Technical Account Manager

Parachute Technology•San Ramon, CA

11d

About The Position

The Technical Account Manager (also known as a Strategic IT Client Account Manager) provides executive-level CIO/CTO leadership to clients, helping them develop and implement high-level technology solutions aligned with company objectives and industry requirements. This role combines technology advising, business acumen, project management, and customer service, and requires prior experience with a Managed IT Service Provider. The TAM partners with Senior Engineers and Onsite Field Engineers to develop clients’ IT strategies and two-year technology plans, including budgets. The role manages 25–30 client accounts, builds client relationships, presents recommendations and project plans to executives, oversees project progress, and helps ensure client satisfaction. It also works closely with the COO on the implementation and improvement of company processes, procedures, and operational strategies. The position includes a sales aspect and may require travel up to 50% of the time.

Requirements

Prior Technical Account Manager experience, or experience in a similar role or title, at a Managed IT Service Provider.
8–10+ years of related experience in business and/or technology.
Strong consultative skills and a background in IT-related services offerings.
Experience presenting to clients and gaining buy-in from C-level executives.
Experience in sales and customer care within a technology-related environment.
Experience building project plans and detailed scopes of work.
Experience managing and monitoring projects.
Ability to communicate professionally at a high level with C-level executives.
Ability to travel up to 50% of the time.
Bachelor’s degree in a related field.
Clear, persuasive oral communication; ability to translate technical terms respectfully, listen and clarify, respond professionally, present to groups, and participate actively in meetings.
Clear and concise written communication, including emails and reports; attention to spelling and grammar; ability to adapt writing to readers, take comprehensive notes, maintain detailed records, and present numerical and technical data effectively.
Strategic planning ability, including thinking ahead and planning over a 1–3-year time span.
Preparation for internal and client meetings and phone or conference calls.
Problem-solving skills, including timely problem identification, skillful information gathering and analysis, development of alternative solutions, early resolution, and fostering group participation and use of other resources.
Business ethics and integrity, including treating people with respect, keeping commitments, inspiring trust, and upholding organizational values.

Nice To Haves

An advanced degree, such as an MBA.
IT-related certifications.
Project management certifications.

Responsibilities

Partner with Senior Engineers and Onsite Field Engineers to establish clients’ overall IT strategies and two-year technology plans, including budgets.
Present technology strategies and plans to C-level executives and other client IT contacts.
Learn clients’ industry-specific IT requirements and technology needs, and communicate them to the team.
Develop IT initiatives and projects that support clients’ growth goals and desired work environments.
Create project plans with detailed scopes of work, hardware and software options, and budget requirements; present plans to clients for approval.
Communicate project progress regularly and provide project completion updates to clients.
Review Network Assessments and Security Audit reports, identify business risks related to technology, and develop risk-minimizing solutions.
Present technology risks and solutions during in-person Technical Business Review meetings.
Explain the importance and benefits of IT standardization and well-established IT processes and procedures.
Identify emerging technologies relevant to clients’ future business needs and present findings at in-person Technical Business Review meetings.
Manage 25–30 client accounts and foster positive client relationships.
Promote client satisfaction by meeting and speaking with clients and analyzing survey results.
Handle and resolve client issues and escalations with patience, respect, professionalism, and written follow-up.
Monitor client project and task completion for delays, communicate delays to management and clients, and take steps to minimize or eliminate delays, including proactively helping projects stay on schedule when applicable.
Work with the COO to manage implementation of company-developed processes, procedures, and operational strategies.
Communicate potential service-quality and process or procedure improvements to the COO.