Technical Account Manager

Impact is hiring a Technical Account Manager for our Nationally ranked Best and Brightest Workplace! u00A0 Impact is a leading national managed services provider, specializing in: IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support u2013with a driving focus to bring enterprise-level resources to the SMB and midmarket.

We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do. u00A0 Founded in 1999, Impact proudly remains privately-held and locally-owned, employing 800+ experts across 20+ US locations. Recognized for rapid growth and innovation, Impact has seen over a 20% annual growth rate, and championed a vibrant, employee-focused culture.

u00A0 Overview u00A0 The Technical Account Manager (TAM) is a trusted technical resource and relationship manager, responsible for managing relationships and delivering exceptional service to SMB-level clients. This role serves as the primary technical liaison, aligning IT services and solutions with the clientu
2019s operational goals while ensuring the stability, security, and performance of their systems. Leveraging technical and organizational knowledge, the TAM oversees lifecycle management, supports technical projects, and facilitates seamless transitions to steady-state support.
As a reliable partner, the TAM proactively identifies risks, recommends practical technical improvements, and ensures the implementation of solutions tailored to the customeru
2019s needs. They collaborate closely with internal teams and client stakeholders to resolve high-priority challenges, optimize IT environments and drive continuous improvement. This role requires strong communication skills, a customer-focused mindset, and the ability to build lasting relationships, positioning Impact as a long-term partner in achieving business success. u00A0 Watch the video below to learn more about our Managed IT division!

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How Impactu
2019s MIT and Cloud Solutions Help Businesses
Responsibilitiesu
00A0

• Serve as the primary technical point of contact for assigned clients, providing guidance, proactive support, and technical recommendations to ensure the success of their IT environments.
• Own and oversee the clientu
  2019s technical environment, including supported infrastructure, Impact-provided software, and security solutions, ensuring stability, performance, and alignment with operational goals.
• Act as an escalation resource, guiding the resolution of technical issues and leading root cause analyses and post-incident reviews, with actionable recommendations for improvement.
• Oversee technical deployments, ensuring deliverables meet agreed objectives, quality standards, and seamless transitions to steady-state support.
• Manage the lifecycle of client IT assets, including procurement, upgrades, and decommissioning, while monitoring warranties, licenses, and agreements for timely renewals.
• Collaborate with internal teams and stakeholders to ensure knowledge transfer, documentation, and alignment with business goals through tailored IT roadmaps.
• Proactively assess and monitor the clientu
  2019s IT environment for potential risks, such as aging hardware, unsupported software, or capacity constraints, and recommend solutions to mitigate them.
• Build and maintain trust-based client relationships, acting as a liaison to align technical solutions with business objectives and ensure seamless communication during projects and incidents.
• Participate in regular business reviews to share performance metrics, lifecycle plans, and opportunities for improvement or growth.
• Partner with internal teams (Sales, PMO, vCIOs, Engineers) to identify, create, validate, and/or present upselling and cross-selling opportunities, positioning Impact as a trusted advisor for long-term success.
• Stay updated on emerging technologies, industry trends, and best practices, sharing insights to help clients optimize IT investments and improve operational efficiency.
• Contribute to internal knowledge-sharing efforts by creating documentation and supporting team understanding of client environments and technical strategies.

• 5+ years of experience in technical Service Delivery, with MSP experience strongly preferred
• Demonstrated ability to oversee the complete lifecycle of managed IT solutions, including deployment, monitoring, maintenance, and continuous improvement in alignment with SLAs and client expectations
• Strong knowledge in 2 or more of the following areas:
  • Server Operating Systems (Windows, Linux)
  • Directory Services (Microsoft Active Directory, Entra)
  • Networking (routers, switches, TCP/IP, DNS, DHCP, VPN, NAT, OSI Layers)
  • Microsoft 365 (Exchange…