Technical Account Manager

Description

Impact is hiring a Technical Account Manager for our Nationally ranked Best and Brightest Workplace!A Technical Account Manager (TAM) works closely with the MIT Service Delivery team to provide exceptional service across a range of industries.

TAMs act as dedicated points of contact for clients, ensuring smooth communication and coordination between their organizations and our team.

They possess in-depth technical expertise, working closely with clients to address challenges, provide effective solutions, and drive IT initiatives the video below to learn more about our Managed IT division!

Responsibilities

• Serve as the primary point of contact for clients, providing technical guidance, support, and solutions that align with their business objectives.
• Own the onboarding and lifecycle management of multiple clients, including contract understanding, cloud environments, and network infrastructure.
• Lead internal and client-facing project meetings, including onboarding and periodic business reviews (PBRs), and ensure all follow-up tasks are completed.
• Understand clients' technical environments and provide recommendations for products and services that meet their evolving needs.
• Collaborate with sales and engineering teams to develop proposals, quotes, and project plans.
• Review SOWs to clarify client and Impact responsibilities, ensuring a smooth service delivery process.
• Provide technical support, troubleshooting, and issue resolution for clients, escalating to engineering teams as needed.
• Identify opportunities for upselling and cross-selling additional products and services to clients.
• Maintain accurate records of customer interactions, issues, and resolutions within ticketing system.

Things We Are Looking For

• 2+ years of hands-on technical experience in system administration, support, or engineering roles in Microsoft product stack (O365, Azure, Windows Server), networking, and / or cybersecurity tools.
• Technical Account Management or other client-facing professional working experience, preferred.
• Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders and present solutions to C-level executives and client leadership.
• Strong administration and troubleshooting experience with Microsoft Azure, O365, Active Directory, virtualization platforms (VMware, Hyper-V), and / or general networking (DNS, DHCP, VOIP, VPN, firewall management).
• Fundamental understanding of cybersecurity concepts such as email filtering solutions (e.g., Proofpoint, Cisco Umbrella) and security platforms like KnowBe4 and MDR / EDR.
• Practical exposure to MSP tools such as RMM platforms, ticketing systems, and PSA software (i.e. Halo), preferred.
• Strong knowledge of cloud infrastructure and networking, with experience working in environments that leverage virtualization, shared storage (SAN / NAS), and hybrid IT solutions.
• Demonstrated ability to lead technical projects, perform troubleshooting and issue resolution, and work collaboratively with internal teams in a fast-paced MSP environment.

Benefits

• 20 days of PTO
• 12+ paid holidays
• Flexible Sick Day Policy
• Paid Parental Leave
• Comprehensive Health, Disability Life, Dental and Vision Plans
• 401(K) discretionary match & retirement plans
• Continued education reimbursement
• On-going training & development opportunities

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