Technical Account Manager

The Technical Account Manager (TAM) is a dynamic role focused on developing strong relationships with active clients, understanding their evolving needs, driving adoption of services, and ensuring the successful delivery of projects. The ideal candidate is proactive, technically proficient, and an exceptional communicator with the ability to manage both strategic accounts and tactical execution.

Key Responsibilities

Client Relationship Management & Needs Assessment

• Serve as the primary point of contact for assigned clients, building a deep understanding of their business goals, technical environment, and ongoing challenges.
• Engage proactively with clients to identify pain points and translate them into actionable service opportunities.
• Cultivate lasting relationships, ensuring a high level of satisfaction and trust.
• Maintain knowledge of each client’s strategic goals and how our solutions align with their success.

Sales & Account Expansion

• Identify and pursue cross-sell and upsell opportunities within assigned accounts.
• Present tailored service recommendations through effective in-person or virtual presentations and demonstrations.
• Collaborate with leadership on proposals, quotes, and RFP/RFI responses.
• Maintain expert-level understanding of our service catalog and clearly communicate its value to clients.

Project Management & Delivery

• Understand the goals, scope, and stakeholders of each project.
• Develop and manage project plans, timelines, and budgets using ConnectWise.
• Oversee seamless project execution, ensuring alignment with quality, time, and budget expectations.
• Address risks proactively and escalate unresolved issues when necessary.
• Maintain accurate and up-to-date documentation for all technical and project-related efforts.

Client Communication & Documentation

• Respond promptly and clearly to service and product inquiries.
• Provide regular updates to clients on project status, upcoming changes, or planned outages.
• Document all work—tickets, notes, and deliverables—in ConnectWise in a timely and detailed manner.
• Contribute to the development of internal knowledge bases and process documentation.

Technical Proficiency & Professional Growth

• Stay informed about our products, technologies, and industry trends.
• Leverage internal training to master our tools and processes.
• Remain current on industry best practices and emerging technologies relevant to client needs.
• Maintain an understanding of all core services our organization supports.

Required Skills & Qualifications

• Proven success in building and maintaining long-term client relationships.
• Ability to identify and act on account expansion opportunities.
• Strong organizational, communication, and presentation skills.
• Effective at managing contracts, proposals, SLAs, and technical requirements.
• Analytical mindset with excellent problem-solving skills.
• Clear written and verbal communication skills; active listener and effective collaborator.
• Self-driven, adaptable, and able to thrive in a fast-paced environment.
• Knowledge of technical support tools and service delivery frameworks.