Technical Account Manager

Job Description

Job Description

The Technical Account Manager (TAM) will have a strong technical background, exceptional communication skills, and a passion for delivering outstanding customer service. As a TAM, you will work closely with designated clients to understand their business needs, design tailored technical solutions, and ensure the successful implementation and ongoing support of our products and services. This role works in-office with other resources in the business to ensure continuous learning, enhanced collaboration, and to aid in the speed of issue resolution for clients. Hybrid work hours may be available based on manager discretion. This role may also be assigned additional initiatives and projects as needed. The Technical Account Manager reports to the VP, Client Success.

Supervisory Responsibilities:

• No direct reports but provides guidance to internal teams as needed.

Duties/Responsibilities:

Technical Account Management:

• Serve as the primary technical liaison for assigned clients, building strong, long-term relationships. Assist other clients on an ad hoc basis, ensuring their technical needs are addressed by other company resources.
• Understand clients' business objectives and technical needs to provide strategic guidance.
• Set and manage client expectations according to Visory's SLAs and capabilities.
• Proactively identify and address potential issues to ensure high levels of client satisfaction.
• Uncover unknown needs through active listening, consultative questioning, and education of clients on industry trends, regulatory changes, and best practices.
• Provide quarterly readouts on the top 3-5 accounts you are assigned including current state, risks, opportunities, revenue growth projections and your strategic recommendations.
• Work with Client Relations Managers to solicit new business opportunities from existing Visory clients for replacement of existing equipment and improvement of IT environment.
• Work with the Sales Team as a technical resource on strategic deals to assess business needs and translate those into technical specifications.
• Build trusted advisor relationships with client stakeholders to guide strategic technology planning and solution design.
• Design solutions using the Visory portfolio of services, including Azure and Private Cloud solutions, Microsoft 365, Entra ID (Azure AD), and DLP/Data Classification.
• Lead discovery and design engagements focused on Modern Work enablement, conditional access, MFA policies, and role-based access controls.
• Draft, or assist with the drafting of, presentations, documentation, and materials that explain products and services to customers.
• Communicate customer feedback and perspectives to the appropriate teams to be considered in product strategy.
• Collaborate with subject matter experts from across the organization for custom designs outside of our standard product and services portfolio.
• Join client business reviews, standing meetings, and other client-facing meetings as needed.
• Work with the Project and Implementation Team Manager and assigned Project Engineer to complete SOW.
• Provide technical support to Procurement as needed (e.g., new PC specifications).
• Provide on-site client support when required.
• Ensure technical solutions align with security and regulatory compliance requirements in Wealth Management, Accounting, and Construction industries.

Cross-Departmental Collaboration:

• Work closely with Service Operations, Sales, Product Management, Project Management, and Support teams to align client requirements with company capabilities.
• Advocate for client needs within the organization to ensure Visory delivery on commitments and to influence product development and feature prioritization.
• Act as a bridge between technical and non-technical stakeholders to facilitate effective communication.

Technical Support & Escalation Management:

• Diagnose and coordinate issue resolution for service, onboarding, and project-related technical challenges, ensuring timely escalation and resolution for assigned accounts.
• Manage needed escalation of critical issues, coordinating with internal teams to deliver effective solutions.
• Provide proactive diagnostic support and troubleshooting for complex technical issues, ensuring a timely resolution.
• Develop and maintain deep product knowledge to assist clients with technical questions and best practices.

Continuous Improvement:

• Stay updated on industry trends, emerging technologies, and competitive products to provide informed recommendations.
• Gather and analyze client feedback to contribute to the continuous improvement of products and services.
• Participate in ongoing training and professional development to maintain technical and sales expertise.

Required Skills/Abilities:


• Strong technical background with expertise in cybersecurity frameworks (e.g., NIST, SEC compliance) and IT requirements for Wealth Management, Accounting, or Construction sectors.
• Excellent problem-solving skills and the ability to work calmly under pressure.
• Outstanding communication and interpersonal skills with a customer-centric attitude.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Experience with ConnectWise (PSA) and N-Able (RMM) for client environment management is preferred.

Education and Experience:

• Bachelor's degree in Information Technology, or related field (or equivalent experience).
• 2+ years of experience in Technical Account Management, Solution Engineering, or similar client-facing technical role.
• Demonstrated knowledge of general networking and security principles and practices required.
• Experience with Windows Servers, Desktops, Laptops, Mac and iOS.
• Experience with network configuration and troubleshooting.
• Experience with Microsoft Azure, 365, and cloud services management platforms.
• Experience with Microsoft Active Directory services, including Group Policy, MDM, MAM and Data Classification.
• Experience with data and mail migrations from various sources.
• Experience integrating Microsoft security stack components (Entra, Intune, Purview) into client environments.
• 2+ years of cloud infrastructure solution experience, both private and public cloud, Microsoft Azure preferred.

Physical Requirements:

• This position may require periodic travel to client sites.
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.