Technical Account Manager

Job Summary:

We’re looking for a Technical Account Manager who can be deployed into our customer accounts to deeply understand their technical landscape, diagnose challenges, and architect solutions that drive meaningful outcomes. This role sits at the intersection of technical consulting and account management—you’ll be equally comfortable reviewing a customer’s platform configuration as you are presenting a strategic roadmap to their leadership team. You’ll act as a trusted technical advisor to our most important accounts, combining deep product expertise with a commercial mindset focused on retention, expansion, and long-term customer success. You are not a support agent—you operate above day-to-day support, developing a thorough understanding of each customer’s environment, workflows, and business objectives so they never have to re-explain their setup.

Key Responsibilities:

• Serve as the primary technical point of contact for a portfolio of strategic accounts, owning the technical relationship from post-sale through renewal and beyond
• Conduct technical health checks, platform audits, and configuration reviews to proactively identify issues and optimization opportunities
• Develop and execute tailored technical success plans aligned to each customer’s business goals and platform maturity
• Diagnose complex technical challenges and create actionable solutions, including custom configurations, workflow redesigns, and integration recommendations
• Manage technical escalations end-to-end, liaising with Engineering and Product teams to drive resolution and keep customers informed
• Monitor support request trends across assigned accounts, aggregating common issues to drive broader improvements (training, documentation, product enhancements)
• Identify and progress expansion opportunities including upsell, cross-sell, and professional services by uncovering unmet technical needs
• Develop and build strong relationships with key customer stakeholders and executive sponsors through steering committees and regular reviews
• Provide expert-level training, enablement, and best-practice guidance to help customers maximize platform adoption and ROI
• Be the voice of the customer internally, providing structured feedback to Product, Engineering, and Customer Success on how we can better serve our clients
• Collaborate closely with Customer Success Managers to ensure aligned account strategies and seamless customer experiences
• Drive customer advocacy through reference-ability, case studies, and participation in community events

Required Skills and Experience:

• 5+ years of experience in a technical account management, solutions engineering, implementation, or customer-facing technical role within a SaaS environment
• Proven track record managing enterprise-level customer relationships with a focus on retention and revenue expansion
• Strong technical aptitude—comfortable with platform configuration, APIs integrations, data flows, and troubleshooting complex software issues
• Experience conducting technical audits, health checks, and solution design for customers with varying levels of technical maturity
• Demonstrated ability to translate complex technical concepts into clear business value for non-technical stakeholders
• Excellent stakeholder management skills, including experience engaging with C-level and senior executives
• Experience in a startup or scale-up environment with the ability to thrive in a fast-paced, evolving landscape
• Strong project management skills with the ability to manage competing priorities across multiple accounts simultaneously
• Exceptional written and verbal communication skills with meticulous attention to detail
• Critical thinking and problem-solving mindset with a proactive, solutions-oriented approach
• A good sense of humor and desire to be part of a close-knit, passionate team