Strategic Technical Account Manager

The Strategic Technical Account Manager role is designed for a technically skilled customer advocate who can guide enterprise clients through complex SaaS environments and maximize long-term value. Key responsibilities include building and maintaining strategic relationships with assigned enterprise customers, providing proactive technical guidance, and collaborating with internal teams to deliver customer value.

About the role

This role combines technical expertise, strategic consulting, and relationship management across enterprise accounts. It is ideal for someone who enjoys translating complex technical concepts into practical solutions for regulated industries.

Responsibilities

• Build and maintain strategic relationships with assigned enterprise customers, acting as a trusted technical advisor throughout the customer lifecycle.
• Develop a deep understanding of customer environments, including system architecture, integrations, workflows, stakeholders, business processes, and operational risks.
• Provide proactive technical guidance to improve platform adoption, optimize configurations, and align solutions with customer objectives.
• Recommend features, best practices, and improvements that help customers achieve measurable business outcomes.
• Identify potential risks, technical challenges, and adoption barriers before they impact customer operations.
• Partner with internal teams including Support, Engineering, Services, and Sales Operations to coordinate solutions and deliver customer value.
• Collaborate with operational account teams to ensure continuity between proactive initiatives and reactive support needs.
• Translate customer requirements and technical challenges into actionable insights for internal teams and product improvements.
• Support customer retention and renewal efforts by demonstrating platform value, reducing risk, and strengthening customer confidence.
• Communicate technical strategies, recommendations, and outcomes effectively to both technical teams and executive stakeholders.

Requirements

• 7+ years of experience in technical account management, customer success engineering, solutions consulting, or similar enterprise SaaS roles.
• Proven experience supporting strategic, premium, or enterprise-level customers with complex technical environments.
• Strong understanding of SaaS platforms, cloud technologies, APIs, integrations, and enterprise application architectures.
• Knowledge of database concepts, SQL, and data analysis techniques.
• Experience working with regulated industries, including life sciences, healthcare, medical devices, or other compliance-focused environments.
• Familiarity with regulatory frameworks such as FDA 21 CFR Part 11, ISO standards, or GxP environments.
• Strong business and strategic acumen, with the ability to communicate ROI and business impact to senior stakeholders.
• Excellent communication skills with the ability to translate complex technical concepts for diverse audiences.
• Strong relationship management, collaboration, documentation, and problem-solving abilities.
• Ability to coordinate cross-functional initiatives and influence teams without direct authority.
• Willingness to occasionally adjust schedules based on customer priorities and time zones, with limited travel expectations.

Benefits

• Competitive base salary range of $90,000 - $110,000 USD plus benefits.
• Fully remote work opportunity with schedule flexibility.
• Comprehensive medical coverage with full premium coverage options.
• Dental and vision insurance plans.
• 401(k) retirement plan with company matching contributions.
• Generous paid time off programs that increase with tenure.
• Employer-paid life insurance coverage.
• Wellness programs including fitness benefits, gym memberships, and health-focused reimbursements.
• Employee recognition programs and company events.
• Professional development opportunities within a collaborative and innovative technology environment.