Technical Account Manager (SaaS)

TL;DR

Technical Account Manager (SaaS): Providing proactive and reactive post-implementation support and strategic relationship management for designated accounts with an accent on escalation management and technical best practices. Focus on driving resolution of critical issues, optimizing product adoption, and bridging the gap between customers and internal R&D teams.

Location: Remote (USA)

Company

A global innovation powerhouse in AI, cloud, and digital software, serving 25,000+ businesses to deliver customer experiences, fight financial crime, and ensure public safety.

What you will do

• Serve as a trusted advisor and primary interface between customers and internal support/R&D organizations.
• Analyze support activity and SR trends to ensure SLAs and CSAT targets are met.
• Manage critical escalations and facilitate Root Cause Analysis (RCA) and best practice sessions.
• Identify barriers to product adoption and partner with internal teams to optimize customer success.
• Oversee the transition from Client Services to Customer Support to ensure Day 2 readiness.
• Mentor and coach engineers from a technical perspective.

Requirements

• Must be based in the USA.
• Excellent organizational and communication skills with the ability to influence decisions using data.
• Strong problem-solving and interpersonal skills for interacting with diverse management levels.
• Ability to work independently in time-critical environments and adapt to changing business needs.
• Availability for on-call responsibilities (24x7x365) and occasional travel to customer sites.

Culture & Benefits

• Fast-paced, collaborative, and creative work environment.
• Endless internal career opportunities across multiple roles, disciplines, and domains.
• Opportunity to work at a global market leader in AI and cloud technologies.