Technical Account Manager

As a Technical Account Manager, you will own the end-to-end post-sales relationship and ensure customers realize maximum value from their investment. You will act as a trusted advisor, technical expert, and strategic partner, driving adoption, delivering measurable business outcomes, and ensuring long-term retention and expansion.

What You'll Do

Deliver Customer Value

Develop a deep understanding of customer goals, workflows, and technical environments to map them to platform capabilities, best practices, and measurable business outcomes.

Run value check-ins, business reviews, and optimization sessions to ensure customers consistently realize ROI.

Provide consultative guidance, platform enablement, training, and solution recommendations to maximize value and improve end-user experience.

Drive Adoption & Platform Success

Lead customers through adoption of new features, use-cases, and modules across different teams, regions, and business units.

Be hands-on with the platform; stay current on product capabilities, integrations, and AI-driven enhancements.

Proactively identify efficiency gains, automation opportunities, and configuration improvements to drive increased usage and ROI.

Lead Technical Implementation & Solution Delivery

Support onboarding, configuration, integration validation, and rollout activities to ensure smooth technical implementation.

Understand customer architecture, data flows, and system dependencies to advise on scalable, secure, and optimized setups.

Coordinate with engineering, product, support, and services to resolve issues and influence roadmap priorities.

Build Strategic Relationships & Champions

Serve as the customer’s day-to-day strategic advisor and trusted technical partner.

Build strong, multi-level relationships with senior stakeholders, end users, and technical teams.

Develop internal champions who advocate for the platform and support expansion opportunities.

Manage Account Health & Governance

Track and manage key performance indicators across adoption, consumption, value realization, and retention.

Establish strong operational discipline with regular check-ins, executive business reviews, and early-warning risk management.

Own renewal readiness and partner with Sales to identify upsell / cross-sell opportunities.

Advocate For The Customer

Act as the internal voice of the customer, communicating needs, challenges, and enhancement requests to product and engineering teams.

Partner cross-functionally to ensure seamless end-to-end experience across support, services, product, and sales.

Who Are You & What Makes You Qualified

3+ years in B2B SaaS account management, customer success, technical account management, and / or implementation roles.

Strong understanding of web technologies, APIs, integrations, SaaS platforms, CRM, and / or social media technologies.

Excellent communication, stakeholder management, and executive-level presentation skills.

Strong analytical and problem-solving mindset; ability to derive insights, harmonize data, and build business cases.

Skilled at breaking down complex issues, articulating technical concepts clearly, and driving structured resolutions.

Ability to manage multiple projects simultaneously in a fast-paced, deadline-driven environment.

Passion for solving customer challenges, driving outcomes, and delivering exceptional customer experience.

Experience with customer engagement platforms, Go-To-Market technologies or omni-channel digital tools is a plus.

Bachelor's degree in a technical, engineering, or related discipline; advanced degree preferred.

Hands-on familiarity with workflow tools, analytics, data visualisation, AI-driven solutions, and enterprise integrations.

Multilingual abilities (French, German, Spanish, Japanese, etc.) are a plus.

Flexibility to support North America time zones.