**We are only able to hire candidates that are currently located in WA, OR, ID, CO, FL, NC, TX, and AZ.
Work you will do as an ISOutsource Technical Account Manager (TAM):
- Own the day-to-day client relationship and serve as the primary operational point of contact and client advocate.
- Build trusted relationships through proactive communication, regular check-ins, and consistent follow-through.
- Monitor client satisfaction, account health, service performance, and retention risk, taking action when concerns arise.
- Coordinate service delivery across engineering, support, project, consulting, and vendor teams to ensure client needs are met.
- Manage client issues and operational escalations, determining priorities, resources, communication, and appropriate escalation paths.
- Drive complex client issues to resolution and ensure accountability for commitments and follow-through.
- Review service trends, recurring issues, and client feedback to identify risks and recommend service improvements.
- Support onboarding, offboarding, service transitions, contract administration, billing inquiries, and invoicing accuracy.
- Partner with Consultants and Engineers to identify client needs, growth opportunities, and supportable solutions.
- Develop and recommend retention and growth strategies that balance client needs, technical feasibility, and long-term account value.
- Prepare, present, and follow up on proposals and recommendations while maintaining accurate renewal and growth forecasts.
- Help clients understand the business value and operational impact of recommended investments.
- Support Net Revenue Retention objectives through client retention, expansion, and strong account management.
- Complete daily time entry and perform other duties as assigned.
Our ideal candidate will possess the following qualities:
- Strong organizational skills with the ability to manage multiple priorities and follow through on commitments.
- Sound judgment, critical thinking, and effective problem-solving skills.
- Client-focused mindset with a commitment to delivering high-quality outcomes.
- Excellent written and verbal communication skills.
- Strong interpersonal skills with the ability to build trusted client and internal relationships.
- Ability to prioritize effectively, meet deadlines, and navigate changing client needs.
Highly sought-after experience and skill includes:
- Strong understanding of IT Service Management (ITSM) principles and practices.
- Experience working within IT services, consulting, or a Managed Service Provider (MSP) environment.
- Proficiency with Microsoft Office Suite.
Requirements:
- 3+ years of client relationship, account management, or similar experience, preferably within IT services, consulting, or managed services.
- Bachelor's degree in technology, business, or a related field, or an equivalent combination of education, certifications, and relevant professional experience.
- Valid driver's license and automobile insurance.
- Ability to travel locally to client sites as needed.
