Technical Account Manager V

IGT, a Nevada Corporation•Spring Valley, NV

21h•$125,150 - $153,000•Remote

About The Position

The Technical Account Manager (TAM) serves as the primary post-sales technical point of accountability for assigned customers, operating at both the account and strategic portfolio level. The TAM acts as a trusted technical advisor and coordinator—responsible for understanding customer environments, proactively managing technical health, and aligning IGT support, engineering, and delivery execution with customer business and operational goals.The role does not perform hands-on delivery or day-to-day support execution, but is accountable for orchestration, communication, escalation management, and overall customer confidence. TAM 5 operates across highly complex, multi-site or enterprise-scale environments and engages technical and executive stakeholders to ensure long-term stability, scalability, and value realization.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or equivalent experience
Significant experience in customer-facing technical roles (TAM, SE, Systems Engineering)
Deep understanding of enterprise software, infrastructure, and IT operations
Experience managing large-scale or complex customer environments
Strong executive communication, organizational, and leadership skills

Nice To Haves

Building collaborative relationships
Decision making
Drive results
Foster innovation
Personal energy
Self-leadership

Responsibilities

Acts as the senior technical authority for strategic, high-risk, or enterprise customer accounts
Owns complex, multi-site, multi-platform environments
Serves as an escalation point for systemic or cross-domain technical issues
Identifies recurring technical patterns and drives cross-functional improvements across Support, Engineering, and Product
Mentors and develops Level 3–4 TAMs, establishing best practices for engagement and escalation management
Influences customer technical strategy and internal execution at a portfolio level
Serve as the primary technical liaison for assigned customers
Build trusted relationships with technical and executive stakeholders
Maintain deep understanding of customer environments, architecture, and operational posture
Own technical accountability, communication, and coordination for all customer-facing activities
Responsible for orchestration, not execution, and does not replace Support, Project Management, or Sales
Lead recurring technical reviews focused on system health, risks, and upcoming changes
Identify degradation trends, systemic risks, and improvement opportunities
Align customer technical roadmaps with IGT platform evolution
Prepare customers for upgrades, patches, and platform changes
Drive proactive strategies to reduce incidents and improve stability
Own customer communication during incidents and escalations
Coordinate resolution across internal technical teams
Ensure proper tracking, follow-up, and remediation of issues
Drive root cause visibility and long-term resolution strategies
Escalate patterns or systemic issues impacting multiple customers or products
Act as the primary bridge between customers and internal organizations
Align Support, Engineering, Delivery, and Product teams with customer needs
Partner with Sales for technical alignment (non-quota carrying)
Drive structured feedback into Product Management and Engineering
Influence roadmap discussions based on customer impact and trends
Identify customer knowledge gaps and coordinate training efforts
Maintain detailed account plans and technical documentation
Deliver technical briefings, presentations, and updates to stakeholders
Ensure documentation supports audit readiness and operational transparency