The Technical Account Manager is accountable for owning customer relationships, alignment, and outcomes across the IT Managed Service Provider (MSP), acting as a trusted partner to customers and a credible, informed counterpart to internal teams.
This role is delivery-led rather than sales-led, with success driven by technical experience, close engagement with internal teams, and accountability for delivery-aligned customer outcomes.
The role ensures customers are supported both strategically and tactically through a strong understanding of their business context and of how MSP services are delivered. The Technical Account Manager owns the customer-facing roadmap and backlog, shapes demand, and translates customer intent into clear, actionable engagement with internal teams by providing context, challenge, and ownership rather than simply relaying requests.
In addition, the role carries an explicit responsibility to contribute to the continuous evolution of the Account Management function, improving how customers are engaged and supported over time and strengthening internal orchestration across the MSP.
Customer Relationship & Trust
• Act as the single accountable point for customer relationships and engagement.
• Demonstrate credible technical understanding grounded in how MSP services and digital products are built, delivered, and operated, and use this understanding to inform customer conversations.
• Build trust through a strong understanding of customer business context, priorities, and constraints.
• Engage customers at both strategic and tactical levels, adapting frequency, depth, and focus as required.
• Apply delivery-oriented judgement in customer conversations, including the ability to discuss technical options, feasibility, and trade-offs.
• Plan, run, and follow up on regular service reviews, ensuring service performance, risks, and actions are clearly understood and tracked.
• Actively manage customer health, working to maintain and improve agreed customer satisfaction measures (e.g., CSAT, NPS).
• Keep customers informed of new or evolving MSP services and products that may be relevant to their business, helping them understand potential value.
2. Customer Roadmap & Demand
• Own and maintain the customer-facing roadmap and backlog across BAU, enhancements, onboarding activities, and initiatives, ensuring alignment to the MSP delivery roadmap, capacity, and dependencies across internal teams.
• Shape, prioritise, and sequence demand in line with customer intent, dependencies, and MSP constraints, translating customer context into clear, actionable backlog items for internal teams rather than simply relaying requests.
• Ensure trade-offs, scope boundaries, and implications are understood and clearly communicated to customers, including impact on delivery timelines, sequencing, and service risk.
• Lead customer onboarding, using a clear and repeatable blueprint to take customers from initial engagement to established delivery, including operational readiness, ownership clarity, and service expectations.
• Review and contextualise MSP service delivery KPIs with customers, ensuring performance is understood and informs prioritisation and planning.
3. MSP Delivery Understanding
• Maintain a thorough understanding of the MSP service catalogue, aligned to how services are delivered in practice across infrastructure and technology services, DevOps services, corporate applications, and data and security services.
• Engage closely and continuously with internal teams to understand current delivery models, constraints, dependencies, and upcoming changes, and how these impact customer commitments and planning.
• Use this understanding to pre-empt questions, identify high-level risks and dependencies early, and inform customer conversations.
• Challenge and refine customer requests constructively, validating demand and representing internal delivery constraints and requirements, without acting as a proxy or designing solutions.
4. Orchestration & Outcomes Accountability
• Work closely with internal teams as a peer on decisions, dependencies, sequencing, and prioritisation, bringing a clear technical and delivery view into discussions, while delivery execution remains with those teams.
• Orchestrate engagement across internal teams, ensuring technical, operational, and delivery considerations are aligned early to improve clarity and reduce rework
• Own customer-facing alignment, communication of risks and trade-offs, and the decision path when issues arise, grounded in technical feasibility and delivery constraints.
• Act as the primary escalation point for customers, owning escalation handling, communication, and expectation management through resolution, in close coordination with internal teams.
5. Function Evolution
• Contribute actively to the evolution of intake models, service catalogue, and customer engagement standards, ensuring they reflect how services are delivered in practice.
• Help shape and evolve how the Account Management function operates by identifying recurrent delivery friction, proposing pragmatic improvements, and sharing learnings across the team.
• Help raise the maturity and consistency of the Account Management function over time through clear standards, repeatable practices, and delivery-informed ways of working.