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.
