Technical Account Manager
Core
Strategic advisor and primary technical support contact for federal and enterprise SaaS customers, ensuring platform adoption, security compliance, and ROI.
Role type
Senior Technical Account Manager (SaaS)
Builds
Customer trust, platform adoption, and retention for high-profile accounts
Domain
SaaS / Enterprise Software / Federal Government
Deliverable
client delivery
Required skills
Strategic account management, technical advanced support, SLA management, root cause analysis, internal advocacy, onboarding and training facilitation, security and compliance knowledge
Preferred skills
Public Trust security clearance, SaaS TAM experience, federal customer experience, accounting/finance domain knowledge, database support experience, product management collaboration
Technologies
Splunk, Jira, Confluence, AWS Services, Zendesk, Microsoft SQL, Oracle SQL, PostgreSQL, RedShift, Restful API, SOAP, WSDL, OpenAPI spec, XML, JSON, Python, Java, Node.js, PowerShell, Shell, Perl
Responsibilities
Serve as main liaison for strategic customers, maximize customer ROI, manage SLAs and performance reporting, facilitate customer meetings, oversee escalations and deliver root cause analysis, advocate for customers internally, collaborate on renewals and revenue retention, drive adoption via onboarding and training, ensure technical health of the platform
Seniority
Senior, hands-on IC
