Technical Account Manager

Job Description: Technical Account Manager / Project Manager

Summary

The Technical Account Manager (TAM) is the client’s strategic IT advisor, responsible for aligning technology with business goals. In addition to guiding long-term IT planning, this role includes direct project management responsibilities, ensuring technical initiatives are delivered on time and within budget. The TAM/PM acts as the main point of contact for assigned accounts, owning both the strategic relationship and the execution of IT projects.

Core Responsibilities

Technical Account Management

- Conduct regular client meetings (e.g., QBRs) to review technology strategy, risks, and service health.
- Develop and maintain IT roadmaps and budgets for each assigned client.
- Act as the client’s advocate within the company coordinating with service, sales, and leadership.
- Identify upsell/cross-sell opportunities and collaborate with the sales team to drive growth. Work with vendor partners Microsoft, Pax8, Meraki, Avigilon, Xerox, Wheelable, and Dell.
- Monitor client satisfaction and proactively manage retention risks.

Project Management

- Define project scopes, timelines, deliverables, and resource needs.
- Serve as the primary contact during all project phases kickoff to closeout.
- Coordinate internal and external resources, including technicians, vendors, and clients.
- Track and report on project progress, risks, and adjustments as needed.
- Conduct post-project reviews and document lessons learned.

Tactical and Operational Oversight

- Analyze ticket and system health data to inform strategic and project decisions.
- Coordinate service delivery improvements with the Service Manager and engineering team.
- Support onboarding of new clients with project intake and discovery work.

Required Qualifications

- 3–5 years experience in an MSP or IT services environment
- 2+ years experience managing IT projects (formal or informal)
- Strong working knowledge of infrastructure, cloud services (Microsoft 365, Azure), cybersecurity, and compliance frameworks (CIS, HIPAA, NIST)
- Exceptional communication, organization, and presentation skills
- Ability to lead client conversations with both technical and executive stakeholders
- Proficiency in PSA and project management tools (we use Halo)

Preferred Qualifications

- PMP or equivalent certification
- Experience with tools and vendors like IT Glue and Pax8
- Familiarity with MSP best practices and frameworks (Managed Services Platform, ITIL, EOS)

Key Performance Indicators (KPIs)

- % of clients receiving quarterly reviews
- Project on-time and on-budget rate
- Client Net Promoter Score (NPS)
- Account retention rate
- Technical alignment score or standards adoption

Work Environment & Expectations

- Client-facing position with regular video and occasional on-site meetings
- Ability to manage multiple projects and clients simultaneously
- Collaborates closely with engineers, service manager, dispatch, business account manager, and CEO who works in new customer sales.