Associate Manager, Technical Account Management

TL;DR

Associate Manager, Technical Account Management: Lead technical customer success for strategic accounts by driving product adoption, retention, and expansion with an accent on implementation, configuration, optimization, and risk mitigation. Focus on translating customer feedback into actionable insights for product and development teams while managing Technical Account Managers and monitoring KPI performance using PowerBI and Salesforce.

Location: Miami, FL

Company

hirify.global provides AI-powered IT management and cybersecurity software for managed service providers (MSPs) and internal IT organizations.

What you will do

• Provide technical leadership to customers and internal teams on implementation, configuration, and optimization of products and solutions.
• Act as the primary technical contact for complex, strategic accounts; advocate for customer needs and priorities.
• Develop and execute customer success plans to drive value realization, adoption, satisfaction, retention, and expansion.
• Identify and mitigate risks to customer success, including technical challenges and adoption barriers.
• Monitor customer satisfaction and engagement metrics; collaborate on process improvements to enhance customer outcomes.
• Use Business Intelligence tools (PowerBI) and CRMs (Salesforce) to report and track KPI performance for Technical Account Managers.

Requirements

• Bachelor’s degree in computer science, engineering, or a related field.
• 5+ years of experience in a customer-facing technical role (customer success engineer, solutions engineer, or technical account manager).
• Strong technical aptitude in software applications, APIs, and cloud technologies.
• Proven ability to manage complex technical projects and drive customer success initiatives.
• Project management experience to manage multiple priorities simultaneously.
• Excellent communication skills to explain technical concepts to non-technical audiences.

Nice to have

• Management experience.
• Experience with enterprise customers and strategic accounts.
• Familiarity with CRM and customer success tools (e.g., Salesforce, Gainsight).

Culture & Benefits

• High-growth, high-performance environment focused on innovation, accountability, and results.
• Customer advocacy and cross-functional collaboration to drive product improvements.
• Opportunity to lead in a player/coach capacity by managing Technical Account Managers.

Hiring process

• Interviewing prospects for Technical Account Management.
• Evaluation of technical background, communication skills, and experience driving customer success.