Technical Account Manager

About the Role:

• Act as dedicated technical point of contact for a portfolio of strategic top tier customers.
• Lead technical handoff from Sales Engineering to ensure continuity from implementation into ongoing operations.
• Build deep relationships with technical stakeholders, architects, platform owners, and engineering leaders.

Responsibilities:

• Continuously assess customer deployments to identify risks around scalability, reliability, performance, and maintainability.
• Provide strategic recommendations for platform improvements, upgrades, optimizations, and architectural changes.
• Guide customers on automation and workflow best practices when they impact platform performance, reliability, or scalability.

Operational Excellence:

• Oversee technical support intake, issue management, critical incidents, and high-severity support cases.
• Coordinate cross-functional responses with Support, Product, Engineering, and Customer Success teams.
• Keep customers informed with timely communication, clear resolution plans, and proactive risk management.

Customer Insights:

• Analyze support activity, recurring issues, usage patterns, and operational risks to drive preventative action plans.
• Triage technical product issues, bugs, and feature requests, ensuring feedback is accurately captured internally.
• Share structured customer insights with Product and Engineering to improve platform outcomes at scale.