Technical Account Manager; TAM - On Site , Scottsdale AZ

Technical Account Manager (TAM) - On Site , Scottsdale AZ

Join to apply for the Technical Account Manager (TAM) - On Site , Scottsdale AZ role at GMI - Global Market Innovators

About The Role

GMI is seeking a skilled Technical Account Manager (TAM) to serve as a trusted advisor and primary liaison between our Managed Service Desk customers and internal delivery teams. The TAM acts as the customer’s advocate within GMI—ensuring alignment, facilitating service delivery, coordinating escalations, and driving continuous improvement.

You will serve as a named point of contact for escalations, monthly reporting, quarterly business reviews, lifecycle management, and post-incident analysis. This position requires strong communication skills, technical knowledge, and the ability to deliver a superior customer experience.

• Serve as the primary point of contact for escalations and service coordination
• Lead internal and external customer kickoff calls alongside PMO team
• Support Quarterly Business Reviews and growth strategy discussions
• Communicate security risks or emerging threats that may impact customer environments
• Maintain customer‑specific support documentation
• Review tickets for quality, accuracy, and compliance with standards

• Generate and review scheduled reports covering asset usage, health, lifecycle, and RCA
• Ensure the GMI support team stays informed of customer issues and priorities
• Facilitate internal resources to support customer initiatives

• Collaborate with Sales and PMO on SOW creation, project structure, and profitability targets
• Ensure project prerequisites and documentation are in place before project kickoff
• Monitor delivery progress to address resource strain or technology gaps
• Communicate and manage customer expectations throughout the engagement

• Deliver customer feedback to internal teams to drive service enhancements
• Contribute to documentation, templates, SOPs, and delivery standards
• Assist in selecting and deploying tools that improve service delivery

• Minimum 7 years of experience in relevant IT services roles
• Strong presentation and executive communication skills
• Prior Network or Systems Engineering experience
• Ability to work decisively under pressure
• Experience with network/system monitoring tools
• Experience with cloud computing (AWS and/or Azure)

• Prior TAM experience
• Associate degree in CS, Engineering, MIS, CIS, or related field

• Ability to sit at a computer for extended periods
• Light to moderate lifting as needed
• Must be US Citizen due to contract obligation
• Position may require ability to pass standard state and federal DPS Background checks and obtain an IV‑D Fingerprint Clearance Card (Schools)
• Reasonable accommodations available for qualified individuals with disabilities

• 401(k) Plan with Company Match
• Health Coverage (Medical, Dental, Vision)
• Stock Appreciation Rights after one year with the company
• Open Paid Time‑Off policy with Generous Vacation & Sick Time

Mid‑Senior level

Contract

Sales and Business Development

IT Services and IT Consulting

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