Job Description

Company Overview:

Arctiq is a leader in professional IT services and managed services across three core Centers of Excellence: Enterprise Security, Modern Infrastructure and Platform Engineering. Renowned for our ability to architect intelligence, we connect, protect, and transform organizations, empowering them to thrive in today's digital landscape. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.

Position Overview:

The Technical Account Manager (TAM) acts as the

primary technical liaison

and

trusted advisor

for strategic accounts. This role combines technical expertise, account management, and business acumen to ensure customers maximize the value of Arctiq's solutions and services. The TAM is responsible for driving adoption, ensuring contract renewal, identifying expansion opportunities, and providing executive-level reporting on service performance and outcomes.

Responsibilities:

Client Engagement & Relationship Management

Serve as the

single point of contact

for assigned accounts, ensuring technical and business alignment. Build trusted relationships with customer stakeholders (CIO, IT leadership, security and platform teams). Conduct regular

business reviews (monthly/quarterly)

with client executives to demonstrate value.

Operational Oversight

Partner with NOC/SOC and delivery teams to

oversee service delivery

(e.g., managed firewall, observability, cloud, security). Ensure SLA compliance and

escalation management

for incidents and service requests. Coordinate

change management reviews

and validate Best Practice Assessments.

Proactive Governance & Reporting

Develop and present

executive dashboards

on service health, KPIs, and ROI. Lead quarterly service reviews and capacity planning sessions. Monitor usage trends and proactively recommend improvements.

Growth & Value Creation

Identify and qualify opportunities for

expansion

(new services, firewall devices, SASE, cloud/AI adoption). Protect and grow

baseline contracts

by ensuring adoption and customer satisfaction. Support sales teams with technical expertise during renewals and upsell cycles.

Strategic Alignment

Map Arctiq's offerings to

customer business objectives

(profitability, resilience, sustainability, safety). Provide guidance on

cloud modernization, observability, and security roadmaps

. Act as a customer advocate within Arctiq, influencing product and service evolution.

Qualifications:

Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience). 5+ years in a technical customer-facing role (TAM, Solutions Architect, Customer Success Engineer, or similar). Strong knowledge of enterprise IT domains:

cloud platforms (Google Cloud, AWS, Azure), security (Palo Alto, Netskope, Cisco), observability (Dynatrace, OpenTelemetry), DevOps/Platform Engineering.

Excellent communication and executive presentation skills (able to engage both technical staff and C-suite). Experience in

managed services, NOC/SOC environments, or enterprise IT operations

preferred.



Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience). 5+ years in a technical customer-facing role (TAM, Solutions Architect, Customer Success Engineer, or similar). Strong knowledge of enterprise IT domains:

cloud platforms (Google Cloud, AWS, Azure), security (Palo Alto, Netskope, Cisco), observability (Dynatrace, OpenTelemetry), DevOps/Platform Engineering.

Excellent communication and executive presentation skills (able to engage both technical staff and C-suite). Experience in

managed services, NOC/SOC environments, or enterprise IT operations

preferred.

Success Metrics:

Customer satisfaction (CSAT/NPS). Contract renewals and revenue retention. Expansion opportunities influenced/closed. SLA compliance and incident resolution improvement. Executive alignment and stakeholder trust.




Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.

We thank you for your interest in joining the Arctiq team! While we welcome all applicants, only those who are selected for an interview will be contacted.