Technical Account Manager

Responsibilities

We think globally, and act locally. As a Managed Services Provider, Synoptek provides world‑class strategic IT leadership and hyper‑efficient IT operational support, enabling our global client base to grow and transform their businesses. We are excited to have experienced continuous growth and, in keeping with that momentum, we are seeking to add talent to our team

When you partner with Synoptek, you engage with an ever‑growing, ever‑evolving IT organization that provides a high‑caliber team, results growth, and clarity.

This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company‑sponsored events and an invested culture of learning.

The Technical Account Manager (TAM) serves as the primary owner of assigned client relationships and strategic partnerships. This role operates at the intersection of client engagement, technical leadership, and operational execution. The TAM acts as a trusted technical advisor and day‑to‑day engagement lead, ensuring Synoptek’s Managed Services are delivered with quality, accountability, and continuous improvement. While an individual contributor, this role exercises broad influence across service delivery teams, represents the client internally, and provides senior‑level guidance to drive stable operations, measurable outcomes, and long‑term value.

This role supports clients during U.S. business hours.

• Builds trusted, long‑term client relationships and serves as the primary technical relationship partner.
• Owns service delivery outcomes by establishing operating cadence, driving accountability, and improving program performance over time.
• Leads cross‑functional execution across Managed Services and Professional Services by aligning milestones, dependencies, and resources.
• Partners with Service Delivery leadership to lead high‑impact client conversations, including escalations, expectation resets, and recovery planning.

• Translates technical realities into clear, business‑aligned decisions tied to client outcomes.
• Establishes and maintains a single source of truth for service status, risks, and next actions.
• Aligns internal teams on priorities and commitments and communicates externally with clarity and precision.
• Partners with Finance on SKU alignment, billing issues, change orders, and credit requests.

• Owns the service governance model for assigned accounts, including cadence, agendas, action tracking, and escalation paths.
• Diagnoses root causes and drives optimization initiatives in partnership with Service Delivery teams.
• Anticipates client needs through proactive planning and ensures corrective actions are implemented and validated.
• Serves as the first point of contact for escalations, problem management, and resolution.
• Manages the change order lifecycle, including documentation, approvals, CRM updates, and coordination with internal teams.
• Tracks service health using defined KPIs, surfaces risks early, and drives measurable improvements in reliability and client experience.
• Prepares and delivers operational and strategic content for Technology Business Reviews (TBRs) with Account Managers and executive stakeholders.

• Demonstrates broad technical depth across enterprise infrastructure, cloud platforms, cybersecurity, data architectures, and emerging technologies.
• Applies hands‑on experience with system implementation, integration, and troubleshooting across diverse client environments.
• Provides consultative guidance by translating business goals into actionable technology recommendations with clear scope, priorities, and success criteria.
• Applies working knowledge of regulatory and compliance frameworks (e.g., HIPAA, GDPR) to define operational controls and…