Technical Account Manager - GreyOwl Technology Solutions

Job Description:

The Technical Account Manager at GreyOwl serves as the strategic bridge between our clients and our technical delivery teams. You combine account management finesse with deep technical understanding to ensure every client achieves measurable value, reliability, and innovation through GreyOwl’s Managed IT, Security, and Smart Infrastructure solutions.

This role sits at the intersection of Customer Success, Engineering, and Sales Enablement, ensuring that every deployment, upgrade, and renewal is executed with technical precision and proactive communication.

Benefits:

• 3 weeks PTO

• Annual education allowance of up to $1,000

• Referral program

• Residential housing discount after 1 year of continuous employment

• Friends and family rates for our Hotel Properties throughout the company

What You Will Do:

Client Success & Relationship Ownership

• Act as the primary post-sale contact for technical performance, adoption, and satisfaction.

• Lead Quarterly Business Reviews (QBRs) with data-driven insights (uptime, incident response, asset trends).

• Translate technical metrics into business value and executive summaries.

• Build and maintain trusted relationships with client stakeholders, from IT admins to executive sponsors.

• Identify renewal risks early and collaborate with our current partners to reinforce confidence.

Technical Advocacy & Solution Oversight

• Oversee the health, performance, and compliance of assigned client environments (MSP, CCTV, Wi-Fi, ULC, etc.).

• Partner with NOC, SOC, and Pro Services to resolve escalations and prevent reoccurrence through root-cause analysis.

• Maintain detailed system documentation and service maps for every managed client.

• Recommend and scope technical upgrades, migrations, or optimizations.

• Validate that implemented solutions adhere to design standards and SLAs.

Lifecycle Management & Expansion

• Own the technical lifecycle: onboarding → operations → review → renewal → expansion.

• Align client infrastructure with GreyOwl’s latest service capabilities and security frameworks.

• Identify opportunities for efficiency gains or additional services (backup, AI monitoring, failover, cybersecurity bundles).

• Coordinate internal kickoffs and cross-department collaboration for smooth project transitions.

Cross-Functional Collaboration

• Work alongside Sales Engineers and Sales Managers to ensure pre-sale promises align with post-sale delivery.

• Support Biz Dev with technical input during discovery or proposal validation for key clients.

• Participate in Deal Desk reviews to confirm technical feasibility and accurate scope.

• Contribute to documentation standards, SOPs, and playbooks that improve handoffs between departments.

What You Will Bring:

• 4+ years in MSP, Systems Engineering, or Technical Account Management

• Strong working knowledge of:

  • Windows Server, Active Directory, Azure/365 administration

  • Network design and monitoring (switching, routing, Wi-Fi)

  • CCTV, ULC fire monitoring, or IoT infrastructure (preferred)

  • Backup, patching, and cybersecurity operations

• Excellent communication—able to translate “tech” into “business impact.”

• Proven ability to manage multiple enterprise accounts with precision and empathy.

• Certifications preferred: CompTIA Network+, MS-900, CCNA, or vendor-specific (Ubiquiti, Meraki, Sophos).

You’ll Succeed Here If You:

• Thrive in a hybrid client-facing and technical role.

• Take pride in proactive ownership, not reactive firefighting.

• Can manage multiple enterprise clients while maintaining documentation discipline.

• Are passionate about helping businesses leverage technology as a competitive advantage.

• Believe world-class service means no surprises—just consistent, reliable excellence.

Salary Range:

About The Company:

Onni

For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.

AI Use:

This role may involve the use of artificial intelligence (AI) tools to support research, analysis, content development, design, reporting, or operational efficiency. Employees are expected to use AI responsibly and in compliance with company policies, data privacy requirements, confidentiality obligations, and applicable laws.

All AI-generated or AI-assisted outputs must be reviewed for accuracy, quality, and appropriateness before use. Employees are also expected to disclose when AI tools have been used in the creation of work and must not present AI-generated content as solely their own original work.

How To Apply:

Please apply through the link on the job posting and attach your resume and any other required documents.

We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted.