3-5 years in technical account management or IT consulting
Proven success in managing client-facing services
Familiarity with MSP service delivery models and ITIL frameworks
Experience in formal change management processes
Demonstrated account retention and growth success
Strong understanding of enterprise IT infrastructure and cloud technologies
Knowledge of cybersecurity principles and compliance frameworks
Responsibilities
Serve as a trusted advisor for strategic client accounts
Build and maintain strong client relationships
Conduct regular business reviews to assess service performance
Align technology solutions with client business objectives
Oversee managed services delivery and ensure SLA compliance
Conduct technology assessments and provide strategic recommendations
Identify opportunities for service expansion and revenue growth
Benefits
Health, Dental, Vision packages
Short-Term and Long-Term Disability Insurance
Life Insurance
401k match by company
Paid Time Off and Paid Holidays
Full Job Description
The Technical Account Manager (TAM) serves as the primary technical liaison between DataBank and assigned client accounts. This role combines technical expertise with account management skills to ensure client satisfaction, drive technology adoption, and identify opportunities for service expansion. The TAM is responsible for developing relationships while understanding client business needs, and ensuring successful outcomes for all managed services engagements.
RESPONSIBILITIES:
Client Relationship Management
Serve as trusted advisor for assigned strategic client accounts
Build and maintain strong, long-lasting client relationships based on trust and value delivery
Conduct regular business reviews (TAM Technical Reviews) to assess service performance and client satisfaction
Understand client business objectives and align technology solutions to support their goals
Manage client expectations and ensure timely communication on all service-related matters
Technical Oversight & Service Delivery
Oversee the performance and effectiveness of managed services delivery, serving as the customer advocate while providing technical leadership and guidance to internal teams to ensure services meet contractual and business objectives.
Coordinate with technical teams to ensure SLA compliance and quality service delivery, including review of outage events and SLA rider obligations
Review and analyze client ticket trends, system performance, and security posture
Ensure customers follow defined escalation paths for complex technical issues, while remaining available to support collaboration and resolution efforts.
Develop and maintain comprehensive documentation of client environments and configurations, including account runbooks
Represent assigned accounts in change management, attending CAB and reviewing planned and emergency RFCs and maintenance windows for customer impact
Strategic Planning & Advisory
Conduct technology assessments and provide strategic IT roadmap recommendations
Identify opportunities to optimize client infrastructure and improve operational efficiency
Provide advisory guidance to clients on industry best practices and proactively communicate new company technologies and product updates relevant to their environment.
Advise clients on compliance and regulatory changes affecting their environment, including audit frameworks, control inheritance, and required environment migrations
Collaborate with Sales to develop and present technology proposals that support client business objectives while remaining aligned with budget and technical considerations
Partner with technical teams and Billing to ensure accurate billing visibility, proactively identifying potential overages and cost drivers for clients.
Collaborate with Sales to develop and present technology proposals that support client business objectives while remaining aligned with budget and technical considerations
Partner with technical teams and Billing to ensure accurate billing visibility, proactively identifying potential overages and cost drivers for clients.
Account Growth & Development
Proactively identify opportunities for service expansion and additional revenue in advance of contract renewals.
Work with sales team to develop proposals for new projects and services
Oversee and facilitate the onboarding of new accounts, ensuring alignment between customer expectations and internal delivery and technical teams
Ensure high client retention through proactive engagement and value demonstration
Maintain a consistent account reporting cadence, including recurring written account updates and administration of the TAM satisfaction survey
Support revenue growth objectives and proactively reduce customer churn by providing consistent account oversight and client engagement.
Misc.
Ability to travel (domestically) up to 20% of the time
REQUIRED QUALIFICATIONS:
Experience
3-5 years of experience in technical account management, IT consulting, or managed services
Demonstrated success in managing and overseeing client-facing services in a technology environment.
Experience with MSP service delivery models and ITIL frameworks
Experience participating in formal change management processes (CAB, RFC review) on behalf of customer accounts
Demonstrated success in account retention and growth
Technical Skills
Strong understanding of enterprise IT infrastructure (servers, networking, storage, virtualization)
Proficiency with cloud technologies
Knowledge of cybersecurity principles and best practices
Familiarity with compliance and audit frameworks relevant to regulated customers (e.g., FedRAMP, FISMA, SOC 2, HIPAA, PCI DSS)
Proficient in monitoring, reporting, and BI/dashboard tools (e.g., ScienceLogic, Sigma, or equivalent) to provide insights into service performance and client metrics.
Understanding of backup/disaster recovery solutions
Experience with ticketing systems and documentation platforms
Professional Skills
Excellent communication skills (written, verbal, and presentation) with ability to translate technical concepts to non-technical audiences
Strong presentation and business review facilitation skills
Exceptional organizational and time management abilities
Customer-focused mindset with commitment to service excellence
Analytical and problem-solving capabilities
Ability to work independently and as part of a team
Project management skills with attention to detail
PREFERRED QUALIFICATIONS:
Education
Bachelor's degree in Computer Science, Information Technology, Business, or related field; or equivalent work experience
Industry certifications such as:
CompTIA Network+, Security+, or Cloud+
ITIL Foundation or higher
Project Management Professional (PMP) or similar
Experience with specific technologies: (VMware, Palo Alto, Proxmox, Veeam, Zerto, ScienceLogic, Sigma, Microsoft 365/Azure)
Previous experience working in an MSP environment
Background in IT service management and process improvement
Benefits
Health, Dental, Vision packages
Short-Term and Long-Term Disability Insurance
Life Insurance
401k match by company
Paid Time Off and Paid Holidays
About DataBank
DataBank is a leading provider of enterprise-class data center, cloud, and interconnection services. The company was founded in 2005 and has since grown to become one of the largest privately held data center providers in the US, with facilities in Dallas, Minneapolis, and Kansas City. DataBank's services include colocation, cloud hosting, managed services, and network connectivity, and the company serves a wide range of customers, including Fortune 500 companies, healthcare providers, and government agencies. DataBank is known for its high-quality facilities and customer service, and has received numerous awards for its performance and innovation.
