Technical Account Manager

Role Overview

• 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 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
• 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

Requirements

• 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
• 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 (desirable)
• Exposure to public sector or regulated environments, including governance and compliance considerations (desirable)
• Experience with architectural governance, design assurance, or solution standards (desirable)
• Microsoft certifications (e.g. Azure, Security, Modern Work, or Business Applications) (desirable)
• Experience contributing to account planning, roadmap development, or strategic advisory engagements (desirable)

Tech Stack

• Azure
• Cloud