Technical Account Manager (Sales Enablement)

Job Title: Technical Account Manager – Sales Focused – Client Facing

Location: HQ Employment Type: Full-Time

Reports to: COO Department: Sales

Job Summary: The Technical Account Manager (TAM) serves as the primary technical relationship manager for assigned client accounts. The role bridges the gap between Engineering, Service Delivery, Customer Success, and the client by ensuring clients receive proactive technical guidance, visibility into their technology environment, and accountability for technical recommendations.

The TAM is responsible for reviewing client environments, identifying risks, tracking technology improvement opportunities, coordinating technical follow-up, and helping clients understand the business impact of technology decisions. The TAM acts as a trusted technical advisor but does not replace Engineering, Project Management, Sales, Customer Success, or the vCIO.

· Serve as the primary technical advisor for assigned client accounts.

· Develop and maintain strong relationships with client technology stakeholders.

· Maintain a thorough understanding of client environments, business priorities, technology roadmaps, and operational risks.

· Act as the technical liaison between clients and Infinit teams.

· Ensure client environments align with Infinit technical standards and best practices.

· Own the overall technical health of assigned accounts.

· Conduct Quarterly Technical Reviews (QTRs) and other recurring technical account reviews.

· Review infrastructure, cybersecurity, backup, disaster recovery, documentation, asset lifecycle, and operational health.

· Analyze assessment findings from internal tools, reports, and audits.

· Translate technical findings into clear business-focused recommendations.

· Prepare and present technical review materials for client meetings.

· Identify security, operational, compliance, lifecycle, backup, and business continuity risks.

· Document technical risks and recommendations appropriately.

· Collaborate with Engineering and leadership to develop remediation plans.

· Track remediation efforts through completion or documented client acceptance of risk.

· Escalate significant risks to leadership and the vCIO as appropriate.

· Identify opportunities to improve client environments through infrastructure modernization, cybersecurity enhancements, cloud adoption, automation, and lifecycle management.

· Recommend hardware refreshes, software improvements, and strategic technology investments.

· Partner with Engineering, Sales, and Presales teams to develop proposed solutions.

· Ensure opportunities are documented, qualified, and handed off for scoping and quoting.

· Track recommendations and initiatives through completion.

· Coordinate follow-up activities across Service Desk, Engineering, Projects, Procurement, and Customer Success teams.

· Ensure technical commitments made to clients are completed.

· Maintain visibility into open technical initiatives and project dependencies.

· Reduce communication gaps and improve accountability across teams.

· Support successful execution of client technology initiatives and roadmaps.

· Review documentation quality, accuracy, and completeness.

· Identify and address documentation gaps.

· Promote adherence to Infinit standards for:

o Cybersecurity

o Backup & Disaster Recovery

o Asset Management

o Lifecycle Management

o Network Architecture & Standards

o Documentation Standards

· Ensure client environments remain aligned with established operational and technical standards.

· Client satisfaction ownership

· Executive relationship management

· Service escalation communications

· Client advocacy

· Relationship health management

· Sales ownership

· Quoting ownership

· Renewals

· Technology strategy

· Multi-year technology roadmaps

· IT budgeting

· Technology forecasting

· Digital transformation planning

· Executive strategic consulting

· Risk acceptance decisions

· Technical implementation

· Project delivery

· Infrastructure design

· Ticket execution

· Technical troubleshooting

The TAM will be measured on:

· Risk remediation completion rates

· Standards compliance improvement

· Documentation completeness

· Asset lifecycle management adherence

· Quarterly review completion rate

· Follow-up task completion rate

· Recommendation tracking accuracy

· Technical assessment completion

· Opportunities identified

· Opportunities successfully handed off

· Technical debt reduction

· Client adoption of recommendations

· Meeting completion rate

· Client responsiveness

· Technical relationship strength

· Renewal support contribution

· MSP experience

· 3-5+ years of experience in an MSP, IT consulting, systems administration, engineering, or technical account management role.

· Strong understanding of:

o Microsoft 365

o Networking

o Servers and Infrastructure

o Cybersecurity

o Backup and Disaster Recovery

o Cloud Platforms

· Excellent communication and client-facing skills.

· Ability to translate technical concepts into business language.

· ConnectWise experience

· IT Glue experience

· ScalePad or lifecycle management experience

· Microsoft, Cisco, CompTIA, or equivalent certifications

Benefits:

· Competitive salary range ($70,000-$80,000) + Net-New Business Commission

· Quarterly bonus when metrics exceeded

· Benefits package

· Opportunities for professional development and certification reimbursement.

Infinit Technology Solutions | www.infint-tech.com | 877-825-8340 (Toll Free)

7037 Fly Rd. | East Syracuse, NY 13057 | 315-432-1323 (Corporate Office)

201 Main Street | East Rochester, NY 14445 | 585-425-0668 (Rochester Office)