Senior Technical Account Manager

Description

Impact is hiring a Senior Technical Account Manager to join our Nationally ranked Best and Brightest Workplace!As a Senior TAM, you will play a critical role in delivering strategic guidance and technical expertise to our clients.

You will be the trusted advisor for our clients' IT environments, ensuring alignment with their business objectives while delivering superior service.

Senior TAMs manage complex IT solutions, lead client initiatives, and drive business growth through in-depth technical knowledge and proactive service the video below to learn more about our Managed IT division!

Responsibilities

• Act as the senior technical advisor for clients, managing complex technical issues and providing high-level recommendations that align with their business goals.
• Lead onboarding and lifecycle management of multiple clients, ensuring full implementation and adoption of Impact’s product stack and services.
• Drive Periodic Business Reviews (PBRs) and strategic planning sessions with C-level executives, identifying opportunities for long-term IT roadmap development and growth.
• Collaborate closely with vCIOs, engineering, and sales teams to deliver comprehensive proposals, project plans, and solutions that meet client needs.
• Create and manage complex project plans, including scoping, timelines, and resource allocation for large-scale client engagements.
• Provide advanced technical troubleshooting, support, and escalation for client issues, working seamlessly with internal technical teams.
• Identify and lead upselling and cross-selling initiatives, working with sales teams to align solutions with client objectives and close deals.
• Oversee the development and presentation of KPIs and technical metrics, ensuring clients have a clear understanding of the performance and impact of their IT solutions.
• Maintain detailed and accurate documentation of all client interactions, issue resolutions, and project milestones within ticketing system.
• Stay current on industry trends, best practices, and emerging technologies, sharing insights with clients and internal teams to maintain a competitive edge.
• Ensure adherence to ITSM / ITIL standards and security best practices in all client environments, providing expert guidance on compliance and risk mitigation.

Things We Are Looking For

• 5+ years of experience in service delivery and client management, ideally in technical account management, service leadership, or network / systems engineering, with a proven track record of successfully managing enterprise-scale clients and complex technical environments.
• 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.
• Hands-on technical experience installing, configuring, and managing enterprise-grade product stacks, including cloud infrastructure (Azure), virtualization (VMware, Hyper-V), and networking.
• Extensive knowledge of Microsoft Office 365, Azure, Intune, Windows Server, Active Directory, DNS, DHCP, VMware, and virtualization / storage solutions like SAN / NAS.
• Comprehensive understanding of security frameworks and tools, such as MDR / EDR platforms (Sentinel One, CrowdStrike), email filtering solutions (Proofpoint), multi-factor authentication (Duo, Windows MFA), and advanced threat detection (Cisco Umbrella, Meraki).
• Proven experience managing complex technical projects, collaborating with PMO to define scope, timelines, and deliverables for client engagements.
• Experience in conducting strategic reviews (QBRs / PBRs) with executive-level stakeholders, driving consensus on IT strategies, risk mitigation, and technology roadmaps.
• Familiarity with ITSM / ITIL frameworks and best practices for managing service delivery and client support.
• Demonstrated ability to build strong client relationships, fostering trust through empathy, communication, and problem-solving skills.

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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