Technical Account Manager (Remote)

DataBank (DataBank Holdings)•Dallas, GA

5d•Remote

About The Position

The Technical Account Manager (TAM) is the primary technical liaison between DataBank and assigned client accounts. The role combines technical expertise and account management to support client satisfaction, technology adoption, and service expansion. The TAM builds client relationships, understands business needs, and supports successful outcomes for managed services engagements. The TAM oversees service delivery and provides technical leadership and guidance to internal teams, advocates for customers, and ensures services align with contractual and business objectives. The role also provides strategic technology advice, supports account growth and retention, and collaborates with Sales, technical teams, and Billing. Domestic travel may be required up to 20% of the time.

Requirements

3–5 years of experience in technical account management, IT consulting, or managed services.
Demonstrated success managing and overseeing client-facing services in a technology environment.
Experience with MSP service delivery models and ITIL frameworks.
Experience participating in formal change management processes, including CAB and RFC review, on behalf of customer accounts.
Demonstrated success in account retention and growth.
Strong understanding of enterprise IT infrastructure, including servers, networking, storage, and virtualization.
Proficiency with cloud technologies.
Knowledge of cybersecurity principles and best practices.
Familiarity with compliance and audit frameworks relevant to regulated customers, such as FedRAMP, FISMA, SOC 2, HIPAA, and PCI DSS.
Proficiency with monitoring, reporting, and BI/dashboard tools, such as ScienceLogic, Sigma, or equivalents.
Understanding of backup and disaster recovery solutions.
Experience with ticketing systems and documentation platforms.
Excellent written, verbal, and presentation communication skills, including the ability to translate technical concepts for non-technical audiences.
Strong presentation and business review facilitation skills.
Exceptional organizational and time-management abilities.
Customer-focused mindset and commitment to service excellence.
Analytical and problem-solving capabilities.
Ability to work independently and as part of a team.
Project management skills and attention to detail.

Nice To Haves

Bachelor's degree in Computer Science, Information Technology, Business, or a related field, or equivalent work experience.
CompTIA Network+, Security+, or Cloud+ certification.
ITIL Foundation certification or higher.
Project Management Professional (PMP) certification or similar.
Experience with VMware, Palo Alto, Proxmox, Veeam, Zerto, ScienceLogic, Sigma, or Microsoft 365/Azure.
Previous experience working in an MSP environment.
Background in IT service management and process improvement.

Responsibilities

Serve as a trusted advisor for assigned strategic client accounts and build long-lasting relationships based on trust and value delivery.
Conduct regular TAM Technical Reviews to assess service performance and client satisfaction.
Understand client business objectives and align technology solutions to support them.
Manage client expectations and communicate timely updates about service-related matters.
Oversee managed services delivery and advocate for customers while providing technical leadership and guidance to internal teams.
Coordinate with technical teams to support SLA compliance and quality service delivery, including reviewing outage events and SLA rider obligations.
Review client ticket trends, system performance, and security posture.
Ensure customers follow defined escalation paths for complex technical issues while supporting collaboration and resolution efforts.
Develop and maintain client environment and configuration documentation, including account runbooks.
Represent assigned accounts in change management, attend CAB meetings, and review planned and emergency RFCs and maintenance windows for customer impact.
Conduct technology assessments and provide strategic IT roadmap recommendations.
Identify opportunities to optimize client infrastructure and improve operational efficiency.
Advise clients on industry best practices and communicate relevant company technologies and product updates.
Advise clients on compliance and regulatory changes affecting their environments, including audit frameworks, control inheritance, and required environment migrations.
Collaborate with Sales to develop and present technology proposals aligned with client objectives, budgets, and technical considerations.
Partner with technical teams and Billing to provide accurate billing visibility and identify potential overages and cost drivers.
Identify opportunities for service expansion and additional revenue ahead of contract renewals.
Work with Sales to develop proposals for new projects and services.
Oversee onboarding of new accounts and align customer expectations with internal delivery and technical teams.
Support client retention through proactive engagement and demonstration of value.
Maintain recurring written account updates and administer the TAM satisfaction survey.
Support revenue growth and reduce customer churn through consistent account oversight and engagement.
Travel domestically up to 20% of the time.