{"id":737946,"url":"https://alion.io/job/tcnsny-technical-account-manager","title":"Technical Account Manager","company":{"id":692256,"name":"Triple Cities Network Solutions","domain":"tcnsny.com","url":"https://alion.io/company/tcnsny","size_band":"51-200","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johnson City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":118000,"max_usd":231000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":824},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-07-29T13:03:44Z","employer_posted_date":"2026-07-29","last_verified_at":"2026-10-13T02:29:27Z","board_verified":true,"closed_at":null,"days_open":75,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":75},"description":"The Technical Account Manager (TAM) will be responsible for overseeing the technical relationship with key clients, ensuring the successful implementation and operational management of IT solutions, and serving as the primary technical point of contact. The ideal candidate will possess a deep understanding of IT infrastructure, have excellent problem-solving abilities, and demonstrate a strong commitment to providing exceptional customer service.\nKey Responsibilities:\nClient Relationship Management:\nEstablish and maintain strong, professional relationships with assigned clients, acting as their primary technical advisor.\nDevelop a deep understanding of client business needs and IT environments to provide tailored recommendations.\nFoster client satisfaction and retention by ensuring effective communication and proactive service delivery.\nTechnical Leadership and Advisory:\nProvide expert advice to clients on optimizing and evolving their IT infrastructure to meet business goals.\nReview and assess client systems, offering recommendations for continuous improvement, innovation, and cost-efficiency.\nServe as a trusted advisor for technical challenges, guiding clients through the deployment of complex solutions.\n Service Delivery and Escalation Management:\nOversee the timely and efficient delivery of managed services, ensuring adherence to Service Level Agreements (SLAs) and client expectations.\nAct as the escalation point for technical issues, ensuring a swift and effective resolution in collaboration with internal teams.\nMonitor the health of client systems and address any potential risks or issues proactively to minimize disruption.\nProject Oversight:\nLead and manage technical projects, ensuring they are executed on time, within scope, and aligned with client objectives.\nCollaborate with internal teams, including engineering and operations, to ensure smooth implementation and delivery of technical solutions.\nEnsure that projects are completed within budget and meet the highest quality standards.\nStrategic Account Management:\nRegularly conduct business reviews with clients to evaluate service performance, gather feedback, and identify new opportunities for improvement or additional services.\nIdentify areas for upselling and cross-selling additional products or services that would benefit the client’s IT strategy.\nMaintain a proactive, consultative approach to account management, focusing on long-term client success and growth.\n Internal Collaboration and Reporting:\nAct as a liaison between clients and internal teams (sales, engineering, support, operations) to ensure consistent and effective communication.\nProvide detailed reporting on account health, performance metrics, and service delivery to key stakeholders.\nEnsure continuous alignment between client needs and the internal delivery team’s capabilities.\nQualifications and Skills:\n Experience:\nA minimum of 5 years of experience in a technical account management, solutions architect, or senior technical support role within a Managed Service Provider (MSP) environment.\nProven experience managing complex technical accounts and leading service delivery in an MSP setting.\nExperience with client-facing interactions, providing strategic technical direction, and handling escalations.\n Technical Expertise:\nDeep understanding of IT infrastructure, including networks, cloud computing (e.g., AWS, Azure), virtualization, security, and disaster recovery solutions.\nProficiency in relevant MSP tools, such as service management platforms (e.g., ConnectWise, Autotask), monitoring tools, and automation frameworks.\nFamiliarity with industry standards and frameworks (e.g., ITIL, CIS Controls, NIST).\nProject Management:\nStrong experience in managing technical projects from inception to completion, including resource management, scheduling, and budget tracking.\nAbility to manage multiple projects simultaneously while ensuring high levels of client satisfaction and timely delivery.\nCommunication and Interpersonal Skills:\nExceptional verbal and written communication skills, with the ability to interact with executives, technical staff, and clients in a clear and concise manner.\nStrong interpersonal skills, with the ability to establish rapport and trust with both clients and internal stakeholders.\nProblem Solving:\nAbility to analyze complex technical issues, think critically, and implement appropriate solutions.\nDemonstrated capacity to resolve escalated issues quickly and effectively, maintaining professionalism and client satisfaction.\nPreferred Qualifications:\nIndustry certifications, such as ITIL, CompTIA Network+, Cisco CCNA, or Microsoft Certified Solutions Expert (MCSE).\nExperience with security practices and tools, including endpoint protection, firewalls, and intrusion detection systems.\nFamiliarity with automation tools and strategies for enhancing service delivery in an MSP 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