Job Description

Job Summary:

**MUST be located in the Phoenix, AZ metropolitan area or be willing to relocate.

**Some travel may be required to visit customer sites as needed.

The Technical Account Manager (TAM) reports to the Solutions Architect Manager and is a member of the Revenue Team. The TAM role is typically required for large enterprise customers who rely on partnering with Level 3 Audiovisual for technical design, architecture planning, and the creation and documentation of AV standards. This role may be a full-time position or combined with other design engineer roles like sales or build engineering.

The ideal candidate has experience working with end users and technology managers to help develop the system requirements, document those requirements in both technical and non-technical written form, and have a broad knowledge of product and design practices to assist in technology road mapping, architecture creation, and proof of concept projects.

To be considered a TAM, the candidate/employee will possess and maintain industry standard design certifications including CTS-D, CQD and CQT.

Summary of Accountabilities:

• Maintain a comprehensive understanding of all technical aspects of the customer technology portfolio as it pertains to AV technology. This understanding will not be confined to AV hardware and will include cloud UCC providers (Zoom, Teams) and manufacturer specific cloud-based platforms (Crestron XiO and similar) and their role in AV system operation, configuration, and support.
• Act as the enterprise team lead (not a direct manager) for solution architects on the same account. Advise and train team on standards and act as a design issue escalation point. Onboard new team members with standards and processes specific to the account.
• Monitor industry emerging technology and provide recommendations for new solutions that can improve any aspect of the AV program, such as improved performance, better end user experience, better support and reliability, and lower costs.
• Vet new AV products, software, and solutions to ensure compatibility and alignment with the technology strategy. Coordinate with internal teams to develop and test POCs as needed, ensuring due diligence has been done prior to deploying into customer environments.
• Maintain consistent working relationships with all manufacturer enterprise representatives who have products and/or services within the AV program.
• Act as the point of escalation for resolving technology challenges related to the AV program. Collaborate with customer IT teams, HQ technical teams, and subcontractors to troubleshoot issues efficiently and minimize downtime.
• Act as a central point of contact to facilitate information sharing, partner with operations teams to resolve technical and operational issues, and ensure alignment with program goals and customer expectations. Build strong working relationships to enhance team synergy and foster a customer-focused approach to problem-solving and program execution.
• Serve as a trusted advisor to the customer’s technical and operational stakeholders (Office managers, IT departments, etc.). Communicate complex technical concepts in a way that aligns with their business goals and ensures a shared understanding of AV program objectives.
• Ensure the accuracy, relevance, and accessibility of all AV program documentation, including design standards, room BOMs, functional narratives, and workflow documentation. Regularly update these artifacts to reflect system updates, technology changes, and lessons learned from deployments or operational challenges.
• Maintain accuracy of various knowledgebase articles for other members of the program to easily reference. The TAM may not be the one who has the specific information, but they must make sure the articles are current and collaborate with other members to update the information, such as, approved software versions across various products in the AV portfolio.
• Manage and maintain a centralized repository for all AV program artifacts, ensuring accessibility, version control, and security. Regularly verify that all stakeholders are using the latest approved versions of documentation.
• Implement a system to notify all relevant parties—including internal teams, subcontractors, and the customer—of changes to program standards, documentation, or procedures. Ensure notifications include clear summaries of updates and their impact.
• Develop and maintain a formal change management process to ensure all updates to the AV program—including hardware, software, and standards—are documented, approved, and communicated to relevant stakeholders.
• Establish and enforce a governance framework for tracking revisions to all program artifacts, including version histories, authorizations, and effective dates. Ensure all documentation changes are reviewed and approved according to predefined workflows.
• Ensure that any changes to program documentation are aligned with broader customer standards, including IT, security, and operational policies. Coordinate with customer teams to maintain alignment.
• Plan and lead technical QBRs with the customer to review program performance, technology updates, and strategic initiatives. Present insights, metrics, and recommendations to align the AV program with the customer’s evolving needs.
• Conduct standing meetings with internal and external stakeholders to discuss technology challenges, system performance, and upcoming changes. Ensure these meetings are productive, action-oriented, and focused on continuous improvement.
• Develop and maintain a centralized tracking system for capturing and monitoring all AV program issues, opportunities, and changes. Regularly update stakeholders on the status of tracked items, ensure timely resolution, and identify trends that require strategic action or escalation.
• Document and assign follow-up actions from QBRs and meetings. Ensure accountability by tracking progress and communicating updates to all relevant parties.
• Windows/Microsoft Office proficient.
• Smartsheet proficient.
• Demonstrate a willingness and passion to learn new techniques and procedures.
• Read and write at or above a college level.
• Read and understand technical documentation (equipment manuals, installation guides, written procedures, and policies, etc.)

Qualifications:

10+ years industry experience with the tasks described herein preferred.

Experience Requirements:

• The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
• This job description in no way states or implies that these are the only duties to be performed by this employee.
• He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.
• Conduct oneself when on customer property with utmost professionalism and demonstrate an awareness of the sensitive nature of that work environment.
• Positive and effective interaction with internal and external customers.
• This position is not meant to include “installation tasks” like mounting displays, speakers, projectors, etc.
• Working with ladders or lifts in the commissioning process may be required.

Training \ Certification \ Education Requirements:

• High School Diploma or equivalent
• 2-4 year college degree preferred
• L3 Installation Training – Networking Fundamentals
• Avixa CTS-D Certification
• AQAV CQT, CQD
• Audinate
• Biamp Tesira Forte/Server/Server-IO online
• Other certifications relevant to the enterprise account

Disclaimer:

The above statements are intended to describe the general nature and level of work

being performed by people assigned to this classification. They are not to be construed

as an exhaustive list of all responsibilities, duties, and skills required of personnel so

classified. All personnel may be required to perform duties outside of their normal

responsibilities from time to time, as needed.

Level 3 Audiovisual an equal opportunity employer. All applicants will be considered for employment without

attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status

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