Technical Account Manager (TAM)

Location 7427 E HAMPTON AVE STE 121,MESA, AZ, 85209-3330,United States Job Category Engineering Employee Type Exempt COGS Required Degree 2 Year Degree Manage Others No Contact information Name L3AV Talent Email View email address on click.appcast.io Description About Us: Level 3 Audio Visual is a full-service AV integration company that is on a mission to transform how organizations engage with AV technology. We deliver customized solutions and provide comprehensive support to ensure our clients’ AV systems elevate their communication and collaboration. As we continue to grow, we’re seeking passionate professionals who are ready to innovate and help drive the future of the AV industry. About the Position: The Technical Account Manager (TAM) serves as the technical leader for enterprise accounts, partnering closely with clients to solve complex AV technology challenges and drive long-term technology strategy. This role supports large enterprise customers through AV architecture planning, standards development, technology roadmapping, proof-of-concept initiatives, and design governance. The ideal candidate combines deep technical expertise with strong business acumen and relationship management skills, serving as a trusted advisor to both customers and internal stakeholders. What You Will Do: Serve as the technical lead and trusted advisor for enterprise customers, guiding AV standards, architecture, and technology strategy. Lead and mentor Solution Architects and revenue team members supporting assigned enterprise accounts. Develop, maintain, and govern AV standards, technical documentation, knowledge repositories, and technology roadmaps. Evaluate emerging technologies, coordinate proof-of-concept initiatives, and recommend solutions that align with customer objectives. Facilitate stakeholder meetings, Quarterly Business Reviews (QBRs), and technical strategy discussions. Manage technical escalations, design challenges, and workflow coordination across multiple projects and workstreams. Collaborate with internal and external stakeholders to drive process adherence, change management, and continuous improvement initiatives. What We’re Looking For: Bachelor’s degree in Computer Information Systems, Engineering, or related field preferred. 10+ years of professional audiovisual industry experience supporting enterprise technology initiatives. Experience developing AV standards, architecture frameworks, and technology roadmaps. Experience working directly with enterprise end users, technology managers, and executive stakeholders. Demonstrated success leading complex AV design discussions, proof-of-concept evaluations, and technical governance processes. Experience coordinating multiple projects, stakeholders, and competing priorities simultaneously. AVIXA CTS-D and ANP certifications required within the first year of employment. AQAV CQD and CQT certifications required within the first year of employment. Audinate Dante Level 3 certification required within the first year of employment. Shure Integrated Systems Level 2 and Master Class: Wireless Best Practices & Techniques certification required within the first year of employment. Q-SYS Quantum, ACPR Level 2, and Seervision Level 2 certifications required within the first year of employment. Biamp Tesira Design Level 02, Forte, Server, and Server-IO certifications required within the first year of employment. Crestron DMC-D-NVX, CTI-FZS, IVC-D, and IVC-E certifications required within the first year of employment. Netgear AV Level 3 and IPMX certificates required within the first year of employment. What We Prefer: Strong knowledge of commercial AV system design, architecture, and enterprise technology environments. Exceptional verbal, written, and presentation communication skills. Ability to effectively communicate with technical and non-technical stakeholders, including executive leadership. Strong time management, organizational, and project prioritization skills. Proficiency with Microsoft Office, Smartsheet, Bluebeam, Miro, and related business applications. Experience reading, reviewing, and validating construction drawings and AV documentation. Proven ability to mentor and develop technical team members. Strong attention to detail and ability to deliver highly accurate technical designs and documentation. Commitment to continuous learning and staying current with emerging AV technologies. Comfort and proficiency utilizing AI-powered productivity and business tools. Valid driver's license and ability to travel as required. Subject matter expertise in multiple AV disciplines, including AV-over-IP, HDBaseT, conferencing technologies, control systems, audio system design, digital signal processing, video wall solutions, direct-view LED, projection systems, and unified communications platforms. Level 3 Audiovisual is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Level 3 Audiovisual participates in the E-Verify Program where and as required by law. Please note that all legitimate communication from our team will only come from platform generated emails or from email addresses ending in @l3av.com. We will never request software downloads, financial information, or login credentials at any point in our interview or hiring process. Summary Job Summary: The Technical Account Manager (TAM) reports to the Solutions Architect Manager and is a member of the Revenue Team. The TAM role is typically required for large enterprise customers who rely on partnering with Level 3 Audiovisual for technical design, architecture planning, and the creation and documentation of AV standards. This role may be a full-time position or combined with other design engineer roles like sales or build engineering. The ideal candidate has experience working with end users and technology managers to help develop the system requirements, document those requirements in both technical and non-technical written form, and have a broad knowledge of product and design practices to assist in technology road mapping, architecture creation, and proof of concept projects. To be considered a TAM, the candidate/employee will possess and maintain industry standard design