Technical Account Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Account Manager based in United States.

This role is responsible for building trusted relationships with customers while ensuring the successful delivery of managed IT services.

You will oversee a portfolio of accounts, serving as a consistent point of contact for support, escalations, service delivery, and strategic guidance.

The position combines customer relationship management, technical coordination, service operations, and project management.

You will work closely with engineers, architects, consultants, account executives, and customer technical teams to resolve issues and identify opportunities to increase value.

You will also contribute to renewals by demonstrating measurable service value and identifying additional solutions aligned with customer needs.

The environment is collaborative and fast-paced, requiring strong prioritization skills and the ability to manage multiple complex initiatives remotely.

This is an opportunity to act as a trusted technology advisor while helping organizations achieve their business objectives through effective managed services.

Accountabilities

• Manage and support an assigned portfolio of customer accounts, with a strong focus on retention, satisfaction, service quality, and long-term relationship development.
• Provide daily customer support and coordinate interactions between customers and managed services engineers and consultants.
• Oversee service delivery to ensure contracted IT services consistently meet or exceed established service levels and that issues are resolved efficiently.
• Serve as a stable escalation and primary customer contact for support requests and complex service issues.
• Identify when technical escalation is required and coordinate with senior technical architects and other technical resources to drive resolution.
• Manage customer expectations throughout escalations, maintaining trusted-advisor relationships and communicating clearly about progress and outcomes.
• Identify opportunities to improve customer satisfaction, increase service value, and introduce relevant managed services solutions.
• Direct and coordinate customer technical resources when necessary to support service delivery and issue resolution.
• Partner with account executives to communicate customer concerns, emerging needs, potential risks, and opportunities for additional work.
• Coordinate with managed services architecture leadership to ensure appropriate technical resources are assigned and effectively allocated.
• Manage annual renewals by presenting quantitative and qualitative evidence of service value, identifying add-on opportunities, and recommending relevant services.
• Produce monthly internal and customer-facing reports to support service visibility, performance tracking, and accurate invoicing.
• Manage hourly/ad hoc contract work as a project manager, applying established project management methodologies and coordinating delivery through completion.
• Manage Microsoft FastTrack engagements and coordinate the resources required for successful execution.
• Maintain awareness of customer needs, technology developments, and service opportunities to proactively support business outcomes.

Requirements

• 5+ years of experience in IT customer account management, managed services, IT project management, or a closely related environment.
• Previous experience working effectively within large, geographically distributed teams while managing multiple complex projects and priorities simultaneously.
• Demonstrated ability to quickly assimilate information, think strategically and tactically, and adapt effectively in a fast-paced environment.
• Strong customer relationship management skills, including experience providing trusted-advisor-level service and managing expectations with professionalism.
• Proven ability to identify, assess, and escalate issues appropriately while maintaining ownership through resolution.
• Ability to understand and interpret complex business and technical requirements.
• Strong communication, organization, prioritization, and problem-solving skills.
• Experience with CRM and helpdesk systems is preferred.
• Familiarity with Microsoft tools, platforms, and enterprise technology environments is a plus.
• Awareness of current technology and development trends, combined with a demonstrated commitment to continuous learning.
• Experience with project management methodologies is beneficial.
• Bachelor’s degree is preferred.
• PMP certification is preferred.
• Ability to work remotely and collaborate effectively with distributed customers and internal teams.
• For positions requiring federal agency clearance, U.S. citizenship and the ability to obtain the applicable clearance may be required, including potentially extensive background investigation.

Benefits

• Competitive annual salary range of $110,000-$190,000, depending on experience, industry background, education, training, clearance level, and other job-related factors.
• Remote work environment.
• Opportunity to support high-impact technology projects serving public-sector and commercial organizations.
• Exposure to Microsoft cloud, managed services, systems management, and enterprise technology solutions.
• Opportunities to work cross-functionally with engineering, architecture, consulting, sales, and project management professionals.
• Career development and continuous learning opportunities.
• Benefits package, with details provided through the employer’s benefits program.
• Equal opportunity workplace committed to inclusive employment practices.