Manager, Technical Account Management

Impact Networking
Austin, IL
Job Description
Impact is hiring a Technical Account Management (TAM) Manager to lead a team of client-facing TAMs, delivering exceptional service and driving effective life cycle management of customer environments. The role involves team leadership, program strategy, client relationship management, and process improvement.

Requirements

  • 5-7 years in IT client-facing roles within an MSP or similar environment
  • 3+ years of experience managing technical engineers within a service delivery team
  • Proven success in driving client satisfaction and retention through strategic engagement
  • Strong understanding of IT infrastructure, managed services, and cybersecurity best practices
  • Ability to translate technical concepts into business value for non-technical stakeholders
  • Familiarity with PSA/RMM tools (e.g., HaloPSA, Knowbe4, N-central, Datto, etc.)
  • Excellent communication, leadership, and conflict resolution skills
  • Ability to manage priorities in a fast-paced, service-oriented environment
  • Strong customer service orientation and professional presence in client interactions
  • Bachelor's degree in Information Technology, or equivalent industry experience.
  • ITIL Foundation, or other relevant certifications are a plus

Benefits

  • 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
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