certifications including CTS-D, CQD and CQT. Summary of Accountabilities: Maintain a comprehensive understanding of all technical aspects of the customer technology portfolio as it pertains to AV technology. This understanding will not be confined to AV hardware and will include cloud UCC providers (Zoom, Teams) and manufacturer specific cloud-based platforms (Crestron XiO and similar) and their role in AV system operation, configuration, and support. Act as the enterprise team lead (not a direct manager) for solution architects on the same account. Advise and train team on standards and act as a design issue escalation point. Onboard new team members with standards and processes specific to the account. Monitor industry emerging technology and provide recommendations for new solutions that can improve any aspect of the AV program, such as improved performance, better end user experience, better support and reliability, and lower costs. Vet new AV products, software, and solutions to ensure compatibility and alignment with the technology strategy. Coordinate with internal teams to develop and test POCs as needed, ensuring due diligence has been done prior to deploying into customer environments. Maintain consistent working relationships with all manufacturer enterprise representatives who have products and/or services within the AV program. Act as the point of escalation for resolving technology challenges related to the AV program. Collaborate with customer IT teams, HQ technical teams, and subcontractors to troubleshoot issues efficiently and minimize downtime. Act as a central point of contact to facilitate information sharing, partner with operations teams to resolve technical and operational issues, and ensure alignment with program goals and customer expectations. Build strong working relationships to enhance team synergy and foster a customer-focused approach to problem-solving and program execution. Serve as a trusted advisor to the customer’s technical and operational stakeholders (Office managers, IT departments, etc.). Communicate complex technical concepts in a way that aligns with their business goals and ensures a shared understanding of AV program objectives. Ensure the accuracy, relevance, and accessibility of all AV program documentation, including design standards, room BOMs, functional narratives, and workflow documentation. Regularly update these artifacts to reflect system updates, technology changes, and lessons learned from deployments or operational challenges. Maintain accuracy of various knowledgebase articles for other members of the program to easily reference. The TAM may not be the one who has the specific information, but they must make sure the articles are current and collaborate with other members to update the information, such as, approved software versions across various products in the AV portfolio. Manage and maintain a centralized repository for all AV program artifacts, ensuring accessibility, version control, and security. Regularly verify that all stakeholders are using the latest approved versions of documentation. Implement a system to notify all relevant parties—including internal teams, subcontractors, and the customer—of changes to program standards, documentation, or procedures. Ensure notifications include clear summaries of updates and their impact. Develop and maintain a formal change management process to ensure all updates to the AV program—including hardware, software, and standards—are documented, approved, and communicated to relevant stakeholders. Establish and enforce a governance framework for tracking revisions to all program artifacts, including version histories, authorizations, and effective dates. Ensure all documentation changes are reviewed and approved according to predefined workflows. Ensure that any changes to program documentation are aligned with broader customer standards, including IT, security, and operational policies. Coordinate with customer teams to maintain alignment. Plan and lead technical QBRs with the customer to review program performance, technology updates, and strategic initiatives. Present insights, metrics, and recommendations to align the AV program with the customer’s evolving needs. Conduct standing meetings with internal and external stakeholders to discuss technology challenges, system performance, and upcoming changes. Ensure these meetings are productive, action-oriented, and focused on continuous improvement. Develop and maintain a centralized tracking system for capturing and monitoring all AV program issues, opportunities, and changes. Regularly update stakeholders on the status of tracked items, ensure timely resolution, and identify trends that require strategic action or escalation. Document and assign follow-up actions from QBRs and meetings. Ensure accountability by tracking progress and communicating updates to all relevant parties. Smartsheet proficient. Demonstrate a willingness and passion to learn new techniques and procedures. Read and write at or above a college level. Read and understand technical documentation (equipment manuals, installation guides, written procedures, and policies, etc.) Qualifications: 10+ years industry experience with the tasks described herein preferred. Experience Requirements: The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor. Conduct oneself when on customer property with utmost professionalism and demonstrate an awareness of the sensitive nature of that work environment. Positive and effective interaction with internal and external customers. This position is not meant to include “installation tasks” like mounting displays, speakers, projectors, etc. Working with ladders or lifts in the commissioning process may be required. Training \ Certification \ Education Requirements: High School Diploma or equivalent 2-4 year college degree preferred L3 Installation Training – Networking Fundamentals Biamp Tesira Forte/Server/Server-IO online Other certifications relevant to the enterprise account Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Level 3 Audiovisual an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status #J-18808-Ljbffr Level 3 Audio Visual, LLC