Technical Account Manager

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

Essential 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.

Competencies/Knowledge, Skills, and Abilities

• Broad technical expertise across modern workplace, networking, cloud, identity, virtualization, backup, cybersecurity, and business continuity technologies.
• 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.
• 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.
• Understanding of cybersecurity frameworks, identity and access management, vulnerability management, endpoint protection, and security best practices.
• 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.

Required 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.