At Onit, we believe there’s A Better Way To Do IT. We help businesses simplify technology with smarter strategies, stronger cybersecurity, and scalable solutions that actually work. We’re not just an IT services provider, we’re a partner businesses can rely on.
We’re adding a Technical Account Manager to our team to own the long-term health, strategy, and technical direction of a portfolio of Onit clients. This role is all about building trusted relationships, understanding business goals, and helping clients make smart technology decisions with confidence.
This isn’t just account management, and it isn’t just technical support. It’s the bridge between business strategy, technical depth, client experience, and execution.
Why This Role Is Different
Strategic Client Ownership: You’ll be the trusted technical voice clients rely on for guidance, planning, and accountability.
Technical Depth Matters: You’ll be comfortable discussing budget and business outcomes with executives, then digging into Microsoft 365, identity, networking, cybersecurity, backup, voice, or endpoint conversations when needed.
Roadmaps, Not Guesswork: You’ll lead Technology Business Reviews backed by evidence, reporting, and clear recommendations.
Advocacy Across Every Service Line: You’ll help connect the dots across Projects, Service Desk, SOC, Networking, Voice, Imaging, Procurement, and Sales to make sure clients receive a consistent Onit experience.
Pre-Sales with Purpose: You’ll help shape technical solutions for new and existing clients, supporting discovery, solution design, and proposal conversations.
What You’ll Do
Client Strategy & Relationship Management
Build and maintain trusted relationships with client stakeholders, from end users to executive sponsors.
Act as the client’s strategic technical advocate across their entire Onit experience.
Conduct regular client visits, check-ins, and business conversations on a tier-appropriate cadence.
Stay visible, reachable, and accountable for the clients in your portfolio.
Maintain awareness of client satisfaction, service utilization, upcoming needs, and potential risks.
Technology Business Reviews & Roadmaps
Plan and deliver Technology Business Reviews that are clear, useful, and grounded in reporting and business outcomes.
Build and maintain multi-year technology roadmaps for each client.
Identify gaps in security posture, performance, compliance, lifecycle management, and stack alignment.
Turn technical findings into practical recommendations, project opportunities, and improvement plans.
Help clients understand what needs attention now, what can wait, and why it matters.
Technical Account Leadership
Provide technical guidance across Microsoft 365, identity, endpoint, networking, cybersecurity, backup, voice, and related SMB technology environments.
Perform technical assessments for assigned clients and surface recommendations through roadmap and review cycles.
Lead client enablement sessions so users and internal client IT teams get full value from Onit’s managed services.
Support occasional after-hours needs for high-touch clients or major client events.
Stay current with SMB IT trends and emerging technologies, bringing forward-looking guidance into client conversations.
Vendor, Procurement & Renewal Coordination
Act as the client’s advocate with third-party vendors, including managing escalations and driving issues toward resolution.
Translate client needs into Bills of Material and work with procurement on accurate, timely quotes.
Coordinate purchasing, renewals, licensing, lifecycle refreshes, and subscription continuity.
Partner with procurement, administration, and project teams to align timelines, product availability, and client expectations.
Ensure agreements, entitlements, renewals, and client documentation remain accurate and complete.
Pre-Sales & Solution Design
Support the sales motion for net-new and existing clients by leading technical discovery and solution design.
Build proposed solutions that align with Onit’s stack, standards, and Managed Services direction.
Represent the technical story in proposal meetings and client conversations.
Lead pre-sales engineering on more technical opportunities where deeper solution design is required.
Hand account growth projects cleanly to the project team for execution.
Internal Collaboration & Continuous Improvement
Partner with Projects, Service Desk, SOC, Network, Voice, Imaging, Procurement, Administration, and Sales to keep client experience strong.
Advocate internally when client experience, service delivery, or technical outcomes are at risk.
Help refine account management, review, quoting, documentation, and roadmap processes.
Share feedback with leadership on recurring client needs, risks, and opportunities.
Who You Are
2+ years of experience in account management, technical sales, senior client-facing IT, pre-sales engineering, or virtual CIO-style advisory.
Post-secondary education in Information Technology, Business, or a related field, or equivalent practical experience.
Strong technical literacy across modern SMB IT, including Microsoft 365, identity, endpoint, networking, security, backup, and voice.
Comfortable speaking with executives about business priorities, budgets, risk, and planning.
Technically credible enough to participate in solution design, technical discovery, vendor escalations, and roadmap conversations.
A strong communicator who can turn complex technical details into clear recommendations.
Organized, proactive, and accountable across multiple clients, timelines, renewals, and priorities.
Confident presenting to clients and leading structured business reviews.
Eligible to work in Canada and able to pass a standard background check.
Valid Ontario driver’s licence and willingness to travel to client sites.
Nice to Have
Prior MSP Technical Account Manager, Client Success, or technical advisory experience.
Microsoft certifications, including at least one role-based certification, or actively working toward one.
Familiarity with Onit’s stack or similar SMB technology platforms.
Experience running Technology Business Reviews using reporting, dashboards, BI, or business intelligence tools.
Experience supporting pre-sales solution design for managed services, cybersecurity, cloud, networking, or infrastructure projects.
What Success Looks Like
Strong client retention and net revenue retention across your assigned portfolio.
Technology Business Reviews delivered consistently and with clear value.
Positive client satisfaction scores and qualitative client feedback.
Strong service utilization across contracted offerings.
Roadmaps that turn into meaningful client improvements, refreshes, and projects.
Successful support of pre-sales opportunities and technical proposal conversations.
Complete, accurate, and useful documentation for assigned clients.
Why Join Us
Make an Impact: You’ll directly shape the technology direction and client experience for businesses that rely on Onit.
Own the Relationship: Be the trusted technical partner clients think of when they think of Onit.
Blend Strategy and Technology: Use your technical depth in a role that also involves planning, communication, leadership, and business outcomes.
Collaborative Team: Work alongside sales, procurement, projects, service delivery, security, and leadership to deliver great client experiences.
Growth Potential: Build a career path in technical leadership, client strategy, service delivery, or business development.
Competitive Package: Salary, performance incentives, full benefits, and professional development support.
How to Apply
If you’re ready to lead client strategy, solve technical problems, and help businesses make smarter IT decisions, we’d love to hear from you.
Apply on Indeed with your resume and a cover letter, include a description of a time you helped a client solve a technical challenge, improve their IT strategy, or make a better technology decision.
Pay: $55,000.00-$70,000.00 per year
Benefits:
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
Work Location: In person
