Technical Account Manager
Department: Managed Services
Employment Type: Full Time
Location: Dublin
Description
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.
Key Responsibilities
Client & Stakeholder Management
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
Strategic Advisory & Account Planning
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)
Technical Oversight
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
Delivery & Operational Governance
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
Continuous Improvement & Value Realisation
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
Account Growth & Opportunity Development
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
Internal Contribution & Leadership
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
Essential Experience & Background
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
Core Competencies
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
Desirable
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
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