalls, DNS, DHCP, IPSec VPN)
- Virtualization (Azure VM, VMware) and backups
- Review and approve standards/configs for accounts (CIS M365, baseline policies, backup/recovery, endpoint hardening)
- Assist with project scoping and technical validation for migrations and rollouts
- Mentor Tier 2/L3 engineers on patterns, documentation, and proactive problem management
What success looks like
In your first 90 days
- You own a named set of accounts, know the stakeholders, and have run at least one QBR for priority clients
- Clients know who you are and what you own, and you're the go-to for "what's happening with our account"
- Ticket noise and repeat issues start trending down because you're pushing standards and documentation
Ongoing (12 months)
- Client retention: No surprise churn; renewal risk is visible early and managed
- QBR completion: 90% of planned QBRs completed on time
- Revenue growth: measurable upsell/cross-sell growth aligned with targets
- CSAT: 4.7/5 across your book
- Operational health: fewer repeat incidents; better patch/backup/security posture
- Documentation: meeting notes, QBR outputs, and account plans are current and usable
What you bring
Must-have
- 3+ years in IT with real client-facing ownership (TAM, vCIO, senior engineer, or similar)
- Strong relationship skills: structured meetings, tough conversations, trust-building over time
- Strong technical grounding in:
- Microsoft 365 & Security: Entra/Intune, Teams, SharePoint; best-practice security config (CIS M365 benchmarks a plus)
- Device management: Intune + Apple MDM (Jamf or SimpleMDM) + Apple Business Manager
- Networking: Meraki/UniFi/Cisco, firewalls, DNS, DHCP, IPSec VPN; comfortable with public DNS and change coordination
- Virtualization/Cloud: Azure VMs, VMware config and troubleshooting
- Backup & recovery: modern backup platforms and RPO/RTO concepts (Veeam a plus)
- Identity/SSO: SAML and OpenID Connect concepts
- Experience with RMM and PSA tools: NinjaRMM, ConnectWise, Kaseya, Autotask, or similar
- Highly organized: can manage multiple accounts, follow-ups, and commitments without dropping balls
- Driver's license + reliable transportation for LA-area onsite visits
Nice-to-have
- Degree in IT/Business (or equivalent experience)
- Certifications (CompTIA, Microsoft, Cisco, etc.)
- CIPP or other multi-tenant M365 management platform
- Veeam Backup & Replication
- Power Automate / workflow automation exposure
- Subcontractor/vendor coordination experience (ISP, low-voltage, outsourced IT)
Schedule
- Monday-Friday, 8-hour shift (flex for client meetings/QBRs)
- Occasional after-hours work for critical changes or escalations
- Local travel in greater LA for onsite visits and reviews