Technical Account Manager

Saige Partners•Cedar Rapids, IA

About The Position

The Technical Account Manager (TAM) manages strategic client relationships, supports successful service delivery, and contributes to the growth of the Managed Services business. The role serves as a bridge between clients and technical teams, delivering value through communication, technology alignment, and roadmap planning. It involves a varied workload and requires someone who can collaborate with the team while also taking initiative and working independently. The TAM is the primary contact for assigned clients and advises them on technology planning, infrastructure performance, cybersecurity, compliance, and service needs. The role also coordinates with service, project, and business development teams to resolve issues, support renewals, and identify opportunities to expand services.

Requirements

1–3 years of experience in IT account management, help desk leadership, or technical sales.
Strong understanding of Microsoft 365, EDR/MDR, cloud backups, networking, and SMB IT environments.
Familiarity with PSA/RMM platforms, such as HaloPSA and NinjaOne.
Excellent written and verbal communication skills.
Ability to present technical concepts to non-technical stakeholders.
Must possess and maintain a current, valid driver’s license.
Client-first mindset with a consultative approach.
Strong organizational and time-management skills.
Ability to manage multiple accounts and competing priorities.
Comfort working independently and as part of a team.
Ability to remain seated or standing for prolonged periods.
Ability to lift, carry, or otherwise move 25/50 pounds occasionally.

Nice To Haves

Experience in an MSP or IT services environment.
Microsoft 365 Fundamentals certification.
CompTIA Network+ or Security+ certification.
ITIL Foundations certification.

Responsibilities

Act as the primary point of contact for assigned clients.
Conduct regular quarterly business reviews and client check-ins.
Advocate for client needs internally and ensure service expectations are met.
Develop and maintain client technology roadmaps aligned with business goals.
Recommend solutions involving Microsoft 365, cybersecurity, backups, and modern workplace tools.
Review infrastructure and performance metrics and recommend improvements.
Educate clients on cybersecurity best practices, including EDR, MDR, MFA, DLP, and BCDR.
Coordinate vulnerability scans, risk assessments, and insurance-driven reviews.
Help ensure clients align with industry compliance requirements, such as HIPAA and CMMC.
Monitor ticket trends, recurring issues, and client satisfaction.
Work with service and project teams to support timely resolutions and transparency.
Assist with client onboarding and offboarding and periodic service audits.
Identify and scope upsell and cross-sell opportunities, such as licensing, upgrades, and security tools.
Partner with Business Development on renewals, quotes, and proposals.
Maintain current client documentation in PSA and asset management tools.