Technical Account Manager

• Acts as technical owner for assigned accounts
• Manages complex environments
• Serves as escalation point
• Leads coordination across teams
• Provides guidance to TAM 3
• Serve as primary technical liaison
• Maintain deep understanding of environments
• Own coordination and communication
• Lead technical reviews
• Identify risks and trends
• Support upgrades and deployments
• Recommend optimization improvements
• Own incident communication
• Coordinate issue resolution
• Ensure follow-up and closure
• Drive root cause awareness

Technical Account Manager IV

• Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes
• Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting
• Design and implement alerting and monitoring policies aligned to SLAs/SLOs
• Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks
• Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success
• Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities
• Run QBRs and proactively deliver improvement plans, not just recommendations
• Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision
• Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation
• Collaborate with sales engineers to design solutions and ensure requirements are fully addressed
• Deliver platform demos that clearly showcase execution-ready solutions
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.

• Develop and maintain strong, long-term relationships with clients
• Serve as the primary point of contact for assigned accounts, ensuring high levels of satisfaction
• Conduct regular client meetings to understand business goals and align technology solutions
• Follow up to ensure services and projects meet client expectations
• Provide guidance on technical solutions including IT infrastructure, cloud services, VoIP, and internet connectivity
• Translate technical concepts into clear, business-friendly language
• Assist in resolving client issues by coordinating with technical teams
• Maintain strong documentation of client environments and interactions
• Identify opportunities for upselling and cross-selling services within existing accounts
• Prepare and present quotes for hardware, software, and service solutions
• Manage contract renewals
• Monitor account performance and provide reporting on progress and opportunities
• Work closely with sales, technical support, and product teams to deliver seamless client experiences
• Act as a liaison between clients and internal teams to ensure timely and effective solutions

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Technical Account Manager IV

Technical Account Manager

Technical Account Manager – MSP