What are the responsibilities and job description for the Technical Account Manager position at AHEAD?
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
Technical Account Manager
The Technical Account Manager (TAM) is a member of the AHEAD Managed Services Client Experience team, responsible for leading our client through the strategic and technical aspects of their IT transformation journey and helping them to successfully adopt our services. The TAM develops close relationships with our client in order to understand their business needs, operational and technical challenges, and utilizes their technical skillset and understanding to help our client achieve the greatest value from our services.
Summary of Essential Job Functions:
- Serve as the primary technical point of contact for assigned clients, managing technical escalations and ensuring alignment with business goals.
- Build and maintain strong client relationships by understanding their operational and technical challenges.
- Provide strategic IT guidance and help clients adopt AHEAD’s solutions to improve efficiency and achieve their business objectives.
- Conduct regular health checks, risk assessments, and technical reviews to identify gaps and recommend improvements.
- Participate in Quarterly Business Reviews (QBRs) to communicate technical value and roadmap alignment.
- Collaborate with internal teams (Sales, Engineering, Client Success, Project Management) to ensure seamless service delivery.
- Support the Client Success Managers in managing account profitability and service performance.
- Maintain accurate and up-to-date technical documentation for client environments.
- Identify opportunities for service expansion, automation, and optimization.
- Ensure all client engagements are executed with a focus on results, accountability, and continuous improvement.
Experience/Certifications:
- 10 years of related experience in engineering, technical sales and/or IT consulting
- Technical and/or sales certifications desired (e.g. Cisco, Microsoft, Citrix, VMware)
- Hands-on/practical experience with the following technologies: Windows Server, Public Cloud, Active Directory, Citrix, Cisco, VMware, Dell/EMC and Networking.
- Experience with Azure, Intune, Exchange 365 preferred.
- ITIL and/or Project Management certifications are a plus.
Required Skills:
- Strong customer service skills with the ability to make good judgments and quick decisions.
- Ability to communicate complex plans and solutions effectively verbally and in writing with both customers and internally.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.
- Ability to build trusted relationships and influence Senior Leadership teams.
- Ability to collaborate with peers and work cross-function as needed with Sales and Engineering teams.
- Proven knowledge of ITIL frameworks (Incident, Problem and Change Management primarily).
- Occasional on-call and after-hours work as the business requires, expected to travel to customer sites as needed.
Education
- Undergraduate degree and 10 years of relevant experience preferred.
Travel: 30%
NOTE: This job description is not intended to be all-inclusive. This position may perform other related duties as requested to meet the ongoing needs of the organization.
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.
USA Employment Benefits include:
- Medical, Dental, and Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave
- Plus more! See benefits https://www.aheadbenefits.com/ for additional details.
The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.