Technical Account Manager

Impact Networking - Madison, WI

Full-time - Mid Level

Madison, WI

Merchant Wholesalers, Durable Goods

About the position

The Technical Account Manager (TAM) at Impact Networking serves as a dedicated point of contact for clients, ensuring effective communication and coordination between clients and the MIT Service Delivery team. This role involves leveraging technical expertise to address client challenges, provide solutions, and drive IT initiatives across various industries. The TAM is responsible for onboarding clients, managing their lifecycle, and collaborating with internal teams to deliver exceptional service and support.

Responsibilities

• Serve as the primary point of contact for clients, providing technical guidance, support, and solutions that align with their business objectives.
• Own the onboarding and lifecycle management of multiple clients, including contract understanding, cloud environments, and network infrastructure.
• Lead internal and client-facing project meetings, including onboarding and periodic business reviews (PBRs), and ensure all follow-up tasks are completed.
• Understand clients' technical environments and provide recommendations for products and services that meet their evolving needs.
• Collaborate with sales and engineering teams to develop proposals, quotes, and project plans.
• Review SOWs to clarify client and Impact responsibilities, ensuring a smooth service delivery process.
• Provide technical support, troubleshooting, and issue resolution for clients, escalating to engineering teams as needed.
• Identify opportunities for upselling and cross-selling additional products and services to clients.
• Maintain accurate records of customer interactions, issues, and resolutions within ticketing system.

Requirements

• 2+ years of hands-on technical experience in system administration, support, or engineering roles in Microsoft product stack (O365, Azure, Windows Server), networking, and/or cybersecurity tools.
• Technical Account Management or other client-facing professional working experience, preferred.
• Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders and present solutions to C-level executives and client leadership.
• Strong administration and troubleshooting experience with Microsoft Azure, O365, Active Directory, virtualization platforms (VMware, Hyper-V), and/or general networking (DNS, DHCP, VOIP, VPN, firewall management).
• Fundamental understanding of cybersecurity concepts such as email filtering solutions (e.g., Proofpoint, Cisco Umbrella) and security platforms like KnowBe4 and MDR/EDR.
• Practical exposure to MSP tools such as RMM platforms, ticketing systems, and PSA software (i.e. Halo), preferred.
• Strong knowledge of cloud infrastructure and networking, with experience working in environments that leverage virtualization, shared storage (SAN/NAS), and hybrid IT solutions.
• Demonstrated ability to lead technical projects, perform troubleshooting and issue resolution, and work collaboratively with internal teams in a fast-paced MSP environment.

Nice-to-haves

• Technical Account Management experience
• Experience with MSP tools such as RMM platforms, ticketing systems, and PSA software (i.e. Halo)

Benefits

• 20 days of PTO
• 12+ paid holidays
• Flexible Sick Day Policy
• Paid Parental Leave
• Comprehensive Health, Disability Life, Dental and Vision Plans
• 401(K) discretionary match & retirement plans
• Continued education reimbursement
• On-going training & development opportunities