Job Description

Job Title: Technical Account Manager
Location: New York (Remote)
Job Type: Full-time Permanent position
Salary: $65 - $75K USD Based on Experience

On behalf of our client, we are seeking a customer-focused Technical Account Manager to act as the primary technical liaison between their clients' IT teams and their internal support organization. You will drive client satisfaction by monitoring ticket health, managing escalations, proactively flagging aging hardware, and presenting upgrade quotes. This role requires frequent client video meetings and exceptional presentation skills.

Responsibilities:

• Client Liaison: Lead regular video reviews with client IT leaders to report on ticket status, system health, and service SLAs.
• Proactive Account Management: Track ticket trends, identify root causes, and audit client environments to flag end-of-life hardware before failures occur.
• Escalation Management: Serve as the point of contact for critical issues, coordinating internal engineering and field teams to ensure rapid resolution.
• Upgrades & Quoting: Scope, prepare, and present quotes for out-of-warranty repairs, hardware replacements, and system upgrades.

Qualifications:

• Minimum 3+ years in an Account Management, Client Service Manager, or Senior Support role within an AV integrator, Digital Signage provider, or Commercial Display firm.
• Strong understanding of Digital Signage & LED infrastructure, including:
  o Content Management Systems (CMS) and media players (e.g., BrightSign, Samsung MagicINFO, LG webOS, SpinetiX, Intuiface).
  o Direct-view LED (dvLED) display technology, pixel pitch specifications, LED processors/controllers (e.g., NovaStar, Brompton, Megapixel VR), and video wall processors.
  o Core IT networking (IP addressing, VLANs, bandwidth management, remote management protocols, and PoE).
• Excellent verbal and written skills, with proven confidence presenting over video conference platforms.
• Proficiency with ticketing and CRM tools (e.g., ConnectWise, ServiceNow, Zendesk).