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Technical Account Manager

2 months ago

Appleton, Wisconsin, United States Impact Networking Full time
Impact Networking: A Leader in Managed IT Services

We are seeking a highly skilled Technical Account Manager to join our team at Impact Networking. As a Technical Account Manager, you will play a critical role in delivering exceptional service to our clients, ensuring their IT needs are met and exceeded.

Key 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.
What We Offer:
  • 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