Technical Account Manager

Technical Account Manager

London (Hybrid)

£55,000 – £65,000 per annum (Dep Exp) + Bonus

Technical Account Manager for London MSP needed – we are seeking a relationship-focused expert to bridge the gap between our clients and our technical delivery teams. Picture customer success - retention and developing strong relationships.

If you have a strong technical background in Managed Services but prefer building long-term client relationships over closing sales deals or fixing service desk tickets, this is the role for you.

We are looking for a Technical Account Manager (TAM) to take end-to-end ownership of 8–12 small-to-medium customers. You will not carry a sales quota, nor will you be a hands-on engineer. Instead, you will be the trusted advisor who ensures our clients get the best from their IT investment.

The Role

You will act as the primary advocate for your clients, ensuring reliable service delivery and alignment between their business needs and our MSP delivery.

• Own the Relationship: Act as the primary technical point of contact for operational and senior stakeholders across your portfolio.
• Drive Strategy: Lead monthly and quarterly service reviews (QBRs) and produce 12-month technology roadmaps (focusing on M365, security, and connectivity).
• Manage Risk: Proactively identify risks in client infrastructure (backups, ageing hardware) and work with internal teams to resolve them before they become incidents.
• Master Communication: Serve as the escalation point for major incidents, managing communication calmly and effectively to keep clients reassured.

What You Bring

• MSP Experience: You must have previous experience working within a Managed Service Provider. You understand the pace, the SLA structures, and the multi-client environment.
• Technical Literacy: While you won't be configuring servers daily, you need a broad technical understanding of Microsoft 365, endpoints, security tools, and connectivity to advise clients credibly.
• Structured Approach: You are organized and capable of managing roadmaps, risk registers, and service reviews without micromanagement.
• Communication Skills: You can translate technical concepts into business benefits for non-technical stakeholders.

Benefits

• Working Pattern: Flexible / Hybrid working options.
• Bonus: Related to client retention
• Development: Clear progression path within the TAM function + dedicated training budget.
• Package: Pension contribution, 25 days holiday (plus bank holidays), company laptop, and mobile.

This is not a sales role and it is not a Service Desk role. It is a strategic service delivery role for a professional who cares about client retention and technical excellence.