About the Role

We’re seeking a client-centric Technical Account Manager (TAM) to join our service delivery team. In this role, you'll serve as the strategic technical liaison between Panda Technology and our clients—helping them operate efficiently, securely, and with confidence. You'll own the full lifecycle of client engagement from strategic planning to on-site support, cybersecurity alignment, and vendor management.

Key Responsibilities

- Act as the primary technical contact for assigned clients, aligning IT operations with business needs
- Conduct regular remote and in-person account reviews
- Provide VIP support and serve as escalation point for technical issues
- Oversee onsite break-fix visits, hardware management, and user lifecycle
- Ensure adherence to security best practices, including M365, Azure, Intune, and ThreatLocker
- Lead compliance efforts for backup and disaster recovery using Acronis
- Manage client assets using Asset Panda and procurement via Panda Online Store
- Maintain relationships with ISPs, VoIP, and SaaS vendors, ensuring SLAs are met
- Drive automation initiatives and help clients modernize systems and licensing

Key Performance Indicators (KPIs)

- Maintain CSAT scores of 90%+
- Achieve 95%+ client retention through proactive engagement
- Resolve 80% of tickets within SLA windows
- Achieve 99% uptime on critical client infrastructure
- Deliver 100% of scheduled account reviews and onsite visits
- Identify 10%+ cost savings through licensing optimization and automation

Qualifications

- 3+ years of experience in technical account management or IT service delivery
- Strong knowledge of Microsoft 365, Azure, Intune, and cybersecurity practices
- Experience with asset management, vendor relations, and automation tools
- Client-facing communication skills and consultative approach
- Preferred certifications: Microsoft 365 Certified, Azure Admin, Security+, ITIL

Compensation & Benefits

- Base Salary: TBD
- 401(k): Matching contributions up to 4% of salary
- Healthcare: TBD
- PTO: 160 hours annually
   - 3 weeks (15 days) paid time off
   - 1 floating holiday
   - 4 federal holidays (New Year’s Day, Independence Day, Thanksgiving, Christmas) — opt-in required to work those days

Why Join Panda Technology?

- Work in a service-first environment where automation drives service excellence
- Collaborate with a passionate team focused on client outcomes
- Access enterprise-grade tools and opportunities to grow in IT leadership
- Enjoy competitive pay, benefits, and a people-first culture

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