Technical Account Manager

• - Build and maintain strong, enduring relationships with clients, understanding their needs, goals, and challenges.
• - Serve as the bridge between Engine and our clients, managing all aspects of the client support and experience.
• - Engage with product/service owners and incident management specialists within our clients' organisations.
• - Participate in monthly and quarterly business reviews with the Client Relationship Director/Engagement lead to discuss strategic initiatives and platform performance.
• - Engage in clients' quarterly planning processes to understand their roadmap and align on business requirements.
• - Provide regular, transparent updates to clients on changes, categorised as Critical Path, Immediate Impact, and Roadmap items.
• - Collaborate with internal teams, including Solutions Architects and Product Owners, to establish estimated delivery timelines for client requests.
• - Communicate and coordinate platform changes, assisting with the creation of client release notes for major API updates.
• - Provide technical support and troubleshooting for clients, helping to identify, assess, and triage issues based on severity and impact.
• - Guide clients on the optimal use of our product, ensuring they get the best value from its technical features.
• - Facilitate ongoing technical support by collaborating with engineering teams to troubleshoot and resolve issues.
• - Assist new clients with the onboarding process, guiding them through the run process and supporting them during the UAT phase of project delivery.
• - Regularly review and update knowledge base materials and runbooks to ensure accuracy and relevance.
• - Gather valuable feedback from clients on our product and services, relaying this information to our Technology and Product teams to inform future improvements.
• - Contribute to the continuous improvement of our Engine documentation.

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