Technical Account Manager

The Technical Account Manager (TAM) is a newly created, strategic service delivery role  TAM establishes clear operational accountability to ensure what we sell is delivered consistently, predictably, and s role bridges the gap between our Technology Directors (who own IT strategy) and our Customer Success Managers (who own client relationships), serving as the day-to-day operational owner at the account level.

The TAM will provide a single point of accountability that prevents delivery drift and protects client satisfaction before issues materialize into escalations, CSAT erosion, or renewal risk.

As client complexity and account count grows, a dedicated operational layer is required to:

• Ensure SLA achievement and delivery execution do not fall through the cracks between Service Desk, NOC, SOC, and Professional Services.
• Free our Account Managers (AMs) to focus on relationships, renewals, and expansion — without being burdened by day-to-day delivery coordination.
• Surface systemic delivery issues early — before they become visible to the client as negative experiences.
• Convert Technology Director roadmaps and client success commitments into coordinated operational action.
• Support Aldridge's 2026 goal of achieving CSAT of 98 and NPS of 50+ while growing Net retention to 110%.
• Operational Ownership of Service Delivery
• Own day-to-day service delivery execution across Service Desk, NOC, SOC, and Professional Services for assigned client accounts.
• Ensure SLAs, ticket aging, and all client delivery commitments are met consistently and predictably.
• Serve as the single point of accountability for delivery outcomes at the account level.
• Coordinate across internal delivery teams to resolve delivery conflicts, prioritize work, and manage escalations.
• Track and manage open tickets, aging items, and recurring issues for assigned accounts — intervening proactively before client dissatisfaction.
• Bridging Strategy to Execution
• Translate Technology Director (TD) roadmaps and IT strategies into coordinated operational action plans.
• Ensure client success commitments made by Customer Success Managers are operationally backed and deliverable.
• Prevent delivery drift by maintaining alignment between what is promised commercially and what is executed technically.
• Participate selectively in Quarterly Business Reviews (QBRs) to provide delivery context and operational accountability.
• Client Risk Management & Early Warning
• Proactively monitor delivery patterns, service trends, and ticket data for assigned accounts to surface systemic issues before they escalate.
• Identify patterns indicating delivery risk — including recurring incident types, missed SLAs, aging tickets, or user experience degradation — and initiate corrective action.
• Act as an early warning system for CSAT erosion, renewal risk, or client dissatisfaction that may not yet be visible in formal metrics.
• Maintain current awareness of all material changes and activities within each assigned client environment.
• Cross-Functional Coordination
• Work closely with CSMs to ensure operational ownership is clearly separated from the commercial relationship — enabling AMs to stay focused on growth and retention.
• Collaborate with Technology Directors on IT roadmap execution and lifecycle management.
• Partner with Service Desk management, NOC, SOC, and Professional Services leads to coordinate delivery across the full service stack.
• Contribute to near‑term opportunity identification — recommending structured improvements to client IT environments and user experience.
• Participate selectively in high- and mid-value new logo deal presentations when operational credibility is a key client decision factor.
• Metrics, Reporting & Continuous Improvement
• Track and report on key delivery KPIs for assigned accounts: SLA performance, CSAT, ticket aging, escalation frequency, and resolution time.
• Leverage Bright Gauge and Connect Wise (CW Manage) reporting to monitor delivery health and drive proactive manager involvement.
• Contribute feedback to service workflows, QA processes, and operational playbooks to improve the client experience at scale.
• Support the development and operationalization of Service Level Objectives (SLOs) for assigned accounts.