Technical Account Manager

About the role

The Technical Account Manager in Account Management plays a critical, client-facing role focused on managing a portfolio of technical customers to drive retention, satisfaction, and revenue growth. Acting as the primary point of contact, this role ensures technical clients are successfully onboarded, supported, and engaged throughout the customer lifecycle. The Account Manager collaborates cross-functionally to align internal resources and deliver a seamless customer experience that fosters long-term success—particularly within complex, technical environments. We are a fast paced, energetic team driven by continuous process improvement. We're looking for motivated, organized, and independent team members. This position requires good communication skills and the ability to quickly pick up new technologies.

Responsibilities

• Serve as the primary liaison for assigned technical customer accounts, fostering trust and accountability across all touchpoints.
• Conduct regular check-ins and lead Strategic Business Reviews to assess engagement, performance, and solution alignment.
• Understand each customer's technical goals, success metrics, IT architecture, and integration requirements to deliver proactive support and guidance.
• Assist with Technical sales presentations.
• Monitor account health and customer satisfaction, addressing risks and removing technical or process-related barriers to success.
• Identify and escalate upsell and cross-sell opportunities in collaboration with the Sales team to achieve Net Revenue Retention (NRR) goals.
• Support timely renewal discussions and collaborate on securing customer commitments.
• Drive account strategies that directly contribute to Gross Revenue Retention (GRR) by mitigating churn risks and maximizing customer value from a technical perspective.
• Understand the customer environment to ensure maximum deployment across the organization.
• Work closely with internal teams (Onboarding, Adoption, Support, Product, Engineering, and Marketing) to ensure consistent customer experience and technical alignment.
• Ensure that all available customer integrations are configured.
• Identify and facilitate all opportunities for training.
• Champion the voice of the technical customer internally, providing feedback to influence product enhancements, documentation, and implementation support.
• Maintain accurate and up-to-date records of customer activity, engagement, and solution health using Salesforce, Gainsight, and other relevant tools.
• Track and report on key performance indicators, including GRR, Strategic Business Reviews, qualified opportunities, customer advocacy, and internal collaboration.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 2+ years of experience in account management, customer success, or a related client-facing technical role.
• Strong communication, technical problem-solving, and relationship management skills.
• Familiarity with GIS technologies, IT systems, APIs, or enterprise integration workflows.
• Applicant must live within a reasonable distance of a major airport in CA/AZ/NM/NV.

Preferred Experience

• Experience in SaaS, cloud services, or other technology-enabled environments.
• Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).
• Working knowledge of technical product adoption, system configuration, or solution deployment in B2B settings.

Core Competencies

• Drive & Follow Through - Takes initiative and turns ideas into action.
• Adaptability in Uncertainty - Adjusts quickly and performs through change.
• Customer-Centered Mindset - Puts customer needs at the center of decisions.
• Judgment & Problem Solving - Makes sound decisions and solves problems effectively.
• Role-Specific Expertise - Applies strong functional expertise to deliver results.
• Results Accountability - Owns outcomes and delivers on commitments.
• Work Prioritization & Execution - Focuses on priorities and delivers on time.

Pay

This is a full-time remote role with a base salary of $55,000-$70,000 and a commission target of $30,000.

Schedule

Applicant must live within a reasonable distance of a major airport in California/Arizona/New Mexico/Nevada.