Technical Account Manager

About the job Technical Account Manager


Technical Account Manager

Location: Northern VA (Fairfax area) or Denver/Boulder

About the Opportunity

Our client is an IT Managed Service Provider looking to add a Technical Account Manager to their team. The TAM is the primary strategic and technical relationship owner for an assigned portfolio of managed service clients understanding each client's business objectives and technology environment, evaluating technology and cybersecurity needs, developing technology roadmaps, and coordinating internal resources to make sure recommendations, projects, risks, and service issues are documented, communicated, and addressed. The TAM maintains enough technical depth to evaluate client environments, develop practical recommendations, support solution design, and assist with authorized technical and onsite work within their capabilities.

What You'll Do

Relationship & Portfolio Management

• Manage an assigned portfolio of clients, maintaining contact frequency based on client size, risk, and service needs
• Build relationships with client decision-makers, executives, and key stakeholders, and develop a working understanding of each client's business, goals, and technology dependencies
• Help clients reach their business goals through effective use of technology while addressing technical, operational, and cybersecurity challenges
• Participate in (and, when assigned, coordinate) new-client onboarding, and flag at-risk accounts to management promptly

Consultation, Advisory Services & Client Reviews

• Prepare for and conduct recurring business reviews, technology reviews, cybersecurity reviews, and planning meetings
• Provide technical advice and vCIO consultation, and develop and maintain a documented technology and cybersecurity roadmap for each client
• Identify aging infrastructure, licensing concerns, capacity needs, and security gaps, and translate them into prioritized recommendations and budget forecasts
• Present roadmaps, risk findings, and recommendations in clear, understandable business terms
• Assess clients against the company's cybersecurity maturity framework and track remediation progress over time

Solution Development, Proposals & Commercial Support

• Identify client needs and opportunities within company service offerings
• Develop or coordinate scopes, recommendations, estimates, and proposals with sales, procurement, engineering, and service delivery
• Present recommendations, address questions, and support client retention and appropriate service expansion

Project Management & Coordination

• Manage assigned technology projects from inception to completion - scope, planning, communication, resource coordination, and deliverable verification
• Coordinate team-member assignments and keep projects, budgets, and documentation current in company PM/PSA tools
• Escalate scope, schedule, budget, or resource issues promptly

Service Experience & Escalation Oversight

• Monitor client satisfaction, open issues, and unresolved escalations; coordinate corrective action and communicate with clients accordingly
• Work alongside service desk, engineering, project, and field-service teams on incidents requiring TAM involvement
• Provide clear status updates and manage expectations on ownership, next steps, and timelines

Technical Assessments & Authorized Technical Assistance

• Audit or assess client systems, networks, and MSP tooling for performance, lifecycle, and security concerns
• Diagnose and troubleshoot hardware, software, network, and cloud-service issues when assigned and within your authorization
• Assist with system/network configurations, onsite technical work, and escalations within approved change-control practices

Documentation & Reporting

• Record client communications, meetings, recommendations, decisions, and technical activities accurately in company systems
• Maintain current client documentation, technology standards, roadmaps, and system inventories so another team member could step in if needed

Customer Support & Communication

• Maintain clear, professional, and appropriately confidential communication with clients
• Handle complaints and difficult situations with patience, sound judgment, and timely escalation when needed
• Set realistic expectations, and avoid promising outcomes, pricing, or timelines that haven't been authorized

What You Bring

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• 5+ years of experience in IT systems engineering/administration, technical account management, or an equivalent combination of education and experience
• Ability to travel reliably to client and business locations throughout the assigned service area, maintaining a valid driver's license, reliable vehicle, and required auto insurance when using a personal vehicle for company business
• Ability to legally operate a motor vehicle and transport typical computer and networking equipment between locations as needed

Location

Home-office based within the Northern Virginia (Fairfax area) or Colorado (Denver/Boulder area), with required travel to client sites, company meetings, data centers, and other business locations