Technical Account Manager

Description

Position Summary

The Technical Account Manager is responsible for the overall technical success of clients within an assigned client group and is ultimately accountable for ensuring the right technical resources come together to produce the right outcome for the client.

This role provides technical leadership to Client Engineers, owns complex escalations, maintains technology standards, coordinates and manages technical projects, and ensures client environments are reliable, supportable, secure, and aligned with organizational standards. The Technical Account Manager serves as the senior technical resource for the client group while enabling Client Engineers to remain the primary day-to-day technical face for client employees. The Technical Account Manager will also be a client engineer to larger clients that are in the assigned client group.

The Technical Account Manager's success is measured not by the number of tickets personally resolved, but by the performance of the client group as a whole, including client satisfaction, technical quality, response and resolution performance, project execution, standardization, and reduction of recurring issues.

FLSA Status: Exempt

This role can be located in Hutchinson, McPherson, Great Bend, Wichita or a nearby surrounding community in Kansas.

Requirements

Major Duties and Core Responsibilities

Technical Leadership & Escalations

Create an assigned client group capable of resolving issues quickly without becoming dependent on the Technical Manager for every complex problem.

• Serve as the senior technical escalation point for Client Engineers and Help Desk Engineers
• Assist with complex server, network, infrastructure, Microsoft 365, and client-specific issues
• Ensure escalated issues continue moving toward resolution and do not stall between teams
• Coordinate additional technical resources when an issue requires expertise outside the assigned client group
• Lead technical response for significant client-impacting incidents when appropriate
• Identify root causes of recurring or significant technical issues
• Coach engineers through escalations rather than simply taking over every difficult ticket

Client Technology Standards

Make client environments increasingly predictable, supportable, secure, and efficient.

• Own adherence to established technology standards across assigned clients
• Identify deviations from standards and develop plans to remediate them
• Work with Proactive Services to identify infrastructure, backup, patching, security, monitoring, and lifecycle concerns
• Review recurring issues and recommend permanent corrective actions
• Ensure technical documentation is accurate and sufficient for Help Desk and Client Engineering teams
• Identify opportunities for standardization, automation, and technical improvement

Client Engineer Leadership

Build highly capable Client Engineers who can confidently own their client relationships and environments.

• Provide technical direction, mentoring, and coaching to Client Engineers
• Help Client Engineers develop deeper knowledge of their assigned clients
• Ensure Client Engineers understand client environments, priorities, and expectations
• Be the client engineer for larger clients, owning the relationship
• Assist with workload prioritization and resource allocation
• Review technical quality and reinforce engineering standards
• Develop engineers so more issues can be resolved without senior-level escalation

Project Management & Implementation

Deliver projects correctly, predictably, and with minimal disruption to the client.

• Own technical coordination and delivery of projects within the assigned client group
• Define technical requirements, scope, dependencies, and implementation plans
• Determine which work can be completed by Client Engineers and where additional engineering resources are required
• Coordinate project schedules with clients, Service Coordination, vendors, and internal resources
• Provide technical leadership during implementations
• Ensure projects meet organizational standards before being considered complete
• Confirm documentation and support handoff are completed following implementation

Examples may include:

1. Server replacements and migrations
2. Network and firewall upgrades
3. Microsoft 365 projects
4. Infrastructure refreshes
5. New location deployments
6. Hardware implementations
7. Cloud migrations
8. Client onboarding and standardization projects

Client Group Health & Continuous Improvement

The Technical Account Manager should maintain a holistic view of the health of every client in the assigned group. Work across Help Desk, Client Engineering, Proactive Services, and Consulting to address identified concerns. Fix tomorrow's problems before they become tomorrow's tickets.

Regularly review:

• Recurring tickets and problem trends
• Aging and escalated tickets
• Infrastructure concerns
• Backup and recovery concerns identified by Proactive Services
• Security concerns identified by Proactive Services
• Documentation quality
• Technical debt
• Hardware and infrastructure lifecycle
• Projects and upcoming changes
• Client-specific risks
• Opportunities to reduce future support demand

Desired Skills, Abilities and Characteristics

• Has broad experience with servers, networking, Microsoft 365, cloud, security, and general IT infrastructure
• Can troubleshoot complex technical problems without needing to personally perform every task
• Comfortable leading technical projects
• Can prioritize multiple clients, projects, escalations, and competing demands
• Communicates effectively with engineers, clients, vendors, and leadership
• Understands the importance of standards and documentation
• Coaches and develops other engineers
• Thinks proactively rather than simply reacting to problems
• Takes ownership of outcomes
• Maintains a strong customer-service mindset

Working Conditions

Adams Brown Technology Specialists, LLC. promotes a flexible work environment with a deep commitment to technology and modern work arrangements. Our office is open from 8:00 am - 5:00 pm Monday through Friday. We are closed on major holidays, offer substantial paid-time-off, a comprehensive benefit package, competitive pay structure, and a culture of growth, clarity, and respect. Additional hours and travel may be required. Travel to client offices does not typically require overnight stays. Possible on call duties, with extended hours.

Adams Brown Technology Specialists is an Equal Opportunity Employer.