Client Services - Technical Account Manager

Job Description

The Technical Account Manager (TAM) is a strategic partner, combining sales expertise, account management and IT knowledge to drive client success. As the primary point of contact the TAM builds strong relationships, identifies opportunities for growth, and ensures seamless service delivery. This role blends technical insight with consultative selling and problem-solving to provide tailored solutions that enhance client value. Ideal candidates have experience in account management, upsell services, and maxmize client engagement within a manged services environement.

Client Relationship Management:

• Serve as the primary liaison between the client and internal technical teams.
• Serve as a first point of contact, assisting with telephones and in office client interactions.
• Develop strong, positive client relationships, to understand and align business needs with IT solutions.
  
  

Conduct regular account review meetings and Business Partner Reviews to assess client satisfaction and address concerns.

• Act as the advocate for clients within the organization to ensure their needs and expectations are met.
  
  

Technical Oversight and Solution Delivery:

• Collaborate with internal teams to deliver IT solutions tailored to client needs, including system upgrades, migrations, and deployment of new services.
• Maintain an in-depth understanding of the client’s environment, including network configurations, hardware, and software.
• Ensure compliance with service level agreements (SLAs) and quality standards.
• Manage all client licensing relationships, including additions, cancellations, and renewals.
  
  

Account Growth and Upselling:

• Identify and suggest additional services or upgrades that align with client objectives and enhance their IT infrastructure.
• Prepare and present proposals for additional services to convert opportunities into revenue.
• Maintain knowledge of industry trends, innovative technologies, and service offerings to provide relevant recommendations.
  
  

Documentation and Reporting:

• Prepare reports detailing account status, project progress, technical support activities, and SLA performance.
• Maintain thorough and accurate documentation of all client interactions and technical solutions in the company’s systems.
• Monitor and update documentation related to client infrastructure, ensuring the data is accurate and accessible.
  
  

Required Qualifications

• Bachelor’s degree or equivalent experience in IT, Computer Science, or a related field, or equivalent experience.
• Experience in a similar role within an IT managed services provider or technical support environment.
• Solid understanding of IT infrastructure, including networks, servers, virtualization, and cloud services.
• Excellent interpersonal and communication skills, with the ability to translate technical information to non-technical audiences.
  
  

Educational/Vocational/Previous Experience Recommendation

• Certifications such as CompTIA Network , CompTIA Security , or Microsoft Certified: Azure Fundamentals.
• Familiarity with tools such as ConnectWise, Autotask, or other PSA (Professional Services Automation) software.
• Previous experience in account management or business development within an MSP environment.
• Client-centric mindset and commitment to delivering exceptional service.
• Strong organizational and time management skills, able to handle multiple priorities effectively.
• Ability to work independently and collaboratively in a fast-paced environment.
• Eagerness to learn recent technologies and continuously improve technical skills.
  
  

The above position description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor or company leadership.