Technical Account Manager

Description

Company Overview 

Bridgehead IT, a rapidly growing technology firm dedicated to helping organizations leverage technology to achieve their business goals. Through strategic partnerships with industry leaders, we deliver innovative solutions, exceptional service, and measurable outcomes for our clients. 

As we continue to grow, we are seeking an experienced Technical Account Manager (TAM) to serve as a trusted advisor and technology leader for a portfolio of Mid-Market, and Major Accounts. 

Role Overview 

This is not a traditional account management role. 

We are looking for a technical professional who has real-world experience supporting, administering, and troubleshooting business technology environments and is ready to leverage that experience in a strategic, client-facing role. 

As a Technical Account Manager, you will act as the primary technology advisor, relationship manager, and Virtual CIO for your assigned clients. You will help organizations align technology with business objectives, identify risks and opportunities, improve operational efficiency, and ensure clients receive exceptional service from Bridgehead IT. 

Success in this role requires a unique combination of technical expertise, customer service excellence, business acumen, and relationship-building skills. 

If you enjoy solving business problems through technology, building trusted client relationships, and making a meaningful impact on client success, this role is for you. 

What You'll Own & Drive 

Client Relationship Management & Strategic Leadership 

Serve as the primary point of contact and trusted technology advisor for a portfolio of SMB and Major Accounts. 

Responsibilities include: 

• Building and maintaining strong relationships with business owners, executives, and operational stakeholders 
• Conducting regular client meetings, strategic planning sessions, and Quarterly Business Reviews (QBRs) 
• Understanding each client's business goals, operational challenges, and technology requirements 
• Developing and maintaining strategic technology roadmaps 
• Acting as the client's advocate within Bridgehead IT 
• Driving client satisfaction, retention, and long-term partnership growth  

Technical Leadership & Virtual CIO Responsibilities 

Provide strategic guidance and leadership across each client's technology environment. 

Responsibilities include: 

• Reviewing infrastructure, cloud platforms, cybersecurity posture, and operational maturity 
• Identifying risks, technology gaps, and opportunities for improvement 
• Providing recommendations related to networking, Microsoft 365, security, compliance, business continuity, and IT best practices 
• Helping clients prioritize technology investments based on business impact and risk 
• Collaborating with engineering and service teams to ensure technical solutions align with client objectives 
• Remaining current on emerging technologies and industry trends 

Client Success 

Ensure clients consistently receive exceptional service and support. 

Responsibilities include: 

• Monitoring account health, service trends, and client satisfaction 
• Reviewing recurring support issues and identifying root causes 
• Coordinating with Service Delivery, Projects, Security, and Engineering teams to drive successful outcomes 
• Managing escalations and ensuring timely communication during critical events 
• Maintaining accountability for follow-through on client commitments and strategic initiatives 
• Championing a white-glove client experience across all engagements 

Business Development 

Help clients maximize the value of their technology investments. 

Responsibilities include: 

• Identifying opportunities for infrastructure modernization, cybersecurity improvements, cloud adoption, and process optimization 
• Collaborating with Solutions Architects and Sales teams to develop recommendations 
• Presenting business-focused technology solutions that align with client goals 
• Supporting proposal development and strategic planning initiatives 
• Helping clients understand the business value and ROI of technology investments 

Required Experience & Qualifications 

Technical Experience 

This role requires hands-on technical experience. 

Candidates must possess a strong understanding of how modern business technology environments operate and have previous experience working in a technical support, systems administration, engineering, or IT management role. 

Preferred areas of expertise include: 

• Microsoft 365 administration and cloud technologies 
• Windows Server environments 
• Networking fundamentals including firewalls, switching, wireless, VPNs, and VLANs 
• Cybersecurity best practices and risk management 
• Backup and disaster recovery solutions 
• Endpoint management and modern workplace technologies 
• IT infrastructure and business application support 

Professional Experience 

• 5+ years of experience in IT support, systems administration, engineering, technical consulting, IT management, or Technical Account Management 
• Experience supporting multiple clients or business units simultaneously 
• Proven ability to translate technical concepts into business-focused discussions 
• Experience leading client meetings and presenting recommendations to business decision-makers 
• Strong project coordination and service management skills 

The ideal candidate genuinely enjoys working with people and building long-term relationships. 

You should be: 

• Customer-service focused and passionate about helping clients succeed 
• Comfortable communicating with both technical and non-technical audiences 
• Able to build trust and credibility with executives and frontline users alike 
• Organized, proactive, and highly accountable 
• Skilled at balancing competing priorities while managing multiple client relationships 

Why Join Bridgehead IT? 

• Serve as a trusted advisor for a diverse portfolio of SMB and Major Accounts 
• Influence technology strategy and business outcomes 
• Work alongside highly skilled engineers, architects, and technology leaders 
• Gain exposure to a wide range of industries and technologies 
• Enjoy a high-impact role with significant visibility and growth opportunities 
• Be part of a team that values ownership, innovation, accountability, and exceptional client service 

At Bridgehead IT, we believe technology should drive business success. If you're passionate about both technology and people, we'd love to hear from you. 

Disclaimer:

The duties and responsibilities described in this job description are not a comprehensive list and additional tasks may be assigned to the employee from time to time. This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employees will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.