Technical Account Manager

Technical Account Manager

Department: Managed Services

Employment Type: Full Time

Location: Dublin

Description

As a Technical Account Manager (TAM) at Codec, you will act as the primary technical partner and strategic advisor for a portfolio of clients. You will build deep, trusted relationships with both business and technical stakeholders, aligning Microsoft technology capabilities with customer objectives to deliver measurable business outcomes.

Working at the intersection of client leadership and Codec's Managed Services & Delivery teams, you will ensure services are not only stable and scalable, but continuously optimised to drive value, innovation, and long-term success. This is a relationship-led role with a strong focus on strategic guidance, governance, and technical assurance.

You will develop a comprehensive understanding of each customer's business priorities, industry context, and technical landscape, enabling you to proactively shape their technology roadmap. As a trusted advisor, you will identify opportunities for improvement, challenge thinking where appropriate, and guide customers in leveraging the Microsoft ecosystem to enhance productivity, resilience, and operational effectiveness.

Key Responsibilities

Client & Stakeholder Management

• Act as the primary technical partner and trusted advisor for assigned client accounts
• Build and maintain strong relationships across technical, operational, and senior business stakeholders
• Establish and own the engagement cadence (service reviews, executive briefings, roadmap sessions)
• Translate customer business goals into business aligned technical priorities and outcomes
• Act as the voice of the customer within Codec, ensuring alignment across delivery and leadership teams

Strategic Advisory & Account Planning

• Develop and own a strategic account plan aligned to customer objectives and Microsoft technology capabilities
• Partner with senior stakeholders (e.g. CIO, CTO, Heads of IT/Business) to shape technology strategy and roadmap
• Proactively identify opportunities to drive innovation, optimisation, and value realisation
• Provide informed recommendations, including challenging customer thinking where appropriate
• Guide customers in adopting Microsoft technologies to achieve measurable business outcomes (e.g. cost optimisation, productivity, security, scalability)

Technical Oversight

• Maintain a deep understanding of client architectures, platforms, and integration points
• Provide assurance on solution design, security, scalability, and alignment to best practice
• Lead technical escalation management, ensuring timely resolution and clear communication
• Proactively identify and mitigate technical risks, dependencies, and architectural gaps
• Ensure alignment with Microsoft standards, roadmap, and evolving capabilities

Delivery & Operational Governance

• Work closely with Project Managers, Solution Architects, and Consultants to ensure joined up delivery
• Ensure all services align with Codec's Project Delivery Framework and agreed customer outcomes
• Lead or contribute to steering groups, governance forums, and service review boards
• Oversee prioritisation, backlog shaping, and change control in line with customer priorities
• Monitor service performance against SLAs, KPIs, and customer expectations

Continuous Improvement & Value Realisation

• Identify and drive continuous improvement initiatives across customer environments
• Highlight opportunities for cost optimisation, performance improvement, and increased adoption
• Track and communicate value delivered through services and technology investments
• Promote adoption of new Microsoft capabilities (e.g. AI, automation, cloud services) where relevant

Account Growth & Opportunity Development

• Identify and shape opportunities for expanded services and strategic initiatives based on customer needs
• Collaborate with commercial teams to support account growth, renewals, and long term partnerships
• Contribute technical insight into proposals, roadmaps, and future state planning
• Recognise signals for transformation or additional investment and proactively engage stakeholders

Internal Contribution & Leadership

• Contribute to the development of Codec standards, frameworks, and reusable assets
• Share best practices, lessons learned, and customer insights across delivery teams
• Support the evolution of the TAM function within Codec, helping define best in class account management practices

Skills, Knowledge and Expertise

Essential Experience & Background

• Bachelor's degree in IT, Business, or a related discipline (or equivalent experience)
• 5+ years' experience in a customer facing technical role (e.g. Technical Account Manager, Solutions Consultant, Architect, or similar) within a managed services or professional services environment
• Proven experience managing customer relationships and owning account outcomes, including service performance, stakeholder engagement, and roadmap alignment
• Strong working knowledge of the Microsoft ecosystem (Azure, Microsoft 365, Dynamics 365, Power Platform), with the ability to translate technical capabilities into business value
• Experience supporting live, business critical platforms, including incident management, governance, and continuous improvement
• Demonstrated ability to work across delivery teams and customers to align technical solutions with business objectives

Core Competencies

• Excellent communication skills, with the ability to engage effectively with both technical teams and senior business stakeholders
• Ability to translate complex technical concepts into clear business outcomes and value
• Strong stakeholder management skills, with the ability to build trust, influence decisions, and challenge constructively
• Commercial awareness, with the ability to identify opportunities for optimisation and service expansion in line with customer needs
• Highly organised, with strong problem solving and prioritisation skills across multiple accounts
• Resilient, adaptable, and comfortable operating in dynamic, client facing environments

Desirable

• Experience in a consulting or professional services organisation, particularly within a Microsoft partner ecosystem
• Exposure to public sector or regulated environments, including governance and compliance considerations
• Experience with architectural governance, design assurance, or solution standards
• Microsoft certifications (e.g. Azure, Security, Modern Work, or Business Applications)
• Experience contributing to account planning, roadmap development, or strategic advisory engagements