Technical Account Manager (2918)

ALDRIDGE • Houston, TX

1d • Onsite

About The Position

The Technical Account Manager (TAM) is a newly created, strategic service delivery role at Aldridge. The TAM establishes clear operational accountability to ensure what we sell is delivered consistently, predictably, and at scale. This role bridges the gap between our Technology Directors (who own IT strategy) and our Customer Success Managers (who own client relationships), serving as the day-to-day operational owner at the account level. The TAM will provide a single point of accountability that prevents delivery drift and protects client satisfaction before issues materialize into escalations, CSAT erosion, or renewal risk. As client complexity and account count grows, a dedicated operational layer is required to ensure SLA achievement and delivery execution do not fall through the cracks between Service Desk, NOC, SOC, and Professional Services. This role will free our Account Managers (AMs) to focus on relationships, renewals, and expansion without being burdened by day-to-day delivery coordination. It will also surface systemic delivery issues early, before they become visible to the client as negative experiences, and convert Technology Director roadmaps and client success commitments into coordinated operational action. This role supports Aldridge's 2026 goal of achieving CSAT of 98 and NPS of 50+ while growing Net retention to 110%.

Requirements

• 3+ years of experience in a technical account management, service delivery management, or managed services operations role.
• Demonstrated ability to manage multiple client accounts simultaneously with a high degree of organizational discipline.
• Strong understanding of IT infrastructure, helpdesk operations, NOC/SOC functions, and managed services delivery models.
• Experience working with PSA/ticketing platforms (ConnectWise Manage or equivalent) and reporting tools.
• Ability to translate technical delivery status into clear, concise communication for both technical and non-technical stakeholders.
• Proven track record of proactive issue identification and escalation management — not just reactive response.
• Excellent cross-functional coordination and communication skills.

Nice To Haves

• Experience in an MSP (Managed Service Provider) environment strongly preferred.
• Familiarity with ITIL frameworks, SLA management, and service governance best practices.
• Exposure to cybersecurity services (MDR, SOC, SIEM, vulnerability management) and how they integrate into service delivery.
• Experience with Microsoft 365 environments and Microsoft stack (Azure, Entra ID, Intune).
• BrightGauge, Thread, or similar operational reporting and client management tools.
• Comfortable operating in a fast-paced, growth-oriented environment undergoing integration and organizational change.

Responsibilities

• Own day-to-day service delivery execution across Service Desk, NOC, SOC, and Professional Services for assigned client accounts.
• Ensure SLAs, ticket aging, and all client delivery commitments are met consistently and predictably.
• Serve as the single point of accountability for delivery outcomes at the account level.
• Coordinate across internal delivery teams to resolve delivery conflicts, prioritize work, and manage escalations.
• Track and manage open tickets, aging items, and recurring issues for assigned accounts — intervening proactively before client dissatisfaction.
• Translate Technology Director (TD) roadmaps and IT strategies into coordinated operational action plans.
• Ensure client success commitments made by Customer Success Managers are operationally backed and deliverable.
• Prevent delivery drift by maintaining alignment between what is promised commercially and what is executed technically.
• Participate selectively in Quarterly Business Reviews (QBRs) to provide delivery context and operational accountability.
• Proactively monitor delivery patterns, service trends, and ticket data for assigned accounts to surface systemic issues before they escalate.
• Identify patterns indicating delivery risk — including recurring incident types, missed SLAs, aging tickets, or user experience degradation — and initiate corrective action.
• Act as an early warning system for CSAT erosion, renewal risk, or client dissatisfaction that may not yet be visible in formal metrics.
• Maintain current awareness of all material changes and activities within each assigned client environment.
• Work closely with CSMs to ensure operational ownership is clearly separated from the commercial relationship — enabling AMs to stay focused on growth and retention.
• Collaborate with Technology Directors on IT roadmap execution and lifecycle management.
• Partner with Service Desk management, NOC, SOC, and Professional Services leads to coordinate delivery across the full service stack.
• Contribute to near-term opportunity identification — recommending structured improvements to client IT environments and user experience.
• Participate selectively in high- and mid-value new logo deal presentations when operational credibility is a key client decision factor.
• Track and report on key delivery KPIs for assigned accounts: SLA performance, CSAT, ticket aging, escalation frequency, and resolution time.
• Leverage BrightGauge and ConnectWise (CW Manage) reporting to monitor delivery health and drive proactive manager involvement.
• Contribute feedback to service workflows, QA processes, and operational playbooks to improve the client experience at scale.
• Support the development and operationalization of Service Level Objectives (SLOs) for assigned accounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed