Job Summary
The Technical Account Manager serves as the primary technical point of contact and trusted advisor for our enterprise clients. This role will own the technical relationship across the full customer lifecycle — from onboarding and implementation through adoption, renewal, and growth — coordinating closely with the Product, Delivery, Support, and Sales teams to ensure client needs are resolved quickly and correctly.
Key Responsibilities
- Own the technical relationship for an assigned portfolio of enterprise accounts, building trust with both technical stakeholders and business decision-makers.
- Advise clients on product usage, solution design, system integration, and technical best practices.
- Support the sales team in presales activities: technical presentations, demos, proof of concept, RFP/TOR responses, and feasibility assessment of client requirements.
- Track open issues and incidents through to closure, coordinating internal teams and communicating status to clients proactively.
- Oversee SLA performance, lead periodic service review meetings, and produce usage and system-health reports for clients.
- Collect, qualify, and prioritize client feedback and feature requests for the Product team.
- Monitor account health, identify churn risk early, and surface upsell and cross-sell opportunities.
- Produce technical documentation and user guides, and deliver training sessions to client teams.
Qualifications
Required
- Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or a related field.
- 3–5+ years of experience as a Technical Account Manager, Solution Consultant, Presales Engineer, Technical Support Lead, Implementation Consultant, or Systems Analyst.
- Solid understanding of enterprise software architecture: web applications, REST APIs, relational databases (SQL), and both cloud and on-premise deployment models.
- Able to write SQL queries for basic data verification and troubleshooting.
- Strong communication and presentation skills, with the ability to explain technical concepts clearly to non-technical audiences.
- Strong problem management, prioritization, and cross-functional coordination skills.
- Good working English for technical documentation and client communication.
Preferred
- Experience in a SaaS company or software house.
- Knowledge of ITIL, SLA management, and incident/problem management practices.
- Experience implementing ERP or other large-scale enterprise systems.
- Programming background (Java, React) or hands-on system integration experience.
