Technical Account ManagerAre you a relationship-driven technologist who thrives at the intersection of client advisory and service delivery? We are IVIONICS-an established technology services company with deep roots and long-term clients-seeking a Technical Account Manager to serve as the primary technical advisor and account owner for a portfolio of legal and professional services clients. If you're ready to be the trusted point of contact who keeps clients successful while orchestrating the teams that deliver for them, keep reading.
Role OverviewThe Technical Account Manager serves as the trusted advisor for a portfolio of legal and professional services clients. This role owns the client relationship and overall client experience-translating business needs into technology direction, maintaining account health, and ensuring services are delivered consistently, securely, and in alignment with each client's expectations. Partnering closely with Account Managers and technical teams, the Technical Account Manager keeps the client experience at the forefront of everything we do while supporting operational efficiency and profitability.
ResponsibilitiesClient Relationship & Advisory- Serve as the primary technical point of contact and trusted advisor for an assigned portfolio of clients
- Own overall client experience, satisfaction, and account health across managed services, projects, and legal application support
- Define and execute the technology roadmap and service vision for each client in the portfolio
- Lead client-facing IT status, planning, and roadmap meetings on a weekly, monthly, and quarterly cadence
- Translate client needs into clear requirements, use cases, and solution designs that align with operational best practices
Service Delivery & Escalation- Oversee the successful delivery of managed services and projects, ensuring quality, timeliness, and minimal client disruption
- Act as an escalation point for support issues, ensuring timely resolution and effective client communication
- Partner with Account Managers to align service delivery with client expectations, SLAs, and long-term success
- Lead, coach, and develop engineers and application specialists to deliver consistent, client-focused outcomes
Growth & Continuous Improvement- Identify opportunities for service expansion, optimization, and innovation within existing client environments
- Collaborate with Sales on pre-sales activities, solution scoping, proposals, and estimates
- Evaluate, select, and manage technology vendors, tools, and applications to support reliable, scalable service delivery
- Drive continuous improvement in service delivery, documentation, and processes to enhance the overall client experience
Qualifications- 5+ years of experience in an MSP, IT services, or consulting environment
- Experience in a client-facing account management, vCIO, or technical advisory capacity
- Experience supporting legal applications or professional services clients
- Proven experience leading technical or service delivery teams
- Strong understanding of managed services models, SLAs, and escalation frameworks
- Excellent communication and organizational skills
Preferred- Experience supporting law firms or regulated professional services environments
- Familiarity with document management systems (iManage, NetDocuments, etc.)
- Experience improving service delivery processes and margins in an MSP
