Technical Account Manager

• The Technical Account Manager (TAM) is the primary technical liaison and trusted advisor for assigned Managed Services clients.
• The TAM combines strategic account ownership with strong technical expertise and may provide escalation guidance for complex or high-impact issues.

Responsibilities

• The TAM develops a deep understanding of each client’s business objectives, technology environment, risk profile, and operational priorities, then translates that understanding into actionable technology strategies.
• This role leads recurring technology assessments, maintains a prioritized technology roadmap, provides a guiding technical voice, and coordinates internal resources to improve security, reliability, performance, scalability, and return on technology investments.
• Functions/Responsibilities Serve as the primary technical liaison and trusted advisor for assigned Managed Services clients.
• Develop a thorough understanding of each client’s business goals, operations, technology environment, compliance obligations, risk tolerance, and growth plans.
• Conduct recurring technology assessments covering infrastructure, cloud services, cybersecurity, business continuity, lifecycle status, supportability, and operational maturity.
• Create, maintain, and present a multi-year technology roadmap that prioritizes risk reduction, lifecycle planning, modernization, scalability, and alignment with business objectives.
• Provide a clear, guiding technical voice during planning, budgeting, project discussions, major incidents, and technology decisions.
• Lead recurring technical business reviews with client stakeholders, documenting priorities, decisions, risks, recommendations, owners, and next steps.
• Translate technical findings into practical business recommendations, including options, dependencies, risks, expected outcomes, and budget considerations.
• Partner with account management, service delivery, engineering, security, projects, and support teams to coordinate execution of the client roadmap.
• Maintain accurate client documentation, standards, diagrams, lifecycle records, and strategic plans.
• Review service trends, recurring incidents, capacity concerns, security findings, and technical debt; identify root causes and recommend corrective actions.
• Guide technical standards and solution design to promote secure, supportable, reliable, and scalable environments.
• Advocate for the client internally, ensuring technical risks, priorities, and business impacts are understood and appropriately addressed.
• Support client onboarding, technology transitions, and major initiatives by validating technical requirements and ensuring alignment with the long-term roadmap.
• Provide leadership and escalation guidance during complex or high-impact technical issues while maintaining clear client communication.
• Identify opportunities to improve client outcomes through standardization, automation, process improvement, and appropriate use of emerging technologies.
• Position is hybrid or remote with travel expectation up to 25% of the time.
• Ability to assess complex client environments, identify material risks and technical debt, and develop prioritized recommendations.
• Strong consultative skills with the ability to connect technology decisions to business objectives and communicate with both executives and technical teams.
• Understanding of cybersecurity frameworks, identity and access management, vulnerability management, endpoint protection, and security best practices.

Requirements

• Competencies/Knowledge, Skills, and Abilities Broad technical expertise across modern workplace, networking, cloud, identity, virtualization, backup, cybersecurity, and business continuity technologies.
• Demonstrated ability to create and manage technology roadmaps, lifecycle plans, standards, and strategic documentation.
• Strong presentation, facilitation, and stakeholder-management skills, including the ability to lead technical business reviews.
• Sound judgment and the ability to balance security, reliability, user experience, supportability, cost, and business value.
• Working knowledge of Microsoft 365, Azure, Windows Server, Active Directory and Entra ID, endpoint management, and collaboration platforms.
• Working knowledge of routing, switching, wireless, firewalls, remote access, and common network services including DNS and DHCP.
• Working knowledge of virtualization, server and storage platforms, backup, disaster recovery, and high-availability concepts.
• Strong analytical, troubleshooting, documentation, planning, organizational, leadership, mentoring, and influencing skills.
• Ability to manage multiple client priorities, communicate risk clearly, and maintain progress on long-term strategic initiatives.
• Ability to remain effective under pressure and provide confident guidance during major incidents or escalations.
• Education, Training, and/or Experience Bachelor’s degree in information technology, computer science, business technology, or a related field; equivalent relevant experience may be considered.
• Five or more years of progressive experience supporting, designing, or managing business technology environments.
• Demonstrated experience advising clients or business leaders, conducting technical assessments, and developing technology plans or roadmaps.
• Experience coordinating work across service desk, engineering, security, project, and account teams.

Preferred

• Education, Training, and/or Experience Experience as a Technical Account Manager, solutions architect, senior engineer, consultant, or similar client-facing technical role within a Managed Services Provider.
• Seven or more years of experience in information technology, including responsibility for complex client environments.
• Relevant certifications from Microsoft, Cisco, CompTIA, VMware, or recognized cybersecurity and cloud organizations.
• Experience presenting technology strategy, risk, budgets, and roadmap recommendations to executive stakeholders.