Senior Technical Account Manager

Description

Impact is hiring a Senior Technical Account Manager to join our Nationally ranked Best and Brightest Workplace!

Impact is a leading national managed services provider, specializing in: IT & Cloud, Cybersecurity, Digital Transformation & AI, Integrated Marketing, and Print & Document Management. Our partnerships are defined by thoughtful business strategy, solutions architecture, technology deployment, and ongoing support –with a driving focus to bring enterprise-level resources to the SMB and midmarket. We are committed to customer-centric excellence, delivering tailored solutions that enhance client value and drive sustainable growth. Join our team of experts and be part of an innovative culture that puts customers at the heart of everything we do.

Founded in 1999, Impact proudly remains privately-held and locally-owned, employing 900 experts across 23 US locations. Recognized for rapid growth and innovation, Impact has seen a 27% annual growth rate, and championed a vibrant, employee-focused culture.

Overview

As a Senior TAM, you will play a critical role in delivering strategic guidance and technical expertise to our clients. You will be the trusted advisor for our clients' IT environments, ensuring alignment with their business objectives while delivering superior service. Senior TAMs manage complex IT solutions, lead client initiatives, and drive business growth through in-depth technical knowledge and proactive service delivery.

Watch the video below to learn more about our Managed IT division!



How Impact’s MIT and Cloud Solutions Help Businesses

Responsibilities

• Act as the senior technical advisor for clients, managing complex technical issues and providing high-level recommendations that align with their business goals.
• Lead onboarding and lifecycle management of multiple clients, ensuring full implementation and adoption of Impact’s product stack and services.
• Drive Periodic Business Reviews (PBRs) and strategic planning sessions with C-level executives, identifying opportunities for long-term IT roadmap development and growth.
• Collaborate closely with vCIOs, engineering, and sales teams to deliver comprehensive proposals, project plans, and solutions that meet client needs.
• Create and manage complex project plans, including scoping, timelines, and resource allocation for large-scale client engagements.
• Provide advanced technical troubleshooting, support, and escalation for client issues, working seamlessly with internal technical teams.
• Identify and lead upselling and cross-selling initiatives, working with sales teams to align solutions with client objectives and close deals.
• Oversee the development and presentation of KPIs and technical metrics, ensuring clients have a clear understanding of the performance and impact of their IT solutions.
• Maintain detailed and accurate documentation of all client interactions, issue resolutions, and project milestones within ticketing system.
• Stay current on industry trends, best practices, and emerging technologies, sharing insights with clients and internal teams to maintain a competitive edge.
• Ensure adherence to ITSM/ITIL standards and security best practices in all client environments, providing expert guidance on compliance and risk mitigation.
  
  
  

Things We Are Looking For

• 5 years of experience in service delivery and client management, ideally in technical account management, service leadership, or network/systems engineering, with a proven track record of successfully managing enterprise-scale clients and complex technical environments.
• 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.
• Hands-on technical experience installing, configuring, and managing enterprise-grade product stacks, including cloud infrastructure (Azure), virtualization (VMware, Hyper-V), and networking.
• Extensive knowledge of Microsoft Office 365, Azure, Intune, Windows Server, Active Directory, DNS, DHCP, VMware, and virtualization/storage solutions like SAN/NAS.
• Comprehensive understanding of security frameworks and tools, such as MDR/EDR platforms (Sentinel One, CrowdStrike), email filtering solutions (Proofpoint), multi-factor authentication (Duo, Windows MFA), and advanced threat detection (Cisco Umbrella, Meraki).
• Proven experience managing complex technical projects, collaborating with PMO to define scope, timelines, and deliverables for client engagements.
• Experience in conducting strategic reviews (QBRs/PBRs) with executive-level stakeholders, driving consensus on IT strategies, risk mitigation, and technology roadmaps.
• Familiarity with ITSM/ITIL frameworks and best practices for managing service delivery and client support.
• Demonstrated ability to build strong client relationships, fostering trust through empathy, communication, and problem-solving skills.
  
  
  

Why Join Us?

At Impact, we’re more than just a workplace—we’re a community driven by values that inspire innovation, collaboration, and purpose. Here’s what defines us:

• Innovation: We embrace change because innovation lives outside the comfort zone.
• Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.
• Honesty: We are fiercely transparent and consistently honest.
• Fun: We fuel work with fun, knowing life's too short for boring.
• Low Ego: We champion ideas over titles, because brilliance knows no rank.
• One Team: We win as a team, we lose as a team, we are one team.
  
  
  

Benefits

• Expected salary range of $100,000-$115,000 plus bonus eligibility
• 20 days of PTO plus 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
  
  
  

Join us at Impact, where your ideas matter, your growth is supported, and your work creates real change. Let’s build something incredible together!