Senior Technical Account Manager

 

Watch the video below to learn more about our Managed IT division! 💻

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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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