Technical Account Manager (2918)

The Technical Account Manager (TAM) is a newly created, strategic service delivery role at Aldridge. The TAM establishes clear operational accountability to ensure what we sell is delivered consistently, predictably, and at scale. This role bridges the gap between our Technology Directors (who own IT strategy) and our Customer Success Managers (who own client relationships), serving as the day-to-day operational owner at the account level.

The TAM will provide a single point of accountability that prevents delivery drift and protects client satisfaction before issues materialize into escalations, CSAT erosion, or renewal risk.

As client complexity and account count grows, a dedicated operational layer is required to:

• Ensure SLA achievement and delivery execution do not fall through the cracks between Service Desk, NOC, SOC, and Professional Services.
• Free our Account Managers (AMs) to focus on relationships, renewals, and expansion — without being burdened by day-to-day delivery coordination.
• Surface systemic delivery issues early — before they become visible to the client as negative experiences.
• Convert Technology Director roadmaps and client success commitments into coordinated operational action.
• Support Aldridge's 2026 goal of achieving CSAT of 98 and NPS of 50+ while growing Net retention to 110%.

1. Operational Ownership of Service Delivery

• Own day-to-day service delivery execution across Service Desk, NOC, SOC, and Professional Services for assigned client accounts.
• Ensure SLAs, ticket aging, and all client delivery commitments are met consistently and predictably.
• Serve as the single point of accountability for delivery outcomes at the account level.
• Coordinate across internal delivery teams to resolve delivery conflicts, prioritize work, and manage escalations.
• Track and manage open tickets, aging items, and recurring issues for assigned accounts — intervening proactively before client dissatisfaction.

2. Bridging Strategy to Execution

• Translate Technology Director (TD) roadmaps and IT strategies into coordinated operational action plans.
• Ensure client success commitments made by Customer Success Managers are operationally backed and deliverable.
• Prevent delivery drift by maintaining alignment between what is promised commercially and what is executed technically.
• Participate selectively in Quarterly Business Reviews (QBRs) to provide delivery context and operational accountability.

3. Client Risk Management & Early Warning

• Proactively monitor delivery patterns, service trends, and ticket data for assigned accounts to surface systemic issues before they escalate.
• Identify patterns indicating delivery risk — including recurring incident types, missed SLAs, aging tickets, or user experience degradation — and initiate corrective action.
• Act as an early warning system for CSAT erosion, renewal risk, or client dissatisfaction that may not yet be visible in formal metrics.
• Maintain current awareness of all material changes and activities within each assigned client environment.

4. Cross-Functional Coordination

• Work closely with CSMs to ensure operational ownership is clearly separated from the commercial relationship — enabling AMs to stay focused on growth and retention.
• Collaborate with Technology Directors on IT roadmap execution and lifecycle management.
• Partner with Service Desk management, NOC, SOC, and Professional Services leads to coordinate delivery across the full service stack.
• Contribute to near-term opportunity identification — recommending structured improvements to client IT environments and user experience.
• Participate selectively in high- and mid-value new logo deal presentations when operational credibility is a key client decision factor.

5. Metrics, Reporting & Continuous Improvement

• Track and report on key delivery KPIs for assigned accounts: SLA performance, CSAT, ticket aging, escalation frequency, and resolution time.
• Leverage BrightGauge and ConnectWise (CW Manage) reporting to monitor delivery health and drive proactive manager involvement.
• Contribute feedback to service workflows, QA processes, and operational playbooks to improve the client experience at scale.
• Support the development and operationalization of Service Level Objectives (SLOs) for assigned accounts.

• 3+ years of experience in a technical account management, service delivery management, or managed services operations role.
• Demonstrated ability to manage multiple client accounts simultaneously with a high degree of organizational discipline.
• Strong understanding of IT infrastructure, helpdesk operations, NOC/SOC functions, and managed services delivery models.
• Experience working with PSA/ticketing platforms (ConnectWise Manage or equivalent) and reporting tools.
• Ability to translate technical delivery status into clear, concise communication for both technical and non-technical stakeholders.
• Proven track record of proactive issue identification and escalation management — not just reactive response.
• Excellent cross-functional coordination and communication skills.

Preferred Qualifications:

• Experience in an MSP (Managed Service Provider) environment strongly preferred.
• Familiarity with ITIL frameworks, SLA management, and service governance best practices.
• Exposure to cybersecurity services (MDR, SOC, SIEM, vulnerability management) and how they integrate into service delivery.
• Experience with Microsoft 365 environments and Microsoft stack (Azure, Entra ID, Intune).
• BrightGauge, Thread, or similar operational reporting and client management tools.
• Comfortable operating in a fast-paced, growth-oriented environment undergoing integration and organizational change.

Core Competencies

• Operational Accountability — Takes full ownership of delivery outcomes; doesn't wait to be asked.
• Pattern Recognition — Spots systemic issues in data before they become client-visible problems.
• Cross-Functional Influence — Drives coordination across teams without direct authority.
• Client Orientation — Keeps client experience at the center of every operational decision.
• Structured Communication — Translates complex delivery status into clear, actionable information.
• Adaptability — Thrives in a scaling company where roles, tools, and processes are actively evolving.

Aldridge Core Values:    

• Build Trust – We continuously earn the trust of our partners through genuine, transparent communication, and unflinching accountability.    

• Take Swift, Meaningful Action – When every second matters, we drill to the core question and act decisively.   

• Create Best-Fit Solutions – We create the most value for the least added overhead and complexity.    

• Evolve & Improve – We know the power of a growth mindset. We do not let fear of failure stop us from finding new, and better ways to do things.   

Benefits:  

• Competitive Salary and Incentive Plan  

• Generous Employer Contribution to Health Benefits Package  

• 401(k) Matching  

• 4 Weeks Paid Time Off per year, plus additional days for community service  

• Ongoing Training and Professional Development Opportunities  

• Free Snacks and Beverages!  
     

Aldridge is an Equal Employment Opportunity and Affirmative Action Employer. We do not discriminate based upon race, religion, color, national origin, gender, age, veteran status, or any other basis covered by appropriate law. We celebrate diversity and are committed to creating an inclusive environment for all our employees. All employment is based on qualifications, merit, and business needs. This job description is intended to describe the general nature and level of work being performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The Company reserves the right to modify, add, remove, or reassign duties and responsibilities at any time to meet business needs. Nothing in this job description alters the at-will employment relationship or constitutes a contract of employment.