Technical Account Manager

Role Responsibilities:

• Hold overall accountability for support outcomes, escalations, and cross-functional coordination to turn commitments into customer results.
• Maintain clear documentation and visibility across support queues, ensuring timely updates and proper closure for high-impact issues.
• Serve as the primary technical communication channel, translating customer needs and keeping stakeholders informed proactively.

Operational Excellence:

• Run structured cadences and maintain shared documentation across Customer Success, Support, Engineering, Product, and Services teams.
• Provide accurate reporting on support health, SLA performance, and service consumption to customers and leadership.
• Drive visibility and alignment across all technical workstreams, ensuring predictable execution and risk mitigation.

Qualifications:

• Requires 5-7+ years in a customer-facing technical role like Technical Account Management or Support Engineering.
• Must have 3+ years supporting complex Enterprise SaaS platforms and experience with support tooling and escalation management.
• Strong technical fluency, program management skills, and excellent communication abilities under pressure are essential.

Company Environment:

• This is a remote role with occasional travel expected 1-2 times per year for in-person meetings.
• The company is building an inclusive culture focused on ownership, growth mindset, courageous communication, and customer-centricity.
• All successful candidates must undergo comprehensive background checks due to the sensitive nature of customer data.