"Alerted.org

Role Summary:

The Technical Alignment Manager (TAM) is responsible for driving technical alignment across our Managed Services customer base by proactively assessing client environments, identifying risks and opportunities, and ensuring consistent execution of technical standards. This role supports strategic business reviews, scopes and validates project work, and performs quality assurance on complex initiatives to ensure deliverables meet both customer expectations and internal benchmarks. The TAM acts as a technical liaison between engineering, project teams, and customer success to promote operational excellence and long-term client satisfaction.

Key Responsibilities

1. Technical Alignment Audits

+ Conduct full IT assessments using QBR/Customer Experience tools and customized questionnaires.

+ Review customer environments for risk, compliance, and optimization opportunities.

+ Document findings and remediation recommendations in alignment platforms.

2. Technical Business Reviews (TBRs)

+ Attend TBRs as needed to support vCIOs and Sales Reps.

+ Present audit findings and roadmap items to clients.

+ Collaborate with stakeholders to ensure clarity on technical deliverables and timelines.

3. Project Scoping and Planning

+ Create and update project templates and work plans.

+ Draft Statements of Work (SOWs) with clear scope, budget, and timelines.

+ Collaborate with vCIOs, Sales and Professional Services for quoting and approvals.

4. Review and Validation

+ Review technical alignments and project scopes for accuracy and completeness.

+ Provide feedback to ensure alignment with customer expectations and internal standards.

+ Validate scope against risk levels, strategic priorities and desired outcomes.

5. Quality Assurance

+ Perform QA on complex projects before deployment.

+ Ensure documentation, configurations, and deliverables meet quality benchmarks.

+ Support post-project reviews and continuous improvement efforts.

Additional Duties

+ Support onboarding activities including onsite tool deployment and documentation.

+ Participate in recurring customer meetings and strategic planning sessions.

Qualifications

+ Proven experience in MSP environments, preferably in technical account management or project coordination.

+ Strong understanding of IT infrastructure, risk management, and client success frameworks.

+ Excellent communication and documentation skills.

+ Familiarity with tools like Propel, BrightGauge, and ticketing systems.

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