Technical Account Manager

About the Role

Reporting to the Senior Manager, Customer Success, the Technical Account Manager serves as the primary technical advisor for reseller and partner customers implementing and integrating our platform with their existing technology ecosystem by guiding them through implementation, API integrations, and ongoing platform optimization.

The Technical Account Manager will work closely with Customer Success, Sales, Product, and Engineering to design integration solutions, troubleshoot technical challenges, and ensure customers successfully adopt and maximize the value of our platform. By translating complex technical concepts into clear, actionable guidance to accelerate time-to-value, strengthen customer relationships, and drive long-term satisfaction and retention.

Key Responsibilities

Customer Integration Consulting

• Serve as the primary technical point of contact during customer onboarding and implementation.
• Lead technical discovery sessions, understand customer architecture, recommend integration approaches, and guide customers through API implementation and best practices.

Technical Support & Troubleshooting

• Investigate and resolve complex API, authentication, and integration issues.
• Collaborate with Engineering to identify root causes, communicate resolutions, and ensure timely issue resolution while maintaining excellent customer communication.
• Manage and resolve inbound technical inquiries received via Jira, triaging requests related to specific client needs, tracking time-to-response and time-to-close, and joining customer calls when technical depth is required.

Cross-Functional Collaboration

• Partner with Customer Success, Sales, Product Management, and Engineering to support implementations, provide technical expertise during the customer cycle when required, escalate product enhancement opportunities, and improve the overall customer experience.

Documentation & Enablement

• Create and maintain integration documentation relative to the customer base records (any customisation), technical guides, API examples, implementation playbooks, and internal knowledge base articles.
• Educate customers and internal teams on integration capabilities and best practices.

Continuous Improvement

• Analyze common integration challenges, identify process improvements, recommend enhancements to APIs and implementation workflows, and contribute to scaling technical customer success processes.