Technical Account Manager

Matrix Integration•Louisville, KY

3d•$80,000 - $100,000

About The Position

The Technical Account Manager (TAM) is the primary technical liaison and trusted advisor for assigned Managed Services clients. The TAM develops an understanding of each client’s business objectives, technology environment, risk profile, and operational priorities, then translates that context into actionable technology strategies. The role leads recurring technology assessments, maintains a prioritized technology roadmap, provides technical guidance, and coordinates internal resources to improve security, reliability, performance, scalability, and return on technology investments. The TAM combines strategic account ownership with strong technical expertise and may provide escalation guidance for complex or high-impact issues. This position is hybrid or remote and includes travel of up to 25% of the time.

Requirements

Bachelor’s degree in information technology, computer science, business technology, or a related field; equivalent relevant experience may be considered.
Five or more years of progressive experience supporting, designing, or managing business technology environments.
Demonstrated experience advising clients or business leaders, conducting technical assessments, and developing technology plans or roadmaps.
Experience coordinating work across service desk, engineering, security, project, and account teams.
Broad technical expertise across modern workplace, networking, cloud, identity, virtualization, backup, cybersecurity, and business continuity technologies.
Ability to assess complex client environments, identify material risks and technical debt, and develop prioritized recommendations.
Strong consultative skills and ability to connect technology decisions to business objectives and communicate with executives and technical teams.
Demonstrated ability to create and manage technology roadmaps, lifecycle plans, standards, and strategic documentation.
Strong presentation, facilitation, and stakeholder-management skills, including leading technical business reviews.
Sound judgment balancing security, reliability, user experience, supportability, cost, and business value.
Working knowledge of Microsoft 365, Azure, Windows Server, Active Directory and Entra ID, endpoint management, and collaboration platforms.
Working knowledge of routing, switching, wireless, firewalls, remote access, DNS, and DHCP.
Working knowledge of virtualization, server and storage platforms, backup, disaster recovery, and high-availability concepts.
Understanding of cybersecurity frameworks, identity and access management, vulnerability management, endpoint protection, and security best practices.
Strong analytical, troubleshooting, documentation, planning, organizational, leadership, mentoring, and influencing skills.
Ability to manage multiple client priorities, communicate risk clearly, and maintain progress on long-term strategic initiatives.
Ability to remain effective under pressure and provide confident guidance during major incidents or escalations.

Nice To Haves

Experience as a Technical Account Manager, solutions architect, senior engineer, consultant, or similar client-facing technical role within a Managed Services Provider.
Seven or more years of experience in information technology, including responsibility for complex client environments.
Relevant certifications from Microsoft, Cisco, CompTIA, VMware, or recognized cybersecurity and cloud organizations.
Experience presenting technology strategy, risk, budgets, and roadmap recommendations to executive stakeholders.

Responsibilities

Serve as the primary technical liaison and trusted advisor for assigned Managed Services clients.
Develop an understanding of client business goals, operations, technology environments, compliance obligations, risk tolerance, and growth plans.
Conduct recurring technology assessments covering infrastructure, cloud services, cybersecurity, business continuity, lifecycle status, supportability, and operational maturity.
Create, maintain, and present multi-year technology roadmaps prioritizing risk reduction, lifecycle planning, modernization, scalability, and business alignment.
Provide technical guidance during planning, budgeting, project discussions, major incidents, and technology decisions.
Lead recurring technical business reviews and document priorities, decisions, risks, recommendations, owners, and next steps.
Translate technical findings into practical business recommendations, including options, dependencies, risks, expected outcomes, and budget considerations.
Coordinate execution of client roadmaps with account management, service delivery, engineering, security, projects, and support teams.
Maintain accurate client documentation, standards, diagrams, lifecycle records, and strategic plans.
Review service trends, recurring incidents, capacity concerns, security findings, and technical debt; identify root causes and recommend corrective actions.
Guide technical standards and solution design to promote secure, supportable, reliable, and scalable environments.
Advocate for clients internally so their technical risks, priorities, and business impacts are understood and addressed.
Support client onboarding, technology transitions, and major initiatives by validating technical requirements and aligning them with the long-term roadmap.
Provide leadership and escalation guidance during complex or high-impact technical issues while maintaining clear client communication.
Identify opportunities to improve client outcomes through standardization, automation, process improvement, and appropriate use of emerging technologies.