Technical Account Manager

Responsibilities

• Support implementation and troubleshooting of technical services for public safety agencies in the UK.
• Analyze customer technical landscapes, processes, and policies to recommend interfaces, migrations, analytics, and other services.
• Advocate for customers, address pain points, and collaborate with Services, Customer Experience, Product, and Engineering teams to resolve issues and improve the product.
• Provide technical and product expertise for sales support, relationship building, and implementation timeline alignment.
• Analyze customer needs, recommend enhancements, and communicate feedback to developers.
• Track and report account metrics and product performance to support sales goals and customer satisfaction.
• Guide stakeholders through requirements gathering, solutioning, documentation, configuration and mapping, and user acceptance testing.
• Coordinate with Delivery teams on implementation timelines and payment milestones.

Requirements

• At least 5 years of experience in technical account management at an enterprise software company.
• Experience managing complex accounts, particularly in government sectors.
• Strong technical support skills across pre-sales and post-sales.
• Ability to address product queries promptly and train customers in effective product use.
• Technical expertise in digital technologies, SaaS, and front-end development.
• Ability to explain complex concepts to non-technical audiences.
• Strong strategic, cost-effective problem-solving and recommendation skills.
• Excellent communication, analytical, and problem-solving skills.
• Ability to work at the customer site in Manchester up to 5 days per week.
• Authorization to work in the United Kingdom; visa sponsorship is unavailable.
• May require Non-Police Personnel Vetting security clearance up to level 3.

Compensation and Benefits

• 28 days of holiday plus UK bank holidays.
• Private medical, dental, and vision insurance for employees and dependents.
• 18 weeks of paid parental leave for primary caregivers plus a ramp-back program.
• Income protection at 75% of salary and death-in-service cover at 4x salary.
• Pension with a 3% employer contribution.
• Gym reimbursement for the employee and partner.
• Home office equipment allowance.
• Company performance-based bonus.
• One-month paid sabbatical after five years.
• Biannual hackathons and learning budget.