Technical Account Manager

Job Description

Job Description

Description:

Position Summary

The Technical Account Manager (TAM) serves as the primary technology advisor, relationship manager, and strategic partner for an assigned portfolio of clients. Acting as a trusted advisor and Virtual CIO, the TAM aligns technology solutions with business objectives, helps clients maximize the value of their technology investments, and ensures an exceptional client experience.

This role combines technical expertise, business acumen, customer advocacy, and relationship management. The TAM works closely with clients, service delivery teams, engineers, project managers, and sales teams to identify opportunities, mitigate risks, drive strategic initiatives, and strengthen long-term client partnerships.

Key Responsibilities

Client Relationship Management & Strategic Planning

• Develop and maintain strong relationships with business leaders, executives, and key stakeholders.
• Serve as the primary point of contact and trusted technology advisor for assigned clients.
• Establish and maintain a regular meeting cadence, including Quarterly Business Reviews (QBRs) and strategic planning sessions.
• Facilitate client steering committee discussions and executive-level technology planning.
• Develop and maintain client technology roadmaps and annual technology budgets.
• Act as the client's advocate within Bridgehead IT and ensure alignment across internal teams.
• Drive client retention, satisfaction, and long-term partnership growth.

Technical Leadership & Virtual CIO Responsibilities

• Provide strategic guidance across client technology environments, including infrastructure, cloud, cybersecurity, and operational maturity.
• Assess technology risks, identify improvement opportunities, and recommend practical solutions aligned to business goals.
• Help clients prioritize technology investments based on business impact, operational efficiency, and risk reduction.
• Remain current on emerging technologies, industry trends, and Bridgehead IT service offerings.
• Collaborate with engineering, service delivery, security, and project teams to ensure successful outcomes.

Client Success & Service Excellence

• Monitor account health, service trends, support utilization, and client satisfaction.
• Analyze recurring issues and identify opportunities for service improvements or cost optimization.
• Manage escalations and ensure timely communication during critical events.
• Maintain accountability for client commitments, strategic initiatives, and follow-through.
• Deliver a consistent white-glove client experience across all engagements.

Business Development & Growth

• Identify opportunities for infrastructure modernization, cybersecurity enhancements, cloud adoption, and operational improvements.
• Collaborate with Sales and Solutions teams to develop recommendations and solution strategies.
• Present business-focused technology recommendations that align with client objectives.
• Help clients understand the value and return on investment of technology initiatives.
• Support account growth through proactive planning and consultative engagement.

Required Skills & Qualifications

• Strong technical foundation with hands-on experience supporting business technology environments.
• Ability to translate complex technical concepts into business-focused discussions.
• Excellent communication, presentation, and relationship-building skills.
• Ability to effectively communicate with both technical and non-technical audiences.
• Strong organizational, project coordination, and time-management skills.
• Customer-service focused with a proactive, consultative approach.
• Ability to manage multiple priorities and client relationships simultaneously.
• Ability to collaborate effectively across service, engineering, project management, and sales teams.

Education & Experience

• Associate's or Bachelor's Degree in Information Technology, Computer Science, System Administration, or a related field; equivalent experience considered.
• Minimum of 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.
• Preferred experience with Microsoft 365, cloud technologies, networking, cybersecurity, backup and disaster recovery, and modern workplace solutions.
• Apple (macOS) experience is a plus.

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.

Requirements: