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Technical Account Manager

2 months ago

Chicago, Illinois, United States Impact Networking Full time
Job Title: Technical Account Manager About the Role: Impact Networking is seeking a skilled Technical Account Manager to join our team. As a Technical Account Manager, you will work closely with our clients to provide exceptional service and support, ensuring their IT needs are met and exceeded. Responsibilities: * Serve as the primary point of contact for clients, providing technical guidance and support to align with their business objectives. * Own the onboarding and lifecycle management of multiple clients, including contract understanding and technical environment management. * Lead internal and client-facing project meetings, including onboarding and periodic business reviews, 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 our 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 * Ongoing training & development opportunities Language: English