Technical Account Manager

About the role

Own the ongoing relationship with a portfolio of customers, serving as their primary technical point of contact
Drive product adoption and usage, ensuring customers are getting full value from the platform and discovering capabilities they haven't explored yet
Monitor customer health proactively: track engagement patterns, flag risks early, and intervene before small issues become big problems
Troubleshoot technical issues across the platform, including configuration problems, integration errors, and unexpected behavior
Reproduce, document, and escalate bugs to Engineering with clear steps and context
Help build the internal infrastructure that supports the customer experience: implementing and configuring the tools, systems, and processes the team relies on as we scale
Build dashboards, reports, and internal tooling to track customer health, support trends, and account metrics, making the data accessible and actionable for the team
Contribute to and maintain internal documentation, runbooks, and knowledge base articles
Collaborate with Solution Engineering during onboarding and implementation to provide continuity into the post-sale relationship
Surface customer feedback and usage patterns to Product and Engineering to inform the roadmap

Required Qualifications

• 2+ years of experience in technical account management, customer success, solutions consulting, support engineering or a related customer-facing technical role
• Strong technical foundation: comfortable working with APIs, integrations, cloud infrastructure, and debugging issues across complex systems
• Clear communication skills, both in writing and in person. You need to be someone a VP of IT trusts as much as a support technician does
• Proactive mindset. You catch problems before customers report them, and you think about adoption and health without being asked
• Experience using AI tools (Claude, ChatGPT, Copilot) as a natural part of how you work

Preferred Qualifications

• Familiarity with ITSM concepts and enterprise IT environments
• Experience with tools like ServiceNow, Jira Service Management, Freshservice, Okta, or similar
• Exposure to scripting or programming (Python, JavaScript, Bash, SQL)
• Previous experience at a B2B SaaS company