Technical Account Manager

Job Description 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.