IT Technical Account Manager

About the role

Pacific Office Automation’s Technical Account Managers (TAMs) are responsible for managing an assigned portfolio of clients and serving as both a technical and consultative resource within our Managed IT Services division. TAMs work closely with internal teams—Sales Engineers, Helpdesk, Onboarding, and Project Delivery—to ensure clients effectively leverage, maintain, and evolve their IT environments. Our TAMs act as trusted advisors, aligning technology with business goals, driving IT strategy, and ensuring high levels of client satisfaction through proactive communication, planning, and relationship management.

Responsibilities

• Manage an assigned portfolio of clients, providing technical support and consulting services
• Work closely with internal teams to ensure clients effectively leverage, maintain, and evolve their IT environments
• Build and maintain strong client relationships through effective communication, planning, and relationship management
• Guide business leaders through complex IT decisions and reframe challenges into actionable solutions
• Present to C-level executives and conduct Technical Business Reviews (TBRs)
• Translate complex technical concepts into business language and develop technology roadmaps
• Analyze ROI for IT investments and justify costs
• Collaborate with cross-functional teams to address client needs and escalate issues as necessary
• Manage client escalations with composure and focus

Qualifications

• 5+ years of experience in Technical Account Management, vCIO, IT Director, or Senior IT Consultant
• Proven experience with IT budgeting, strategic planning, and technology roadmap development
• Experience presenting to C-level executives and conducting Technical Business Reviews (TBRs)
• Strong understanding of ROI analysis and cost-benefit justification for IT investments
• Deep knowledge of cloud and infrastructure technologies, including modern network, security, and collaboration platforms
• Strong aptitude for customer service and client retention
• Excellent verbal, written, and analytical communication skills
• Highly organized with the ability to manage multiple priorities effectively
• Ability to remain composed and focused under pressure while managing client escalations
• Collaborative mindset with the ability to work cross-functionally with technical and non-technical teams

Skills

• Emotional intelligence (EQ) and professional maturity
• Strategic thinking and IT strategy development
• Customer service and client retention
• Verbal, written, and analytical communication skills
• Organizational skills and multitasking abilities
• Composure and focus under pressure
• Collaborative teamwork

Benefits

• Medical, Dental, Vision, and Life Insurance
• 401(k) with company match
• Paid Time Off (Vacation, Sick Leave, Holidays)
• Monthly Car Allowance
• FSA/HSA Programs
• Company events, recognition trips, and a collaborative team environment