Impact is hiring a Technical Account Manager for our Nationally ranked Best and Brightest Workplace!
A Technical Account Manager (TAM) works closely with the MIT Service Delivery team to provide exceptional service across a range of industries. TAMs act as dedicated points of contact for clients, ensuring smooth communication and coordination between their organizations and our team. They possess in-depth technical expertise, working closely with clients to address challenges, provide effective solutions, and drive IT initiatives forward.
Watch the video below to learn more about our Managed IT division! 💻
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Responsibilities
- Serve as the primary point of contact for clients, providing technical guidance, support, and solutions that align with their business objectives.
- Own the onboarding and lifecycle management of multiple clients, including contract understanding, cloud environments, and network infrastructure.
- Lead internal and client-facing project meetings, including onboarding and periodic business reviews (PBRs), and ensure all follow-up tasks are completed.
- Understand clients' technical environments and provide recommendations for products and services that meet their evolving needs.
- Collaborate with sales and engineering teams to develop proposals, quotes, and project plans.
- Review SOWs to clarify client and Impact responsibilities, ensuring a smooth service delivery process.
- Provide technical support, troubleshooting, and issue resolution for clients, escalating to engineering teams as needed.
- Identify opportunities for upselling and cross-selling additional products and services to clients.
- Maintain accurate records of customer interactions, issues, and resolutions within ticketing system.
Things We Are Looking For
- 2+ years of hands-on technical experience in system administration, support, or engineering roles in Microsoft product stack (O365, Azure, Windows Server), networking, and/or cybersecurity tools.
- Technical Account Management or other client-facing professional working experience, preferred.
- 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.
- Strong administration and troubleshooting experience with Microsoft Azure, O365, Active Directory, virtualization platforms (VMware, Hyper-V), and/or general networking (DNS, DHCP, VOIP, VPN, firewall management).
- Fundamental understanding of cybersecurity concepts such as email filtering solutions (e.g., Proofpoint, Cisco Umbrella) and security platforms like KnowBe4 and MDR/EDR.
- Practical exposure to MSP tools such as RMM platforms, ticketing systems, and PSA software (i.e. Halo), preferred.
- Strong knowledge of cloud infrastructure and networking, with experience working in environments that leverage virtualization, shared storage (SAN/NAS), and hybrid IT solutions.
- Demonstrated ability to lead technical projects, perform troubleshooting and issue resolution, and work collaboratively with internal teams in a fast-paced MSP environment.
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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