Technical Account Manager

Key Responsibilities

• 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

• 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)

• 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

• Work closely with Project Managers Solution Architects and Consultants to ensure joined-up delivery
• Ensure all services align with Codecs 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

• 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

• 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

• 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

• Bachelors 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

• 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

• 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