Technical Account Manager

As a Technical Account Manager (TAM) , you will play a critical role in supporting and guiding enterprise clients through complex technical challenges across modern workplace, endpoint, and cloud technologies. You will work closely with customer account teams, support teams, and services leadership to drive resolution, optimize technical environments, and deliver value throughout the customer lifecycle. This is a remote role based anywhere in Germany .

Key Responsibilities

• Customer Relationship Management : Serve as a trusted technical advisor and single point of contact for your assigned customers.
• Escalation Management : Lead and coordinate the resolution of high-impact technical escalations, ensuring stakeholder communication and customer satisfaction.
• Service Delivery : Manage the delivery of complex services in alignment with the customer’s Statement of Work (SOW), driving proactive support and operational excellence.
• Incident & Root Cause Analysis : Provide post-incident reviews and develop preventive measures.
• Optimization & Improvement : Identify improvement areas and lead continuous service enhancements, drawing on customer feedback and performance trends.
• Collaboration : Engage cross-functional teams including engineering, field services, and vendors to ensure consistent service delivery.
• Reporting & Analytics : Analyze service performance data to identify trends, provide insights, and deliver performance reports to customer and internal stakeholders.

Required Skills & Experience

• 10+ years of experience in enterprise technical services, preferably in roles like TAM, Field Consultant, or Solution Architect.
• Superior knowledge of PC, Cloud, and Endpoint Management technologies .
• Strong background in Windows OS engineering, diagnostics, and troubleshooting .
• Hands-on experience with :
• Patch Management, Driver Management, and Imaging tools
• Fluent in English and German (business level).
• Experience communicating effectively with senior executives and CXO-level stakeholders .
• Proven success in escalation and incident management with strong documentation and follow-up skills.
• Familiarity with Asset Management , Modern IT Deployment Solutions , and ITSM tools (e.g., ServiceNow).
• Strong organizational, interpersonal, and project coordination skills with the ability to manage multiple priorities.

Preferred Qualifications

• Certifications in Microsoft technologies (e.g., AZ-104, MD-102, SC-300) .
• Proven track record working with large enterprise environments .
• Experience in managing partner ecosystems and collaborating with cross-regional teams.
• Understanding of cloud migration, hybrid deployments , and device management best practices .