Technical Account Manager

Description Position Summary The Technical Account Manager is responsible for the overall technical success of clients within an assigned client group and is ultimately accountable for ensuring the right technical resources come together to produce the right outcome for the client. This role provides technical leadership to Client Engineers, owns complex escalations, maintains technology standards, coordinates and manages technical projects, and ensures client environments are reliable, supportable, secure, and aligned with organizational standards. The Technical Account Manager serves as the senior technical resource for the client group while enabling Client Engineers to remain the primary day-to-day technical face for client employees. The Technical Account Manager will also be a client engineer to larger clients that are in the assigned client group. The Technical Account Manager's success is measured not by the number of tickets personally resolved, but by the performance of the client group as a whole, including client satisfaction, technical quality, response and resolution performance, project execution, standardization, and reduction of recurring issues. FLSA Status: Exempt This role can be located in Hutchinson, McPherson, Great Bend, Wichita or a nearby surrounding community in Kansas. Requirements Major Duties and Core Responsibilities Technical Leadership & Escalations Create an assigned client group capable of resolving issues quickly without becoming dependent on the Technical Manager for every complex problem. Serve as the senior technical escalation point for Client Engineers and Help Desk EngineersAssist with complex server, network, infrastructure, Microsoft 365, and client-specific issuesEnsure escalated issues continue moving toward resolution and do not stall between teamsCoordinate additional technical resources when an issue requires expertise outside the assigned client groupLead technical response for significant client-impacting incidents when appropriateIdentify root causes of recurring or significant technical issuesCoach engineers through escalations rather than simply taking over every difficult ticket Client Technology Standards Make client environments increasingly predictable, supportable, secure, and efficient. Own adherence to established technology standards across assigned clientsIdentify deviations from standards and develop plans to remediate themWork with Proactive Services to identify infrastructure, backup, patching, security, monitoring, and lifecycle concernsReview recurring issues and recommend permanent corrective actionsEnsure technical documentation is accurate and sufficient for Help Desk and Client Engineering teamsIdentify opportunities for standardization, automation, and technical improvement Client Engineer Leadership Build highly capable Client Engineers who can confidently own their client relationships and environments. Provide technical direction, mentoring, and coaching to Client EngineersHelp Client Engineers develop deeper knowledge of their assigned clientsEnsure Client Engineers understand client environments, priorities, and expectationsBe the client engineer for larger clients, owning the relationshipAssist with workload prioritization and resource allocationReview technical quality and reinforce engineering standardsDevelop engineers so more issues can be resolved without senior-level escalation Project Management & Implementation Deliver projects correctly, predictably, and with minimal disruption to the client. Own technical coordination and delivery of projects within the assigned client groupDefine technical requirements, scope, dependencies, and implementation plansDetermine which work can be completed by Client Engineers and where additional engineering resources are requiredCoordinate project schedules with clients, Service Coordination, vendors, and internal resourcesProvide technical leadership during implementationsEnsure projects meet organizational standards before being considered completeConfirm documentation and support handoff are completed following implementation Examples May Include Server replacements and migrationsNetwork and firewall upgradesMicrosoft 365 projectsInfrastructure refreshesNew location deploymentsHardware implementationsCloud migrationsClient onboarding and standardization projects Client Group Health & Continuous Improvement The Technical Account Manager should maintain a holistic view of the health of every client in the assigned group. Work across Help Desk, Client Engineering, Proactive Services, and Consulting to address identified concerns. Fix tomorrow's problems before they become tomorrow's tickets. Regularly Review Recurring tickets and problem trendsAging and escalated ticketsInfrastructure concernsBackup and recovery concerns identified by Proactive ServicesSecurity concerns identified by Proactive ServicesDocumentation qualityTechnical debtHardware and infrastructure lifecycleProjects and upcoming changesClient-specific risksOpportunities to reduce future support demand Desired Skills, Abilities And Characteristics Has broad experience with servers, networking, Microsoft 365, cloud, security, and general IT infrastructureCan troubleshoot complex technical problems without needing to personally perform every taskComfortable leading technical projectsCan prioritize multiple clients, projects, escalations, and competing demandsCommunicates effectively with engineers, clients, vendors, and leadershipUnderstands the importance of standards and documentationCoaches and develops other engineersThinks proactively rather than simply reacting to problemsTakes ownership of outcomesMaintains a strong customer-service mindset Working Conditions Adams Brown Technology Specialists, LLC. promotes a flexible work environment with a deep commitment to technology and modern work arrangements. Our office is open from 8:00 am - 5:00 pm Monday through Friday. We are closed on major holidays, offer substantial paid-time-off, a comprehensive benefit package, competitive pay structure, and a culture of growth, clarity, and respect. Additional hours and travel may be required. Travel to client offices does not typically require overnight stays. Possible on call duties, with extended hours. Adams Brown Technology Specialists is an Equal Opportunity Employer.