Client Technology Advisor

Overview

The Technical Strategic Partner (TSP) serves as a senior technical and strategic advisor to our customers at Aqueduct Technologies. In this role, you will focus on long-term technical alignment, architectural oversight, and strategic guidance, ensuring Aqueduct’s solutions continue to support and evolve with the customer’s business objectives.

The TSP complements the Customer Success Manager and Managed Services teams by providing forward-looking insight rather than day-to-day service delivery.

• Lead with accountability, integrity, and transparency in every customer interaction
• Build and sustain trust through proactive communication, empathy, and technical credibility
• Foster long-term relationships focused on partnership, not just support

• Develop a deep understanding of the customer’s business objectives, technical environment, and long‑term roadmap
• Provide guidance on architecture, scalability, risk, and modernization opportunities
• Act as a trusted advisor on evolving technologies and industry best practices relevant to the customer

• Partner with the Customer Success Manager to align technical strategy with business goals
• Lead or participate in regular strategy and roadmap discussions with customer stakeholders
• Identify gaps, risks, and opportunities where Aqueduct can provide additional value
• Conduct regular technical health reviews, ensuring infrastructure, systems, and platforms remain secure, stable, and aligned with best practice

• Proactively introduce new capabilities, services, or solutions that align with customer needs
• Help customers understand how to get the most value from their existing Aqueduct investments
• Support renewal and growth conversations through technical insight and strategic alignment

• Serve as the technical voice of the customer internally
• Collaborate with sales, services, and engineering teams to ensure customer needs are understood and addressed
• Help shape account plans and long‑term engagement strategies

• Partner with the NOC, Service Desk, and Engineering teams to ensure seamless service delivery
• Review and interpret performance metrics, incident trends, and service data to identify systemic improvement opportunities
• Ensure managed services are aligned with contractual obligations, SLAs, and Aqueduct’s operational standards
• Participate in incident post‑mortems to provide technical insight and identify preventive measures

• Identify and champion best practices that enhance the customer experience
• Recommend enhancements to Aqueduct’s service offerings based on customer feedback and observed needs
• Stay current with emerging technologies, frameworks, and industry trends to ensure customers remain competitive
• Participate in the evolution of Aqueduct’s Managed Services portfolio by sharing field insights and success stories

• Bachelor’s degree in a related field or equivalent experience
• 5+ years of experience in progressive IT roles spanning technical consulting, solutions engineering/architecture, or technical account management within an MSP/VAR or complex B2B environment
• Demonstrated success serving as a trusted technical advisor to multiple accounts
• Experience partnering with Customer Success, Service Delivery, and Sales to support renewals/expansion through technical insight
• Strong working knowledge across Microsoft 365, Azure, networking, virtualization, and cybersecurity
• Familiarity with managed service frameworks (ITIL, NIST, or equivalent)
• Experience with account planning, technical roadmap development, and IT operations/service alignment (including SLA awareness and incident trend review)
• Ability to own the technical success and satisfaction of assigned customers, ensuring that Managed Services engagements deliver measurable value and drive continuous alignment between technology and business outcomes
• CISO‑style advisory experience is a plus