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Manager, Technical Account Management
Manager, Technical Account ManagementImpact Networking • Bolingbrook, IL, US
Manager, Technical Account Management

Manager, Technical Account Management

Impact Networking • Bolingbrook, IL, US
1 day ago
Job type
  • Full-time
Job description

Job Description

Job Description

Impact is hiring a Technical Account Management (TAM) Manager for 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 800+ experts across 20+ US locations. Recognized for rapid growth and innovation, Impact has seen over a 20% annual growth rate, and championed a vibrant, employee-focused culture.

Overview

Join a high-performing Managed Services Provider (MSP) as the Technical Account Management (TAM) Manager, where you will lead a team of client-facing TAMs dedicated to delivering exceptional service and driving effective life cycle management of customer environments. This role provides the opportunity to scale and mature the TAM program, enhance client satisfaction, and ensure consistency in service delivery across onboarding, maintenance, and technology evolution phases. As a leader within the Service Delivery organization, you will help improve client retention, ensure operational alignment, and support long-term customer value through proactive oversight and engagement.

The TAM Manager is not a remote or hybrid role and is required to be on-site at an Impact location.

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

How Impact’s MIT and Cloud Solutions Help Businesses

Responsibilities

Team Leadership & Development

  • Lead, mentor, and coach the TAM team to meet performance, engagement, and development goals
  • Manage hiring, onboarding, and professional development of TAMs
  • Conduct regular performance reviews and provide ongoing feedback
  • Ensure TAMs maintain technical ownership over customer environments and drive proactive service outcomes
  • Review technical deliverables and reports to validate quality, consistency, and value

Program Strategy & Execution

  • Define and evolve TAM service delivery frameworks, KPIs, and best practices
  • Drive standardization in client engagement processes, documentation, and reporting
  • Collaborate cross-functionally with vCIOs, Service Delivery, Sales, and Operations
  • Monitor TAM workload capacity and ensure proper client coverage and prioritization
  • Partner with leadership to forecast staffing needs based on client growth and service demands

    • Client Relationship Management

  • Oversee TAM support for assigned client portfolios to ensure satisfaction and retention
  • Ensure timely and effective delivery of strategic reviews, PBRs, and technical alignment documentation
  • Act as an escalation point for high-impact client issues, interfacing with Service Desk, vCIO, and Senior Leadership to resolve quickly and effectively

    • Process Improvement & Reporting

  • Analyze team performance and client engagement metrics; identify and implement improvements
  • Track customer health scores, service trends, and contract adherence
  • Report on TAM activities, customer sentiment, and program impact to senior leadership

    • Things We Are Looking For

    Experience

  • 5-7 years in IT client-facing roles within an MSP or similar environment
  • 3+ years of experience managing technical engineers within a service delivery team
  • Proven success in driving client satisfaction and retention through strategic engagement

    • Technical & Business Acumen

  • Strong understanding of IT infrastructure, managed services, and cybersecurity best practices
  • Ability to translate technical concepts into business value for non-technical stakeholders
  • Familiarity with PSA / RMM tools (e.g., HaloPSA, Knowbe4, N-central, Datto, etc.)

    • Leadership & Communication

  • Excellent communication, leadership, and conflict resolution skills
  • Ability to manage priorities in a fast-paced, service-oriented environment
  • Strong customer service orientation and professional presence in client interactions

    • Education & Certifications

  • Bachelor's degree in Information Technology, or equivalent industry experience.
  • ITIL Foundation, or other relevant certifications are a plus

    • Why Join Us?

    Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time.

    At the heart of everything we do are our core values, which guide how we work, grow, and succeed together :

  • 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

  • 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

    • The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Impact, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current salary range is $125,000- $140,000 plus the potential to participate in bonus plans.

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

    #LI-Onsite

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    Manager Technical Account • Bolingbrook, IL, US