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
A Technical Account Manager (TAM) works closely with the MIT Service Delivery team to provide exceptional service across a range of industries. TAMs act as dedicated points of contact for clients, ensuring smooth communication and coordination between their organizations and our team. They possess in-depth technical expertise, working closely with clients to address challenges, provide effective solutions, and drive IT initiatives forward.
Responsibilities
- Serve as the primary point of contact for clients, providing technical guidance, support, and solutions that align with their business objectives.
- Own the onboarding and lifecycle management of multiple clients, including contract understanding, cloud environments, and network infrastructure.
- Lead internal and client-facing project meetings, including onboarding and periodic business reviews (PBRs), and ensure all follow-up tasks are completed.
- Understand clients' technical environments and provide recommendations for products and services that meet their evolving needs.
- Collaborate with sales and engineering teams to develop proposals, quotes, and project plans.
- Review SOWs to clarify client and Impact responsibilities, ensuring a smooth service delivery process.
- Provide technical support, troubleshooting, and issue resolution for clients, escalating to engineering teams as needed.
- Identify opportunities for upselling and cross-selling additional products and services to clients.
- Maintain accurate records of customer interactions, issues, and resolutions within ticketing system.
Things We Are Looking For
- 2+ years of hands-on technical experience in system administration, support, or engineering roles in Microsoft product stack (O365, Azure, Windows Server), networking, and/or cybersecurity tools.
- Technical Account Management or other client-facing professional working experience, preferred.
- Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders and present solutions to C-level executives and client leadership.
- Strong administration and troubleshooting experience with Microsoft Azure, O365, Active Directory, virtualization platforms (VMware, Hyper-V), and/or general networking (DNS, DHCP, VOIP, VPN, firewall management).
- Fundamental understanding of cybersecurity concepts such as email filtering solutions (e.g., Proofpoint, Cisco Umbrella) and security platforms like KnowBe4 and MDR/EDR.
- Practical exposure to MSP tools such as RMM platforms, ticketing systems, and PSA software (i.e. Halo), preferred.
- Strong knowledge of cloud infrastructure and networking, with experience working in environments that leverage virtualization, shared storage (SAN/NAS), and hybrid IT solutions.
- Demonstrated ability to lead technical projects, perform troubleshooting and issue resolution, and work collaboratively with internal teams in a fast-paced MSP environment.
Why Join Us?
At Impact, we’re more than just a workplace—we’re a community driven by values that inspire innovation, collaboration, and purpose. Here’s what defines us:
- 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.
- Expected salary range of $85,000-$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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