As a Technical Account Manager (TAM) at Codec, you will act as the primary technical partner and strategic advisor for a portfolio of clients. You will build deep, trusted relationships with both business and technical stakeholders, aligning Microsoft technology capabilities with customer objectives to deliver measurable business outcomes.Working at the intersection of client leadership and Codec’s Managed Services & Delivery teams, you will ensure services are not only stable and scalable, but continuously optimised to drive value, innovation, and long-term success. This is a relationship-led role with a strong focus on strategic guidance, governance, and technical assurance.You will develop a comprehensive understanding of each customer’s business priorities, industry context, and technical landscape, enabling you to proactively shape their technology roadmap. As a trusted advisor, you will identify opportunities for improvement, challenge thinking where appropriate, and guide customers in leveraging the Microsoft ecosystem to enhance productivity, resilience, and operational effectiveness.ResponsibilitiesClient & Stakeholder ManagementAct as the primary technical partner and trusted advisor for assigned client accountsBuild and maintain strong relationships across technical, operational, and senior business stakeholdersEstablish and own the engagement cadence (service reviews, executive briefings, roadmap sessions)Translate customer business goals into business-aligned technical priorities and outcomesAct as the voice of the customer within Codec, ensuring alignment across delivery and leadership teamsStrategic Advisory & Account PlanningDevelop and own a strategic account plan aligned to customer objectives and Microsoft technology capabilitiesPartner with senior stakeholders (e.g. CIO, CTO, Heads of IT/Business) to shape technology strategy and roadmapProactively identify opportunities to drive innovation, optimisation, and value realisationProvide informed recommendations, including challenging customer thinking where appropriateGuide customers in adopting Microsoft technologies to achieve measurable business outcomes (e.g. cost optimisation, productivity, security, scalability)Technical OversightMaintain a deep understanding of client architectures, platforms, and integration pointsProvide assurance on solution design, security, scalability, and alignment to best practiceLead technical escalation management, ensuring timely resolution and clear communicationProactively identify and mitigate technical risks, dependencies, and architectural gapsEnsure alignment with Microsoft standards, roadmap, and evolving capabilitiesDelivery & Operational GovernanceWork closely with Project Managers, Solution Architects, and Consultants to ensure joined-up deliveryEnsure all services align with Codec’s Project Delivery Framework and agreed customer outcomesLead or contribute to steering groups, governance forums, and service review boardsOversee prioritisation, backlog shaping, and change control in line with customer prioritiesMonitor service performance against SLAs, KPIs, and customer expectationsContinuous Improvement & Value RealisationIdentify and drive continuous improvement initiatives across customer environmentsHighlight opportunities for cost optimisation, performance improvement, and increased adoptionTrack and communicate value delivered through services and technology investmentsPromote adoption of new Microsoft capabilities (e.g. AI, automation, cloud services) where relevantAccount Growth & Opportunity DevelopmentIdentify and shape opportunities for expanded services and strategic initiatives based on customer needsCollaborate with commercial teams to support account growth, renewals, and long-term partnershipsContribute technical insight into proposals, roadmaps, and future-state planningRecognise signals for transformation or additional investment and proactively engage stakeholdersInternal Contribution & LeadershipContribute to the development of Codec standards, frameworks, and reusable assetsShare best practices, lessons learned, and customer insights across delivery teamsSupport the evolution of the TAM function within Codec, helping define best-in-class account management practicesRequirementsEssential Experience & BackgroundBachelor’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 environmentProven experience managing customer relationships and owning account outcomes, including service performance, stakeholder engagement, and roadmap alignmentStrong working knowledge of the Microsoft ecosystem (Azure, Microsoft 365, Dynamics 365, Power Platform), with the ability to translate technical capabilities into business valueExperience supporting live, business-critical platforms, including incident management, governance, and continuous improvementDemonstrated ability to work across delivery teams and customers to align technical solutions with business objectivesCore CompetenciesExcellent communication skills, with the ability to engage effectively with both technical teams and senior business stakeholdersAbility to translate complex technical concepts into clear business outcomes and valueStrong stakeholder management skills, with the ability to build trust, influence decisions, and challenge constructivelyCommercial awareness, with the ability to identify opportunities for optimisation and service expansion in line with customer needsHighly organised, with strong problem-solving and prioritisation skills across multiple accountsResilient, adaptable, and comfortable operating in dynamic, client-facing environmentsExperience in a consulting or professional services organisation, particularly within a Microsoft partner ecosystemExposure to public sector or regulated environments, including governance and compliance considerationsExperience with architectural governance, design assurance, or solution standardsMicrosoft certifications (e.g. Azure, Security, Modern Work, or Business Applications)Experience contributing to account planning, roadmap development, or strategic advisory engagements
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