Technical Account Manager (TAM)

Key responsibilities

• Own and nurture strategic relationships for assigned client accounts, acting as the primary point of contact
• Build and maintain relationships with client leadership and operations teams, understanding their goals, challenges, and environments
• Conduct regular check-ins and maintain ongoing engagement with clients
• Prepare and lead quarterly business reviews (QBRs), covering support trends, security updates, risks, Microsoft 365 optimization, licensing, infrastructure planning, and CubX updates
• Translate technical concepts into business language for diverse stakeholders, including executives
• Manage escalations and coordinate communications across support, engineering, projects, and leadership teams
• Provide proactive updates during incidents and educate clients on Microsoft 365 technologies (Teams, SharePoint, OneDrive, Intune, Defender, Copilot, Power Automate, Teams Phone)
• Identify opportunities for productivity and security improvements, helping clients maximize their Microsoft investments
• Drive adoption of CubX platform capabilities, workflows, and best practices
• Gather client feedback and advocate for security-first standards
• Monitor account health, recurring issues, and trends, recommending process and technology improvements
• Assist with lifecycle planning, modernization, onboarding, expansions, and infrastructure upgrades
• Participate in internal account reviews and maintain accurate account documentation

Requirements

• 2+ years of experience in a client-facing account management role within an MSP or IT services environment
• Prior experience working for a managed service provider (MSP)
• Working knowledge of Microsoft 365 administration and core services
• General understanding of modern IT operations in cloud-forward/serverless environments
• Experience communicating technical concepts to both technical and non-technical stakeholders, including executives
• Fluent English
• Ability to travel for occasional in-person client meetings (estimated 25-50%)
• Occasional after-hours availability and responsiveness for client needs

Preferred Qualifications

• Experience leading client meetings such as regular check-ins and quarterly business reviews (QBRs)
• Experience managing customer escalations and coordinating incident communications
• Experience with Microsoft Intune and endpoint management
• Experience with Microsoft security tooling such as Microsoft Defender
• Experience supporting healthcare IT environments