Technical Account Manager

Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned customers and understand their business and technical environments.
• Build and maintain long-term relationships with key stakeholders.
• Engage customers to ensure satisfaction, address concerns, and understand evolving needs.

Technical Support and Solutions

• Provide technical guidance and support for successful product implementation and operation.
• Troubleshoot and resolve technical issues with internal technical teams as needed.
• Develop and deliver technical training and product demonstrations.
• Develop workflows and build custom workers using SDKs.
• Guide customers on hosted-worker configuration and scalability.
• Guide customers on disaster recovery and multicluster architecture approaches.

Account Management

• Monitor and report customer account status, usage metrics, service adoption, and upsell opportunities.
• Identify and address risks to customer success and retention.
• Coordinate with sales and customer success teams on account strategies and goals.

Customer Advocacy

• Represent customer feedback internally.
• Collaborate with product management and development teams to influence product roadmaps.

Project Management

• Oversee technical customer projects, ensuring delivery on time, within scope, and to customer satisfaction.
• Manage project timelines, resources, and budgets.
• Provide regular updates to customers and internal stakeholders.

Continuous Improvement

• Stay current with industry trends and best practices.
• Improve customer experience and internal processes.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent work experience.
• Strong technical background in software, cloud services, or IT infrastructure.
• Ability to understand complex technical issues and communicate solutions effectively.
• At least 5 years of experience in enterprise-level client-facing work.
• Experience in a customer-facing role, preferably technical account management, customer success, or technical support.
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple projects and tasks simultaneously.
• Experience with project management tools and methodologies.
• Strong analytical, strategic thinking, and problem-solving skills.
• Ability to handle difficult situations and provide effective solutions under pressure.

Nice-to-Haves

• Operations-oriented mindset with the ability to identify and eliminate process friction.
• Experience managing small- to medium-scale projects.
• Strong organizational and self-starting mindset.

Benefits

• Comprehensive health coverage, including medical, dental, and vision.
• Flexible paid time off.