Technical Account Manager

Job Title: Technical Account Manager
Department: IT Business Support & Solutions

Position Summary
The Technical Account Manager (TAM) acts as the primary technical liaison between our clients and
internal teams. This role ensures seamless delivery of IT and technology services across BPO
operations, with a focus on client satisfaction, performance optimization, and proactive support. The
TAM partners closely with operations, IT, and client stakeholders to translate business requirements
into technical solutions, while ensuring compliance, availability, and scalability of systems.
Key Responsibilities
Client Relationship Management
Serve as the primary technical point of contact for assigned client accounts.
Build and maintain strong relationships with client IT and operations leaders.
Provide regular updates, performance reviews, and recommendations for optimization.

Technical Oversight & Support
Manage and coordinate resolution of escalated technical issues impacting client operations.
Oversee technology deployments (hardware, software, network, telephony, cloud solutions) aligned to client requirements.
Monitor SLAs, uptime, and latency targets; drive corrective action where needed.

Strategic Partnership
Translate client business requirements into technical roadmaps and implementation
plans.
Collaborate with internal IT, network engineering, and security teams to ensure system stability and compliance.
Support client onboarding, migrations, and transitions, ensuring a smooth technical handover.

Governance & Compliance

Ensure adherence to client-specic compliance frameworks (SOC 2, ISO 27001, HIPAA, PCI-DSS, etc.).
Maintain documentation, runbooks, and conguration baselines for assigned accounts.
Participate in audits, security reviews, and business continuity planning.

Performance & Reporting
Provide clients with performance dashboards, incident reports, and service improvement plans.
Track key metrics such as return rates on assets, ticket resolution times, latency, and system availability.
Drive continuous improvement initiatives to reduce cost and enhance client
experience.

Qualifications
Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience).
5+ years in IT account management, service delivery management, or technical support within a BPO, MSP, or large-scale enterprise environment.

English C1
Strong understanding of BPO technology stack:
Networking, VPNs, and cloud infrastructure.
Telephony systems (VoIP, SIP, Avaya, Genesys, Cisco).
Desktop virtualization, thin clients, and endpoint management.
Proven track record of managing client relationships and delivering measurable service
improvements.
Excellent communication, stakeholder management, and problem-solving skills.
Familiarity with ITIL processes (Incident, Problem, Change Management).

Preferred Skills
Certifications such as ITIL, PMP, CCNA, Microsoft, or AWS.
Experience with global IT operations across multiple regions (Americas, EMEA, APAC).
Knowledge of security frameworks (HIPAA/HITRUST, PCI-DSS).
Ability to influence cross-functional teams in matrixed environments.