Technical Account Manager

About Nexcess

Nexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. We serve businesses worldwide, from agencies scaling client sites to enterprises running mission-critical operations. We've built our reputation on deep technical expertise and genuine partnership with every client we work with. Behind every environment we manage is a team of people who take the craft seriously and keep showing up when it matters.

Overview

The Technical Account Manager III serves as the highest-level technical advisor and strategic partner for the organization's most complex, strategic, or high-impact customers. This role provides expert guidance on sophisticated hosting environments, long-term architecture strategy, technical risk, scalability, security, and business continuity.

The TAM III operates with substantial autonomy and organizational influence. This role leads complex customer initiatives and serves as the senior escalation point for critical technical and customer matters.

Compensation

The base salary for this position is between $110k-$130k plus commission

Responsibilities

Executive and Strategic Customer Partnership

• Serves as the primary technical authority for the organization's most complex, strategic, or high-impact customers.
• Builds trusted relationships with customer executives, technical leaders, and other key stakeholders.
• Develops a comprehensive understanding of customer business models, growth strategies, risk tolerance, and technical objectives.
• Leads executive-level account reviews, architecture reviews, and strategic planning discussions.
• Influences customer retention, growth, and investment decisions through expert consultation and demonstrated technical value.
• Anticipates evolving customer needs and recommends solutions before they become operational risks.

Advanced Architecture and Technical Leadership

• Leads the assessment and design of highly complex, distributed, or business-critical hosting environments.
• Provides expert guidance on architecture, performance, security, scalability, resilience, and business continuity.
• Evaluates complex technical dependencies and develops solutions that balance performance, risk, cost, and operational sustainability.
• Establishes technical standards and strategic recommendations for customer environments.
• Reviews and validates technical designs, blueprints, and improvement plans developed by other team members.
• Identifies systemic risks and opportunities affecting multiple customers, platforms, or service offerings.
• Partners with senior Engineering, Product, and Operations leaders on complex customer solutions.

Critical Initiatives and Escalation Leadership

• Leads high-risk migrations, platform transformations, architecture redesigns, and other complex technical initiatives.
• Serves as a senior escalation point for critical, highly visible, or prolonged customer issues.
• Establishes technical response strategies, ownership, communication expectations, and resolution priorities.
• Coordinates senior technical resources and cross-functional teams during major customer-impacting events.
• Communicates complex technical issues, risks, and decisions to customer executives and internal leadership.
• Leads post-incident and post-project reviews to identify root causes and organizational improvements.
• Makes recommendations that influence platform, product, service, and operational decisions.

Team Leadership and Development

• Provides functional leadership, technical direction, coaching, and mentorship to Technical Account Managers.
• Establishes and promotes consistent standards for account strategy, architecture reviews, documentation, and customer engagement.
• Reviews complex customer strategies and provides guidance on technical and relationship risks.
• Leads knowledge-sharing sessions and develops reusable technical resources, frameworks, and best practices.
• Identifies team capability gaps and recommends training or development opportunities.

Cross-Functional Strategy and Continuous Improvement

• Represents strategic customer needs in product, platform, and operational planning.
• Synthesizes customer feedback and technical trends to identify broader service-improvement opportunities.
• Leads cross-functional initiatives that improve customer outcomes, internal processes, and technical service delivery.
• Develops scalable frameworks for technical health assessments, architecture reviews, and account planning.
• Partners with Sales and Customer Success on complex opportunities, renewals, and account-growth strategies.
• Uses portfolio data and customer trends to influence organizational priorities and investment decisions.

Judgment and Work Management

• Exercises advanced independent judgment in matters involving significant technical, customer, financial, or reputational impact.
• Balances customer objectives with technical feasibility, organizational capacity, and long-term platform strategy.
• Prioritizes work across multiple strategic accounts and complex organizational initiatives.
• Operates with limited oversight and provides recommendations directly to senior leadership.
• Identifies and addresses emerging risks before they affect customer outcomes or business relationships.

Qualifications

Required

• 4+ years of experience in technical support, technical account management, customer success, systems administration, or a related field.
• 2+ years of experience managing proactive technical relationships with customers.
• Bachelor's degree in a related field, or an equivalent combination of education and relevant experience.
• Strong knowledge of hosting infrastructure, system architecture, and platform operations.
• Working knowledge of networking fundamentals, DNS, security concepts, and web application troubleshooting.
• Demonstrated ability to troubleshoot complex, nonroutine technical issues.
• Ability to manage multiple complex projects while maintaining technical quality.
• Excellent verbal, written, presentation, and stakeholder-management skills.
• Experience working with Salesforce or another CRM platform.
• Professional presence in phone, video, written, and in-person customer interactions.
• Strong understanding of IT infrastructure (cloud, on-prem, hybrid, bare-metal).
• Experience working directly with enterprise customers in technical account management, technical support, or service delivery role.
• Ability to read and interpret technical solution designs and architecture documentation.
• Working knowledge of networking, security, and general system architecture fundamentals.
• Strong organizational skills with the ability to manage multiple customer accounts and priorities in parallel.
• Ability to triage and prioritize technical queries, distinguishing support, operational, and incident-related issues.
• Confident, clear communicator, comfortable working with customers and cross-functional internal teams (Support, Service Delivery, Product, Network, Sales).
• Customer-focused mindset with a proactive, problem-solving approach.
• Experience working with ticketing or incident management systems.
• Ability to produce clear documentation and handover materials.
• A fluent English speaker.

Preferred

• Advanced knowledge of enterprise-level Linux or LAMP hosting environments and control panels
• Experience leading customer migrations, infrastructure redesigns, or major platform changes.
• Experience working with enterprise or high-value customer accounts.
• Relevant Linux, cloud, networking, security, or customer success certification.
• Prior experience as a Technical Account Manager, Customer Success Manager, or in a similar post-sales technical role.
• Familiarity with cloud platforms (AWS, Azure, GCP).
• Experience with hosting, colocation, or bare-metal infrastructure environments.
• Familiarity with ITIL or other formal service management frameworks.
• Experience working alongside Solution Architects or pre-sales technical teams.
• Basic scripting or technical troubleshooting skills.
• Familiarity with security/compliance frameworks (SOC 2, ISO 27001, HIPAA).
• STEM or other relevant bachelor's degree.

Work Environment

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• While performing the essential duties of this job, the individual is regularly required to speak and hear
• While performing the essential duties of this job, the individual is regularly required to use hands for keyboarding, gross manipulation, and fine manipulation
• Works at a desk and computer screen for extended periods of time
• Works in a traditional climate controlled office environment or from home
• Works in a highly stressful environment dealing with a wide variety of challenges, deadlines and diverse employee population