IT Technical Account Manager

  • Nexus IT Consultants
  • Salt Lake City, UT, USA
  • Jan 18, 2023
Full time

Job Description

Technical Account Manager
Position: Technical Account Manager (TAM)
Type: Full-Time Position, Standard Office Hours
Location: Salt Lake City, Utah
Salary/Pay: $50K - $80K / Year - Commensurate with experience and education
About the Company: The company is celebrating 24 years as a premier Managed IT, Cybersecurity, and Cloud Services provider, that feeds the technology demands and network needs of small and medium- sized businesses in the Northern Utah market and beyond. Each of us makes up a brilliant team of dedicated intellectuals, with every role serving an absolute purpose. We are looking for people who will be part of our team and embrace our core values and culture.
Our Core Values
  • Extraordinary Client Solutions & Security - We prioritize and manage competing demands and will challenge one another openly and candidly to ensure our clients experience the best IT support and cyber security in our industry.
  • Absolute Ownership - No excuses. No reality distortions. We take full responsibility for setting standards of excellence, communicating expectations and the “why” behind objectives, and holding ourselves accountable for results.
  • Financial Stewardship - We are committed to ethical, efficient, and responsible financial decision-making and use of organizational resources.
  • Assume Positive Intent - As a people first organization that embraces humbleness, fairness, and compassion we always assume that a person meant well or was doing their best, giving them “the benefit of the doubt” where it is due. 
  • Culture of Inclusion - We want the full spectrum of talent in our team. Inviting every perspective strengthens our diversity of thought, innovation, decision making, and opportunity to attract the best talent.
  • Outwit & Outgrit - We succeed by being more curious, thinking smarter and digging deeper to find the best solutions. Then executing those solutions with courage, determination, and earnest collaboration across the organization.
  • Growth Mindset - We enable the growth and learning of every team member by embracing a mindset of “not yet”, and empowering people to share information, collaborate across teams, seek feedback, and take appropriate risks.  
 Read more about our culture on our Indeed Career Page:
What We Offer:
  • Competitive salary DOE
  • Comprehensive benefits and perks package, including medical, dental, vision, life, long-term and short-term disability, mental health, wellness programs/apps, telemedicine, prescription discounts, retirement programs, etc.
  • Flex PTO Program
  • Comprehensive incentive and bonus programs
  • Career growth and professional development opportunities
  • Abundance-minded, fun, fulfilling culture
Purpose of the Role:
The primary purpose of the Technical Account Manager (TAM) role is to be ambassadors and advocates to create optimal outcomes and experiences for our esteemed clientele at all times. When needed, formulate and lead Client Success Teams to solve challenges for clients and improve their experience and outcomes.
How You Create Value:
A Technical Account Manager creates value for Nexus IT by supporting our clients and building a high trust, long-term relationship with them. You do that by touching base with your designated clients frequently and facilitating communications between all of our teams that would be working with them and their environment. You will also assist in defining, designing, and driving initiatives in the form of Technical Business Reviews to ensure the success of the client with our organization. You will work in identifying and assisting with sales and technical opportunities that benefit both Nexus and the Clients future growth.
Essential Duties and Responsibilities:
  • Establishing and living team norms (behaviors) consistent with the Nexus IT values.
  • Establish and implement client success processes that effectively support the company's mission and vision.
  • Identify communication break downs and points of friction between client and Nexus services to develop and assist implementation of positive change.
  • Proactive monitoring of clients overall technical business health to suggest improvements / refresh and help the client plan for growth.
  • Review client ticket history to identify repeating issues and assist in developing trainings for both Nexus and Client teams to reduce repeat issues.
  • Ensure consistency and accurate reporting of client devices.
  • Ensure quality and profitable services are performed to the agreed SLA.
Key Success Factors:
Success in the Technical Account Manager role will require a growth mindset, dedication to collaboration, and commitment to excellence. This includes working closely with the Sales Team to ensure client expectations are being met and escalated service requests are prioritized appropriately. In addition, you will work closely with the leadership team to ensure all business goals are being met. The behaviors and skills needed to be successful in this role include:
  • Living and modeling the company core values.
  • Demonstrated ability to multitask and manage multiple projects and deadlines.
  • Demonstrated ability to inspire trust and psychological safety on your team.
  • Demonstrated ability to work collaboratively across teams.
  • Adept problem solver with a clear decision-making framework.
  • Sufficiently deep technical skills to both coach and step in and contribute as a team member.
  • Committed to learning and development personally and of your team.
  • Ability to create effective project plans and execute projects that are on-time and on budget.
  • Proficient communicator, including writing, speaking, editing, proofreading
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience and Education
  • Bachelor’s Degree in computer science or IT related studies preferred.
  • A+ Certification is required.
  • NET+ Certification is required.
  • Microsoft Certified Professional (MCP) and/or MCSE are preferred.
  • SEC+, CISSP and/or other Cyber Professional related certifications are preferred.
  • 5+ years’ experience in computer network management is required.
  • Experience in managing multiple client networks is preferred.
  • References must corroborate an ability to be a high functioning team player.
  • Excellent interpersonal skills for communicating and building relationships with high level clients.
Working Conditions:
  • Professional office environment
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed or required.