Position Overview:
The Technical Alignment Manager (TAM) will play a critical role in ensuring that technical solutions align with the needs of our clients in a Managed Service Provider (MSP) environment. This individual will act as a bridge between the client’s business objectives and the technical delivery of our services, ensuring optimal performance, support, and continuous improvement. The TAM will be responsible for fostering strong relationships with key stakeholders, identifying opportunities for growth, and delivering a seamless technical experience that enhances client satisfaction and retention.
Essential Duties and Responsibilities:
- Client Relationship Management: Serve as the primary technical point of contact for assigned clients, providing regular updates on system performance, upcoming changes, and technical solutions.
- Technical Strategy & Alignment: Work with clients to understand their business goals and translate them into actionable technical solutions, ensuring services are aligned with their objectives.
- Project Oversight: Oversee and manage technical projects, working with internal teams and vendors to ensure projects are completed on time, within scope, and aligned with client expectations.
- Incident Management: Proactively monitor and manage client issues, ensuring timely resolution of technical problems, minimizing downtime, and mitigating future risks.
- Technical Account Reviews: Conduct regular technical reviews with clients to evaluate service performance, discuss improvements, and ensure continuous alignment with evolving business needs.
- Documentation & Reporting: Maintain detailed documentation for client environments, technical processes, and support escalations. Generate regular reports to track performance metrics and service level agreements (SLAs).
- Escalation Point: Act as the technical escalation point for complex issues, collaborating with engineering, operations, and support teams to find solutions.
- Continuous Improvement: Identify opportunities for process and service improvements, working with internal teams to implement best practices and streamline workflows.
- Net Promoter score for customers
Knowledge, Skills, and Abilities Required:
- Technical Proficiency: Strong understanding of IT infrastructure, networking, security, and cloud technologies commonly used in an MSP environment.
- Client-Focused Approach: Ability to understand client needs and translate them into technical solutions that drive value.
- Problem-Solving: Strong analytical and troubleshooting skills with the ability to think critically and develop effective solutions to complex technical issues.
- Project Management: Solid project management skills, including the ability to oversee multiple initiatives, manage timelines, and coordinate cross-functional teams.
- Communication Skills: Excellent written and verbal communication skills, with the ability to present technical information to non-technical stakeholders clearly and effectively.
- Relationship Building: Strong interpersonal skills, with the ability to develop and maintain strong relationships with clients, vendors, and internal teams.
- Time Management: Excellent organizational skills, with the ability to manage competing priorities and meet deadlines in a fast-paced environment.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Minimum of 5 years of experience working in an MSP environment or IT consulting, with at least 3 years in a client-facing technical role.
- Proven experience with IT service management frameworks (e.g., ITIL) and project management methodologies (e.g., Agile, Waterfall).
- Certifications such as ITIL Foundation, PMP, or other relevant technical certifications (e.g., Microsoft Certified: Azure Solutions Architect, Cisco CCNA, CompTIA Network+) are a plus.
- Hands-on experience with a broad range of technologies, including but not limited to cloud platforms (AWS, Azure, GCP), networking, security, and virtualization technologies.
- Experience with monitoring and ticketing systems (e.g., ServiceNow, ConnectWise, Autotask) is preferred.
Pay: From $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
