Technical Account Manager | Manchester (Hybrid)

Job SpecificationJob titleTechnical Account ManagerBase location ManchesterinTEC brandinTEC brand inTEC BusinessJob typeJob type Hybrid40Annual leaveAnnual leave 25 daysReports toReports to Head of SalesOur group, spanning the UK and Ireland, consists of over 200 technology and communications experts committed to helping organisations work smarter through technology.We operate across multiple sites, specialising in IT Support, Cloud, Cyber Security, Professional Services, Communications, and Infrastructure, providing a comprehensive and independent technology consultancy service.We aim to assist organisations in understanding and extracting genuine value from their technology systems and investments. By collaborating with renowned brands across various sectors, as well as numerous independent and state schools, we integrate design, processes, and technology to achieve organisational goals and deliver outstanding client experiences.Our clients enjoy technology services that blend the expertise and scale of a large organisation with the personal touch and sentiment of a family-run business.IntroductionAs a Technical Account Manager (TAM) at inTEC Group you will serve as a critical bridge between the technology and solutions team, sales and inTEC clients, blending technical expertise with outstanding account management skills. As a TAM you will ensure client satisfaction by offering deep technical guidance, fostering strategic partnerships, and facilitating seamless communications between internal teams and customers. This role is especially suited for individuals who thrive in dynamic environments, possess a strong sense of ownership, and are passionate about leveraging technology to solve complex business challenges.Role ProfileThe Technical Account Manager is responsible for building and nurturing long-term relationships with customers, understanding their business goals, and translating those objectives into actionable technical solutions alongside the assigned account manager or director.The TAM will collaborate closely with sales, product development, support, and engineering teams to deliver a tailored customer experience, driving value and ensuring successful adoption of products and services.Day-To-Day ResponsibilitiesClient Relationship Management: Develop trusted advisor relationships with key accounts, stakeholders, and executive sponsors. Serve as the primary point of contact for technical matters, ensuring a high level of customer satisfaction.Technical Consultation: Understand clients’ business requirements and provide technical recommendations to optimize their use of products and services. Offer product demonstrations, solution design, and best practice guidance.Onboarding and Implementation: Guide customers through the onboarding process, including technical set-up, configuration, integration, and deployment. Coordinate with cross-functional teams to ensure successful execution and timely delivery of solutions.Issue Resolution and Escalation: Support with managing technical escalations, working with internal resources to resolve complex problems in a timely manner.Account Planning and Growth: Develop and execute account plans to drive product adoption, identify upsell and cross-sell opportunities, and contribute to revenue growth. Analise customer data to uncover trends and recommend additional solutions.Training and Enablement: Conduct training sessions, workshops, and webinars to empower customers and ensure they are equipped to maximize product value.Feedback Gathering: Collect and communicate customer feedback to internal teams, influencing product development and enhancements. Advocate for customer needs within the organisation.Renewal and Retention: Support the renewal process by demonstrating continued value, addressing concerns, and reinforcing long-term relationships. Work to minimize churn and maintain high retention rates.Industry Expertise: Stay current with industry trends, emerging technologies, and competitive landscape to anticipate customer needs and deliver innovative solutionsPersonal AttributesEmpathy: Demonstrates sensitivity to customer needs and a sincere desire to help clients succeed.Adaptability: Comfortable navigating ambiguity and adapting to evolving customer requirements.Initiative: Proactively seeks opportunities to add value and address challenges before they escalate.Collaboration: Works well with diverse teams, fostering a culture of knowledge sharing and mutual support.Experience and QualificationsExperience working with deployments of all sizes.Technical certifications relevant to the company’s product ecosystemBachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline preferred. Advanced degrees or certifications are a plus.Proven experience in a client-facing technical role, such as Technical Account Manager, Solutions Engineer, Customer Success Engineer, Sales Specialist or similar.Strong technical proficiency in relevant products, platforms, and technologies (e.g. cloud computing, SaaS, networking, cybersecurity, business applications).Exceptional communication skills, both written and verbal, with the ability to convey complex technical concepts to non-technical audiences.Demonstrated ability to manage multiple projects simultaneously, prioritize effectively, and work under pressure in a fast-paced environment.Highly analytical mindset, skilled in problem-solving and strategic thinking.Excellent organizational and time management abilities.Strong interpersonal skills and a customer-centric attitude.Proficiency with CRM, ticketing systems, and productivity tools (e.g., Salesforce, Jira, Microsoft Office Suite).Ability to travel occasionally to meet clients or attend events, as required.Preferred Qualifications

Experience working with deployments of all sizes.Technical certifications relevant to the company’s product ecosystem (e.g. Azure, Google Cloud, Microsoft 365).Background in project management or business analysis.Prior exposure to account management in verticals such as education, healthcare, retail, manufacturing, law.Hybrid working model with options for remote and office-based engagements.Collaborative, high-growth technology company culture focused on innovation and customer success.Opportunities for professional development, training, and career progression.Key Performance Indicators (KPIs)

Customer satisfaction and Net Promoter Score (NPS)Account retention and renewal ratesResolution time for technical issuesProduct adoption and usage metricsUpsell and cross-sell targetsFeedback implementation rateA Technical Account Manager can progress to more senior roles such as Senior Technical Account Manager, Customer Success Leader, Solutions Architect, or Director of Account Management. The role offers exposure to many facets of technology and business, providing a strong foundation for career growth in account management, technology consulting, or product managementRecruitment ProcessWe want the best people to join our team.It’s important that you are yourself when we interview you, so we can see the best of you. We know interviews can be nerve-wracking and we will always put candidates at ease.Our interviews are a two-stage process. We always invite you to meet the team which you will be joining and have a look around our offices.We also want YOU to ask US questions, so please come prepared with relevant questions.Good luck!Our ValuesHere at inTEC, we pride ourselves on our strong brand values which are reflected in the work our brilliant team does every day:We are curious.We are open.Our CommunityCorporate Social Responsibility is very important to our business and our team. We consider it from three distinct perspectives:Community – helping people understand the role we play within the community and contributing our expertise to enhance the work of charities, sports clubs and volunteer groups;People – finding and developing great people throughout their inTEC journey;Environmental Management – managing our impact on the environment in a responsible and ethical manner.Over the years, we’ve helped many charities, schools, universities, grassroots sports clubs and local organisations with free technology support, advice and training, corporate sponsorship and fundraising events.Our CultureAcross all of our UK and Irish sites, we have a team of Culture Champions who are here to make inTEC a great place to work . The friendly team help to organise events including everything from Summer barbecues and Christmas parties to online quizzes and coffee ‘n’ cake mornings! We plan a 12-month calendar of fun events of which we hope you will really enjoy taking part.Here at inTEC, we know that a fully engaged team is a happier, stronger and more efficient team!

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