Technical Account Manager I

ISG Technology-posted 4 months ago
Full-time • Entry Level
Wichita, KS
251-500 employees
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As a Technical Account Manager I (TAM) at ISG Technology, you will have overall responsibility for an account or set of accounts as assigned. The TAM will be the primary Services contact for the client and the Account Executive for assigned client activities. You will manage day-to-day account leadership and client presentations related to ISG services, serve as an escalation resource for clients, and oversee all project activities from ISG resources assigned to the clients. Your duties will include end-to-end responsibility for service delivery, SLA analysis and reporting, financial analysis, and customer satisfaction. You will also evaluate ISG service catalog offerings for implementation to clients and work with the delivery team to maximize account profitability targets.

  • Provide strategic oversight to ensure client reviews are performed as required contractually and per governance model.
  • Partner with Solutions Architects to build and maintain assigned client technical roadmaps.
  • Monitor assigned client’s technical projects with the Project Manager and technical team to ensure service delivery standards.
  • Perform various administrative tasks including logistics for meetings and workshops.
  • Interact closely with finance team to analyze ongoing financial reporting and maximize profitability for accounts.
  • Manage day-to-day execution of project workstreams and assist with planning, tracking, documentation, and status updates.
  • Ensure proper change management review and approval for any client-related changes across services.
  • Exercise solid leadership skills combined with strong business acumen and excellent communication skills.
  • Bachelor’s Degree or equivalent experience required.
  • 4-6 years of experience in Technical Operations function, including solid experience dealing with customers and internal teams.
  • Minimum 2 years’ experience in an external or internal customer service delivery position.
  • Experience working for an established managed or cloud services provider (MSP/CSP) preferred.
  • Working knowledge of Microsoft Office Suite (Word, Excel, and Outlook).
  • Working knowledge of ConnectWise (or ITSM tooling), InfoSight, Auvik, and CW RMM outputs preferred.
  • Working knowledge of multiple MSP Cloud-based administration and licensing portals preferred.
  • Hold and maintain a valid driver’s license.
  • Experience in a customer-facing role within a managed services environment.
  • Familiarity with technical design and financial modeling for managed services solutions.
  • 401k
  • Health insurance
  • Paid holidays
  • Professional development opportunities
  • Flexible scheduling
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