Technical Account Manager
Description
Impact is hiring a Technical Account Manager for our Nationally ranked Best and Brightest Workplace!
Impact is a leading national managed services provider, specializing in: IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support –with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do.
Founded in 1999, Impact proudly remains privately-held and locally-owned, employing 900+ experts across 23 US locations. Recognized for rapid growth and innovation, Impact has seen a 27% annual growth rate, and championed a vibrant, employee-focused culture.
Overview
The Technical Account Manager (TAM) is a trusted technical resource and relationship manager, responsible for managing relationships and delivering exceptional service to SMB-level clients. This role serves as the primary technical liaison, aligning IT services and solutions with the client’s operational goals while ensuring the stability, security, and performance of their systems. Leveraging technical and organizational knowledge, the TAM oversees lifecycle management, supports technical projects, and facilitates seamless transitions to steady-state support.
As a reliable partner, the TAM proactively identifies risks, recommends practical technical improvements, and ensures the implementation of solutions tailored to the customer’s needs. They collaborate closely with internal teams and client stakeholders to resolve high-priority challenges, optimize IT environments and drive continuous improvement. This role requires strong communication skills, a customer-focused mindset, and the ability to build lasting relationships, positioning Impact as a long-term partner in achieving business success.
Responsibilities
- Serve as the primary technical point of contact for assigned clients, providing guidance, proactive support, and technical recommendations to ensure the success of their IT environments.
- Own and oversee the client’s technical environment, including supported infrastructure, Impact-provided software, and security solutions, ensuring stability, performance, and alignment with operational goals.
- Act as an escalation resource, guiding the resolution of technical issues and leading root cause analyses and post-incident reviews, with actionable recommendations for improvement.
- Oversee technical deployments, ensuring deliverables meet agreed objectives, quality standards, and seamless transitions to steady-state support.
- Manage the lifecycle of client IT assets, including procurement, upgrades, and decommissioning, while monitoring warranties, licenses, and agreements for timely renewals.
- Collaborate with internal teams and stakeholders to ensure knowledge transfer, documentation, and alignment with business goals through tailored IT roadmaps.
- Proactively assess and monitor the client’s IT environment for potential risks, such as aging hardware, unsupported software, or capacity constraints, and recommend solutions to mitigate them.
- Build and maintain trust-based client relationships, acting as a liaison to align technical solutions with business objectives and ensure seamless communication during projects and incidents.
- Participate in regular business reviews to share performance metrics, lifecycle plans, and opportunities for improvement or growth.
- Partner with internal teams (Sales, PMO, vCIOs, Engineers) to identify, create, validate, and/or present upselling and cross-selling opportunities, positioning Impact as a trusted advisor for long-term success.
- Stay updated on emerging technologies, industry trends, and best practices, sharing insights to help clients optimize IT investments and improve operational efficiency.
- Contribute to internal knowledge-sharing efforts by creating documentation and supporting team understanding of client environments and technical strategies.
Things We Are Looking For
- 5+ years of experience in technical Service Delivery, with MSP experience strongly preferred.
- Working knowledge in 2 or more of the following areas:
- Server Operating Systems (Windows, Linux)
- Directory Services (Microsoft Active Directory, Entra)
- Networking (routers, switches, TCP/IP, DNS, DHCP, VPN, NAT, OSI Layers)
- Microsoft 365 (Exchange Online, SharePoint, administration, licensing, Teams, Purview)
- Virtualization Technologies (VMware and Microsoft Hyper-V)
- Cybersecurity (EDR/MDR, Zero Trust, firewalls, email security, compliance)
- Endpoint Management (MDM, Intune, SCCM)
- Storage Solutions: (SAN, NAS, Shared storage, ISCSI, Fiber Channel.)
- Cloud Platforms and Services (Microsoft Azure)
- Database Administration (Microsoft SQL, MySQL, Oracle)
- Backup and Disaster Recovery (Datto, Veeam)
- Preferred knowledge in the following areas:
- MSP Tools and Platforms (N-Able, IT Glue, Halo)
- Security Solutions (KnowBe4, Cisco Umbrella, SentinelOne, Huntress, Proofpoint)
- Understanding of ITSM frameworks (ITIL, COBIT)
- Soft Skills
- Clear communication, translating technical concepts into business terms and risks and actively listening to client needs
- Trust building and effective collaboration with internal teams
- Proactive problem-solving, applying critical thinking to address challenges
- Time management, balancing priorities and meeting deadlines efficiently
- Education/Certifications
- Bachelor’s degree in computer science or equivalent work experience
- Certifications Preferred: Microsoft Azure, M365 or Windows, Cisco CCNA, Network+, Security+, VMware VCP, ITIL, Agile, DevOps
Why Join Us?
Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time.
At the heart of everything we do are our core values, which guide how we work, grow, and succeed together:
- Innovation: We embrace change because innovation lives outside the comfort zone.
- Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.
- Honesty: We are fiercely transparent and consistently honest.
- Fun: We fuel work with fun, knowing life's too short for boring.
- Low Ego: We champion ideas over titles, because brilliance knows no rank.
- One Team: We win as a team, we lose as a team, we are one team.
Benefits
#LI-Onsite
- Expected salary range of $90,000-$97,500 plus bonus eligibility
- 20 days of PTO plus 12+ paid holidays
- Flexible Sick Day Policy
- Paid Parental Leave
- Comprehensive Health, Disability Life, Dental and Vision Plans
- 401(K) discretionary match & retirement plans
- Continued education reimbursement
- On-going training & development opportunities
Join us at Impact, where your ideas matter, your growth is supported, and your work creates real change. Let’s build something incredible together!
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