Technical Account Manager

About the role

AlertMedia is seeking a Technical Account Manager to support the Customer Success team and the broader customer base. This role operates under the Technical Solutions team, which serves as a liaison between Customer Success, Development, and Product. The Technical Solutions team also drives internal process improvements, documentation upkeep, and product feedback and enablement.

Responsibilities

• Act as the trusted technical advisor for assigned accounts, understanding their business goals and how our solutions support them.
• Provide proactive technical guidance and support throughout the customer lifecycle, from implementation to renewal.
• Collaborate with Sales, Product, Engineering, and Support teams to deliver a seamless customer experience.
• Own and manage technical escalations, ensuring timely resolution and customer satisfaction.
• Conduct regular account reviews and roadmap sessions to communicate product updates, gather feedback, and ensure alignment.
• Identify opportunities for upselling or expansion based on customer needs and usage patterns.
• Monitor and report on account health, usage metrics, and support trends.

Requirements

• 3-5 years in a customer-facing technical role
• Experience managing enterprise or mid-market accounts
• Strong understanding of APIs, integrations, and technologies to manage user access and security (SSO, SCIM, SFTP)
• Ability to read logs, debug issues, and translate technical problems into business impact
• Strong proficiency in AI tools and technologies, with the ability to apply them to optimize customer workflows, automate processes, and improve overall operational efficiency.
• Strong organizational skills and ability to manage multiple pipelines and priorities
• Excellent written and verbal communication skills, with the ability to collaborate cross-functionally
• Ability and desire to work in a fast-paced, technically challenging environment

Qualifications

• BS/BA degree in Computer Science, Information Technology, or related field
• Experience with CRM systems and customer relationship management
• Knowledge of cloud-based services and platforms
• Experience with project management tools and methodologies

Skills

• Technical expertise in relevant areas such as API management, integration, and security
• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team

Benefits

• Competitive base salary + Company-wide bonus program
• Generous and flexible time off and parental leave policies
• Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
• 401K with generous company match
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back
• A Best Places to Work company 10 years in a row and numerous other awards
• Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
• Ongoing career development opportunities through our Learning & Development team

Pay

Salary range: $80,000 - $120,000 annually

Schedule

This is a full-time, remote position based in the United States.