- The Technical Account Manager is the primary owner of a client relationship and strategic partnership. This role sits at the intersection of client engagement, technical leadership, and operational execution.

- The Technical Account Manager acts as the customer's trusted technical advisor and day-to-day engagement lead, ensuring that Synoptek's managed services are delivered with quality, accountability, and continuous improvement. This is a consultative, client-facing role focused on outcomes, stability, and long-term value.

- The Technical Account Manager translates technical realities into business decisions, leads complex service conversations and escalations, and drives continuous improvement through disciplined governance, problem management, and proactive planning.

- In addition, while this is an individual contributor role, you will operate with broad influence across Synoptek service delivery teams, own and represent the client internally, and serve as the senior authority guiding and directing teams to ensure successful outcomes.

Roles & Responsibilities:

Leadership & Ownership

- Build trusted, long term client relationships and serve as the client's primary relationship partner.

- Own service delivery outcomes by setting the operating rhythm, directing client delivery teams where applicable and driving accountability, and improving program performance over time.

- Lead cross-functional execution across Managed Services and Professional Services by aligning milestones, dependencies, and resources.

- Partner with Service Delivery teams to run client-facing, high-stakes service conversations with clarity and control, including escalations, expectation resets, and recovery plans.

Communication

- Translate technical realities into clear business decisions for client stakeholders tied to business outcomes.

- Establish a single source of truth for service status, risks, and next actions, and ensure the client receives consistent messaging.

- Align internal teams on priorities and next steps, then communicate commitments externally with precision.

- Partner with Finance on SKU management, billing issues, change orders, and credit requests.

Client Technology Environment & Service Management

- Own the service governance model for the account, including cadence, agendas, action tracking, and escalation paths.

- Diagnose root causes and drive optimization initiatives in collaboration with Service delivery teams; anticipate client needs with proactive solutions and ensure corrective actions are implemented and verified.

- Work to improve customer maturity and adoption of Synoptek services within customer environments as well as identify areas of improvement and maturity proactively.

- Serve as first point of contact for escalations, problem management, and resolution.

- Manage the change order lifecycle (documentation, approvals) and coordinate paperwork and management of CRM entries.

- Track service health through a structured KPI framework, surface risks early, and drive measurable improvement in reliability and client experience.

- Prepare and deliver operational and strategic content for Technology Business Reviews (TBR) with Account Managers and executive leadership.

Technical & Advisory Capability

- Demonstrate broad technical depth across enterprise systems, cloud platforms, cybersecurity, data architecture, and emerging tech.

- Possesses hands on experience with implementation, integration, and troubleshooting across diverse environments.

- Strong consultative ability to assess client needs, translate business goals into actionable technology recommendations, and align stakeholders on a clear path forward (including scope, priorities, and success criteria).

- Working knowledge of compliance (e.g., HIPAA, GDPR) and risk considerations and translate requirements into operational controls and service expectations.

- Stay current on industry trends that materially affect client environments, including cloud governance, security posture management, and modernization patterns.

Measures of Success

- Client stakeholders consistently treat the Technical Account Manager as the primary technical partner, demonstrated by recurring engagement at the leadership level and direct inclusion in high-impact decisions.

- Service governance runs on schedule and produces outcomes: action items are tracked, owners are assigned, deadlines are met, and open risks do not age without movement.

- Change execution becomes more dependable over time, evidenced by fewer change-related incidents and fewer emergency rollbacks.

- Stakeholders demonstrate improved alignment on priorities, responsibilities, and "what good looks like," reducing ambiguity and internal friction.

- Client technology decisions improve in quality and speed because recommendations are clear, prioritized, and tied to business outcomes, risk reduction, and operational feasibility.

- Delivery teams report improved clarity on priorities, ownership, and decision-making because the Technical Account Manager provides a consistent operational narrative and removes ambiguity.

- Escalations require fewer leadership interventions over time because governance, accountability, and communication are handled with discipline at the account level.

Didn’t find the job appropriate? Report this Job

Similar jobs that you might be interested in