Technical Account Manager (MSP)

APM IT Solutions, Inc. | Hybrid / Remote, Morrisville, PA (Eastern-time hours) | Full-time, W2

$85,000 base salary plus incentive compensation. Total target compensation $115,000 in year one, rising on a published ladder to $200,000 and beyond with no ceiling.

Own a book of clients. Deliver what we promised. Earn on what you build.

APM IT Solutions is a cybersecurity-first managed services provider based in Morrisville, Pennsylvania. Since 2002 we have served more than 500 organizations, with deep roots in nonprofits and law firms. We run a fixed-fee, vendor-agnostic model on a documented standard technology stack, and we hold one service standard in everything we do: Precise, Clinical, Professional, Delightful.

Our mission is simple to say and demanding to live. We drive delight for our clients.

Our clients trust us with the systems their organizations run on. What they need is one person who owns their outcomes: someone who knows their business, speaks plainly about technology, keeps every commitment we make, and runs every project we sign from kickoff to closeout. That is this role.

What you will own

As a Technical Account Manager you are the named owner of a book of managed clients. You are responsible for every project and contract those clients sign with APM, from signature to the day they accept the last deliverable, and for bringing every client onto our complete standard technology stack and keeping them there.

You do this by orchestrating, coordinating, and managing client project results and outcomes using APM IT’s technical service teams, engineers, and contractors. You own the outcome regardless of whose hands do the work.

• Project delivery: an execution plan for every signed engagement within five business days, a deliverable register with committed dates and acceptance evidence, weekly written status to every active client, and projects run in ConnectWise to written acceptance.
• Stack onboarding: every client measured monthly against every layer of our standard stack, new clients at full standard within ninety days, gaps closed on a schedule you own.
• Client reporting and reviews: a monthly client report covering stack compliance, service metrics, backup verification, security posture, projects, lifecycle, and management programs; quarterly business reviews built from real data; an annual roadmap and budget for every client.
• Service delivery: ticket ownership and SLA hygiene across the book, escalations and major incidents through to written post-incident review, maintenance windows, change notifications, and coverage during every absence.
• Security and compliance programs: vulnerability scans and remediation tracking, penetration tests, awareness training and phishing campaigns, dark web findings, identity verification, and security questionnaires and cyber insurance applications completed accurately and on time.
• Account management: agreement scope, monthly seat and license reconciliation, renewals and uplifts calendared and closed, and billing accuracy for the book.
• Lifecycle, vendors, and users: warranty and end-of-life tracking, replacement planning, the renewal calendar for everything that expires, carrier and vendor coordination, user onboarding and offboarding, device logistics, and documentation kept current in Hudu.
• Growth within the book: stack gaps turned into scoped, approved projects; proposals and statements of work for your clients; and a one-time 5% introduction bonus on every new client you personally bring in.
• A one-page monthly book report to the President: deliverables, stack coverage, backup health, service metrics, at-risk accounts, and decisions needed. Decisions, never tasks.

How you are paid

• Base salary of $85,000, paid bi-weekly, never reduced or held pending any incentive calculation.
• A CSAT incentive of $30,000 a year at target from day one, half on company client satisfaction and half on your own book, with a ramp guarantee for your first two full quarters. That is $115,000 of total target income before your book grows at all.
• A published revenue ladder with no ceiling: $158,000 total at a $2,000,000 book, $200,000 at $2,600,000, and $16,000 more for every additional $200,000 of book you sustain, which puts $312,000 at $4,000,000.
• A New Logo Introduction Bonus of 5% of the first-year value of every new client you introduce, with no cap and no quota.

The full compensation plan, the operating standard, and the performance standards are shared in writing with every finalist before an offer. You will always know exactly where you stand.

What you bring

• Three or more years in an MSP or IT services environment as a Technical Account Manager, vCIO, service delivery manager, technical project manager, or a senior engineer who has grown into client-facing work.
• Demonstrated project management of IT engagements such as migrations, cutovers, and platform deployments: phased plans, kickoffs, go/no-go gates, coordinating engineers, and holding a schedule without being chased. A formal PM credential is a plus; a record of projects that finished is the requirement.
• Working fluency across Microsoft 365, networking and firewalls, endpoint management, backup, and modern security controls. You do not need to configure them daily, but you must speak about them accurately and confidently.
• Experience with a PSA platform such as ConnectWise and a CRM such as HubSpot, and comfort building reviews and reports from service data.
• Excellent written and verbal communication. You can explain a security roadmap to an executive director and a firewall cutover to a managing partner, in their language.
• A real ownership mindset. You measure yourself on client outcomes and on the book you build, not on activity.
• Located within commuting distance of Morrisville, PA, for office days, client site visits, and in-person client meetings, and authorized to work in the United States without sponsorship.

What we expect

We hold TAMs to written standards and we share them before you accept: every signed engagement planned within five business days and delivered to written acceptance, every client at full stack compliance with backups verified weekly, client retention of 95% or better, expansion of your existing accounts, every new client onboarded within ninety days, projects delivered on time and on budget, individual CSAT of 90% or better, and a first-year growth path for your book that we review together each quarter.

Benefits and how we work

• Flexible paid time off at your discretion, with a recommended 20 days per year, plus observed holidays. Time off never reduces your pay or your standing under the compensation plan.
• A professional development budget with protected training time. Our engineers average roughly 200 hours of training a year, and we invest in this role the same way.
• Hybrid by design: work from home, regular days at our Morrisville, PA office, and client site visits and in-person client meetings as your book requires. Hands-on client-site work is handled by our Hardware Technician and field partners; pre-approved travel beyond 50 miles of home is reimbursed under an accountable plan.
• A company-managed laptop and every tool the role requires: ConnectWise, HubSpot, Hudu, Microsoft 365, and the APM security stack.

How to apply

Apply with your resume and a short note about a client relationship you turned around: what was broken, what you did, and what changed. That story will tell us more than any certification list.

APM IT Solutions, Inc. is an equal opportunity employer. We consider every qualified applicant without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Pay: $115,000.00 - $200,000.00 per year

Benefits:

• Flexible schedule
• Paid time off
• Professional development assistance
• Work from home

Application Question(s):

• Describe one IT project you managed end to end (for example a migration, cutover, or platform deployment): the client, the scope, and how you handled a slipped date.

Experience:

• MSP or IT services client-facing: 3 years (Preferred)

Work Location: Hybrid remote in Morrisville, PA 19067