Technology Alignment Manager

Job Description

Job Description

Description:

The Technical Account Manager reports directly to the Director of Client Success. They are responsible for ensuring the technical health, stability, and alignment of client environments. This role focuses on proactive site reviews, best practice implementation, and technical standardization to reduce downtime, improve performance, and drive efficiency. Acting as the technical subject matter expert for assigned clients, the TAM works closely with the Technology Strategist and Account Manager to ensure day-to-day actions and technical improvements align with the client’s long-term strategy and roadmap.  

Essential Duties, Responsibilities & Functions

Alignment & Site Reviews

· Conduct regular site reviews using Life Cycle Insights to identify risks, gaps, and misalignments with best practices.

· Document findings, address issues on the spot when possible, create service tickets for later resolution, or escalate to projects/service delivery for larger initiatives.

· Schedule and perform both onsite and remote alignment visits based on client size and complexity.

Client Interaction & Collaboration

· Participate in client meetings when requested to explain technical findings, answer infrastructure questions, and support Account Managers and/or Technology Strategists in presenting alignment recommendations.

· Collaborate with the Account Manager to ensure technical updates are communicated effectively and service needs are addressed in a timely manner.

Documentation Ownership

· Maintain accurate, complete, and up-to-date technical documentation for all assigned clients.

· Ensure all changes to the environment are reflected in documentation to support internal teams and improve response times.

Project Support & Execution

· Serve as the primary technical resource for small-scale client projects, Security+ deployments, client onboarding, and offboarding.

• Collaborate      with Technology Strategists on roadmap development and project scoping for      technical upgrades or remediation efforts.

Standardization & Best Practices

· Contribute to the creation and maintenance of Anchor’s technical standards across hardware, networking, backups, security, and other core service areas.

· Ensure all client deployments meet current standards and proactively recommend updates when standards evolve.

Issue Mitigation & Escalation

· Resolve tickets resulting from site reviews that do not require significant client interaction.

· Act as a technical escalation point for complex issues due to deep familiarity with client infrastructure.

Perform other duties as needed or assigned.

Metrics that you will be measured on

· Alignment score improvement across assigned clients

· Completion of scheduled alignment visits/reviews

· Reduction in reactive support tickets (indicating improved health)

· Accuracy and completeness of technical documentation

What success in this role looks like

A successful TAM ensures clients experience fewer outages, smoother operations, and improved security through proactive technical management. Internal teams are supported by accurate documentation, technical recommendations are data-driven rather than reactive, and clients view the TAM as a knowledgeable, trusted technical advisor.

Education, Experience & Abilities

· Minimum of five years of technology experience (MSP experience preferred)

· Strong working knowledge of Microsoft 365/Entra administration, core networking concepts, and security fundamentals. Relevant certifications are valued but not a substitute for demonstrated hands-on capability.

· Strong analytical, problem-solving, and critical thinking skills

· Ability to manage multiple priorities and meet deadlines

· Excellent verbal and written communication skills, with the ability to explain technical concepts clearly

· Strong interpersonal and collaboration skills

· Excellent organizational skills and attention to detail

· Ability to act with integrity, professionalism, and confidentiality

Physical Requirements

· Prolonged periods of sitting or standing at a desk and working on a computer.

· Must be able to lift at least 25lbs.

· Must have a valid driver’s license.

· Must have reliable transportation.

· Must have a smart phone.