Technical Account Manager (Remote)

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Technical Account Manager (TAM) serves as the primary technical liaison between DataBank and assigned client accounts. This role combines technical expertise with account management skills to ensure client satisfaction, drive technology adoption, and identify opportunities for service expansion. The TAM is responsible for developing relationships while understanding client business needs, and ensuring successful outcomes for all managed services engagements.

RESPONSIBILITIES:

Client Relationship Management

• Serve as trusted advisor for assigned strategic client accounts
• Build and maintain strong, long-lasting client relationships based on trust and value delivery
• Conduct regular business reviews (TAM Technical Reviews) to assess service performance and client satisfaction
• Understand client business objectives and align technology solutions to support their goals
• Manage client expectations and ensure timely communication on all service-related matters

Technical Oversight & Service Delivery

• Oversee the performance and effectiveness of managed services delivery, serving as the customer advocate while providing technical leadership and guidance to internal teams to ensure services meet contractual and business objectives.
• Coordinate with technical teams to ensure SLA compliance and quality service delivery, including review of outage events and SLA rider obligations
• Review and analyze client ticket trends, system performance, and security posture
• Ensure customers follow defined escalation paths for complex technical issues, while remaining available to support collaboration and resolution efforts.
• Develop and maintain comprehensive documentation of client environments and configurations, including account runbooks
• Represent assigned accounts in change management, attending CAB and reviewing planned and emergency RFCs and maintenance windows for customer impact

Strategic Planning & Advisory

• Conduct technology assessments and provide strategic IT roadmap recommendations
• Identify opportunities to optimize client infrastructure and improve operational efficiency
• Provide advisory guidance to clients on industry best practices and proactively communicate new company technologies and product updates relevant to their environment.
• Advise clients on compliance and regulatory changes affecting their environment, including audit frameworks, control inheritance, and required environment migrations
• Collaborate with Sales to develop and present technology proposals that support client business objectives while remaining aligned with budget and technical considerations
• Partner with technical teams and Billing to ensure accurate billing visibility, proactively identifying potential overages and cost drivers for clients.
• Collaborate with Sales to develop and present technology proposals that support client business objectives while remaining aligned with budget and technical considerations
• Partner with technical teams and Billing to ensure accurate billing visibility, proactively identifying potential overages and cost drivers for clients.

Account Growth & Development

• Proactively identify opportunities for service expansion and additional revenue in advance of contract renewals.
• Work with sales team to develop proposals for new projects and services
• Oversee and facilitate the onboarding of new accounts, ensuring alignment between customer expectations and internal delivery and technical teams
• Ensure high client retention through proactive engagement and value demonstration
• Maintain a consistent account reporting cadence, including recurring written account updates and administration of the TAM satisfaction survey
• Support revenue growth objectives and proactively reduce customer churn by providing consistent account oversight and client engagement.

Misc.

• Ability to travel (domestically) up to 20% of the time

REQUIRED QUALIFICATIONS:

Experience

• 3-5 years of experience in technical account management, IT consulting, or managed services
• Demonstrated success in managing and overseeing client-facing services in a technology environment.
• Experience with MSP service delivery models and ITIL frameworks
• Experience participating in formal change management processes (CAB, RFC review) on behalf of customer accounts
• Demonstrated success in account retention and growth

Technical Skills

• Strong understanding of enterprise IT infrastructure (servers, networking, storage, virtualization)
• Proficiency with cloud technologies
• Knowledge of cybersecurity principles and best practices
• Familiarity with compliance and audit frameworks relevant to regulated customers (e.g., FedRAMP, FISMA, SOC 2, HIPAA, PCI DSS)
• Proficient in monitoring, reporting, and BI/dashboard tools (e.g., ScienceLogic, Sigma, or equivalent) to provide insights into service performance and client metrics.
• Understanding of backup/disaster recovery solutions
• Experience with ticketing systems and documentation platforms

Professional Skills

• Excellent communication skills (written, verbal, and presentation) with ability to translate technical concepts to non-technical audiences
• Strong presentation and business review facilitation skills
• Exceptional organizational and time management abilities
• Customer-focused mindset with commitment to service excellence
• Analytical and problem-solving capabilities
• Ability to work independently and as part of a team
• Project management skills with attention to detail

PREFERRED QUALIFICATIONS:

Education

• Bachelor's degree in Computer Science, Information Technology, Business, or related field; or equivalent work experience

Industry certifications such as:

• CompTIA Network+, Security+, or Cloud+
• ITIL Foundation or higher
• Project Management Professional (PMP) or similar
• Experience with specific technologies: (VMware, Palo Alto, Proxmox, Veeam, Zerto, ScienceLogic, Sigma, Microsoft 365/Azure)
• Previous experience working in an MSP environment
• Background in IT service management and process improvement

Benefits

• Health, Dental, Vision packages
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• 401k match by company
• Paid Time Off and Paid Holidays