Overview:

Empowering Technology Solutions (ETS) is hiring a Senior Technical Account Manager (Senior TAM) to lead technical alignment at a higher level across a book of clients. This role is for an experienced MSP professional who can run strong client conversations, identify risk and standards gaps quickly, and turn technical findings into a prioritized roadmap and a reliable pipeline of well-formed project opportunities.

Senior TAMs are client-facing and are expected to raise the bar on alignment quality, roadmap clarity, and opportunity readiness. This role is not intended to be a project implementation resource; it is focused on alignment leadership, client communication, and ensuring recommendations turn into outcomes.

What You’ll Do:

• Own technical alignment for assigned accounts, including standards alignment, lifecycle planning, risk reduction, and ongoing roadmap management
• Lead quarterly client reviews with consistent preparation, clear outputs, and disciplined follow-through
• Identify technical gaps and improvement opportunities and translate them into clear recommendations, priorities, and phased plans
• Convert alignment findings into well-defined opportunities that are ready for discovery/scoping and quoting (clear outcomes, assumptions, risks, and dependencies)
• Partner closely with the Client Success Manager on renewal readiness by ensuring alignment needs, standards gaps, and roadmap priorities remain visible and addressed
• Coordinate with Professional Services for discovery/scoping prior to quoting; ensure project intent and requirements are clear before proposals are built
• Mentor and support other TAMs by improving documentation habits, technical review practices, and consistency of outputs
• Contribute to improving templates, definitions of done, and the operating rhythm for quarterly reviews, roadmaps, and opportunity creation

Qualifications

Required

• MSP / managed IT experience with strong technical scope and client-facing responsibility
• Proven ability to run structured client meetings and influence decisions professionally
• Strong documentation standards and end-to-end follow-through
• Demonstrated ability to create clarity from imperfect information and competing priorities
• Comfortable working in a PSA/ticketing/documentation environment (ConnectWise preferred, not required)

Preferred / Highly Valued

• Experience improving quarterly review and roadmap programs (templates, standards, consistent outputs)
• Experience partnering with engineering/Professional Services for discovery/scoping prior to quoting
• Familiarity with common MSP platforms, security/backup standards, and documentation best practices
• Comfort using AI tools to improve documentation, analysis, and planning efficiency

Technical Expectations (Strong Working Knowledge)

You do not need to be the deepest engineer in the room, but you must be technically credible, able to validate recommendations, and able to coach others. You should be comfortable discussing:

• Microsoft 365 and identity/security fundamentals (Entra ID, MFA/Conditional Access concepts)
• Backup/BCDR principles and validation expectations
• Networking/infrastructure fundamentals sufficient to assess risk and guide decisions
• How standards reduce risk, improve reliability, and reduce recurring issues

How Success Will Be Measured (High-Level)

• Quarterly client reviews are consistently well-run and produce clear priorities, owners, and follow-through
• Roadmaps remain current and drive measurable improvement work over time
• Alignment findings reliably convert into qualified, well-documented opportunities that become scoped project work
• Standards adoption improves through consistent messaging and a clear remediation path
• TAM output quality improves through mentorship, standardization, and strong documentation discipline

Compensation & Benefits

• Annual Salary plus Quarterly Bonus (structure to be defined)
• Paid time off (PTO) and paid holidays
• Health insurance options (Medical, Vision, Dental)
• Ongoing training and professional development

About ETS (Purpose, Promise, Values)

Purpose: To empower organizations with outcomes that drive growth, clarity, and confidence.

Promise: We own the outcome.

Core Values

• Platform Thinking: We don’t just fix issues – we build better systems.
• Ownership of Growth: We take responsibility for our improvement and share what we learn to elevate those around us.
• We Think Bigger: We don’t just solve today’s problem — we design for what’s next.
• End-to-End Ownership: We own the outcome and deliver results with clarity.
• Relationship Excellence: We treat every relationship as something worth protecting and improving.

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you able to work on-site in Bloomington, IL (full-time)?
• How many years of managed services provider (MSP) experience in a technical role do you have?

Work Location: In person