Manager, Technical Account Management

Team Leadership & Development

• Lead, mentor, and coach the TAM team to meet performance, engagement, and development goals
• Manage hiring, onboarding, and professional development of TAMs
• Conduct regular performance reviews and provide ongoing feedback
• Ensure TAMs maintain technical ownership over customer environments and drive proactive service outcomes
• Review technical deliverables and reports to validate quality, consistency, and value

Program Strategy & Execution

• Define and evolve TAM service delivery frameworks, KPIs, and best practices
• Drive standardization in client engagement processes, documentation, and reporting
• Collaborate cross-functionally with vCIOs, Service Delivery, Sales, and Operations
• Monitor TAM workload capacity and ensure proper client coverage and prioritization
• Partner with leadership to forecast staffing needs based on client growth and service demands

Client Relationship Management

• Oversee TAM support for assigned client portfolios to ensure satisfaction and retention
• Ensure timely and effective delivery of strategic reviews, PBRs, and technical alignment documentation
• Act as an escalation point for high-impact client issues, interfacing with Service Desk, vCIO, and Senior Leadership to resolve quickly and effectively

Process Improvement & Reporting

• Analyze team performance and client engagement metrics; identify and implement improvements
• Track customer health scores, service trends, and contract adherence
• Report on TAM activities, customer sentiment, and program impact to senior leadership

Experience

• 5-7 years in IT client-facing roles within an MSP or similar environment
• 3+ years of experience managing technical engineers within a service delivery team
• Proven success in driving client satisfaction and retention through strategic engagement

Technical & Business Acumen

• Strong understanding of IT infrastructure, managed services, and cybersecurity best practices
• Ability to translate technical concepts into business value for non-technical stakeholders
• Familiarity with PSA/RMM tools (e.g., HaloPSA, Knowbe4, N-central, Datto, etc.)

Leadership & Communication

• Excellent communication, leadership, and conflict resolution skills
• Ability to manage priorities in a fast-paced, service-oriented environment
• Strong customer service orientation and professional presence in client interactions

Education & Certifications

• Bachelor's degree in Information Technology, or equivalent industry experience. 
• ITIL Foundation, or other relevant certifications are a plus

• Innovation: We embrace change because innovation lives outside the comfort zone.  
• Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact. 
• Honesty: We are fiercely transparent and consistently honest. 
• Fun: We fuel work with fun, knowing life's too short for boring.   
• Low Ego: We champion ideas over titles, because brilliance knows no rank.  
• One Team: We win as a team, we lose as a team, we are one team.  

• 20 days of PTO plus 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  

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Impact, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $125,000- $140,000 plus the potential to participate in bonus plans.