Technical Account Manager - IT Managed Services

For nearly 30 years, EIRE Systems has delivered professional IT services to multinational corporations and Japanese firms expanding abroad. Our business continues to evolve and we're now seeking to hire an Technical Account Manager to focus on customer success—building strong, high-trust relationships with our Small-to-Medium Enterprise (SME) clients and drive account growth.

You’ll be their go-to partner—making sure they get real value from our IT services, resolving issues before they escalate, and uncovering opportunities to expand our solutions. Working closely with delivery and sales, you’ll combine client advocacy with commercial accountability to boost satisfaction, retention, and recurring revenue.

Location: Tokyo HQ 

Department: Sales 

Reports To: General Manager

Role Purpose

The Technical Account Manager owns the satisfaction, retention, and expansion of assigned SME accounts. Acting as a key client advocate, you’ll partner with delivery and sales teams to ensure high-quality service, resolve issues proactively, and identifying opportunities to expand the company’s service engagement. The role combines relationship management with commercial accountability, ensuring clients gain measurable value from our services while EIRE achieves recurring revenue growth.

Key Responsibilities:

1. Customer Success & Retention

• Build and maintain trust-based relationships with key client stakeholders.
• Ensure service quality, resolve escalations, and coordinate with delivery teams.
• Lead regular performance reviews to track satisfaction and renewals.
• Monitor client sentiment and share actionable feedback internally.

2. Account Growth

• Identify and pursue up-sell/cross-sell opportunities (IT support, cybersecurity, projects).
• Collaborate with technical and sales teams to scope and propose solutions.
• Manage pricing discussions, contract renewals, and commercial negotiations.
• Achieve account growth and retention targets.

3. Collaboration, Delivery Alignment & Improvement

• Partner with engineers, project managers, and service delivery managers for consistent client experience.
• Provide client feedback to inform service enhancements.
• Support on-boarding and transitions for new or expanded services.

Success Metrics:

• Client satisfaction – Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS)
• Revenue growth within assigned accounts (expansion/CAGR)
• Cross-sell / up-sell conversion rate
• SLA compliance / service health scores
• Quarterly Business Reviews (QBR) completion and follow-up actions

Work Environment:

• Based in Tokyo HQ (with hybrid work options).
• Client site visits mainly in the Tokyo metropolitan area.

Essential:

• Strong communication skills in Japanese and English.
• A background in technical IT solutions or services (systems/network infrastructure, IT helpdesk, etc.).
• Experience in Account Management, Customer Success, or IT Service Delivery.
• A track-record of managing multiple B2B accounts (ideally IT/managed services).
• Excellent listening and reporting skills

Desirable:

• Technical understanding of cloud, endpoint, and security technologies
• Experience with multinational or enterprise clients.
• Knowledge of ISO27001, ITIL or service management frameworks.
• Familiarity with CRM/account planning tools (e.g. Salesforce, HubSpot).