Description

Technical Account Manager (TAM)

HIGHLIGHTS
Location: Tucson, AZ (Onsite/Hybrid)
Position Type:Direct Hire
Hourly: BOE
Residency Status: US Citizen or Green Card Holder ONLY

Overview:

The Technical Account Manager (TAM) is a strategic role that encompasses managing client accounts, fostering relationships, and driving sales initiatives that benefit the client. As a TAM, you are the liaison between our client and their clients, helping our clients understand how technology can impact and benefit their business.

The successful TAM will be responsible for harnessing the power of our client's service offering to deliver innovative solutions to our clients and working collaboratively across the organization to develop and maintain successful service delivery and client retention. The TAM must be a creative and strategic thinker, who has strong interpersonal skills, both oral and written. You must also be a problem solver, ready to tackle an issue or answer a question in support of their clients. Additionally, you should be highly organized and able to thrive in a high volume, fast-paced and team-oriented environment, as well as have a technical acumen for IT services and IT sales.

Expectations/Responsibilities:

• Manage a book of business consisting of assigned accounts and clients. This includes but is not limited to owning the overall relationship with assigned clients, being responsible for total client experience, and serving as primary liaison.
• Become a trusted advisor for assigned clients on how to best leverage our client and when to introduce appropriate client service and/or partner resources, including yearly IT budgets and planning meetings to document recommended projects and hardware.
• Act as the subject matter expert for clients regarding our client's products and services to identify upsell, cross-sell, and renewal opportunities within assigned accounts.
• Research and prepare quotes for hardware and IT projects.
• Work at a high level within assigned accounts, developing and maintaining effective working relationships with client Owner/Manager/Directors, as well as any key partners or system integrators involved in their designated accounts.
• Engage with clients to understand their business goals and objectives and the plans in place to attain those.
• Monitor key risk indicators, scheduling time with clients and understanding their ongoing expectations are paramount to long-term satisfaction and retention.
• Communicate and coordinate with the Business Development team and Technical team to provide a smooth and successful transition for onboarding clients.
• Report on client performance, including but not limited to New Account Transition, Risk Identification, Escalation Resolution, Special Projects, and overall satisfaction.

Requirements:

• Positive attitude and demeanor, adding to the culture of the team
• High standards for accuracy
• Assertive, persistent, persuasive, and able to provide solutions to complex problems with minimal supervision
• Ability to work independently in a timely and effective manner to meet individual and team goals, high energy, self-starter
• Strong decision-making abilities, strong moral compass
• Professional, friendly phone skills, computer skills including MS Office (Word, Excel, PowerPoint)
• Energetic professional with a high level of integrity, who can adapt to new situations quickly and stay current with trends in an ever-evolving industry
• Coachable, able to implement feedback, and dedicated to consistent self-improvement and knowledge of the MSP industry
• Confidence to overcome objections and convert interest into qualified opportunities
• Strong business and technical acumen for IT and curiosity about the client's business
• Willingness to learn, adapt and expand skillset in a constantly changing environment
• Uphold our client's terms and conditions, standards, relevancy, mission statement and company values
• Positive attitude and a drive to win with resilience and the ability to overcome objections

Minimum Requirements:

• Bachelor's Degree or 3+ years in a related role with a proven track record of consistent quota/goal attainment
• A technical seller who has experience with business-to-business sales and working with C-level decision makers
• MSP background managing multi-client environments (context switching, variety of stacks).
• Former technician who moved into sales/account management is ideal;must explain technical concepts clearly and tie to business outcomes.
  Alternates considered: software sales with SMB experience and end-to-end implementation lifecycle exposure (not pure enterprise-only backgrounds like selling into Macy's/Home Depot)
• Resilient, optimistic, low-ego, team-oriented;strong cultural alignment with values.
• Technical preferences: Hands-on familiarity with managed services environments;credibility discussing networks, security (e.G., firewalls), migrations, office moves, etc. Certifications a plus.
• Professionalism in appearance and written and verbal communication
• A solid culture fit, meeting our company's core values
• Strong teamwork mentality

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