Technical Account Manager

• Serve as the primary technical point of contact for clients requiring deep architectural, infrastructure, and system-level expertise
• Lead technical discussions directly with client technical stakeholders, including CTOs, architects, and DevOps teams
• Provide authoritative technical guidance to clients exploring system-level changes or enhancements
• Build and maintain trusted relationships with client technical teams through expert communication and reliable technical insights
• Translate complex system architecture, performance metrics, and infrastructure behaviors into clear, actionable insights for client stakeholders
• Deliver comprehensive root cause analysis explanations directly to clients and their technical teams
• Facilitate technical planning discussions with clients, providing early-stage technical input and guidance
• Ensure client technical stakeholders have complete understanding of system capabilities, limitations, and optimization opportunities
• Engage with clients when technical issues involve deeper architectural or infrastructure considerations beyond standard support scope
• Support enterprise and regulated clients with complex co-implementation models by providing technical clarity and boundary definition
• Coordinate with internal technical teams to ensure clients receive comprehensive, accurate technical information
• Proactively engage with client technical teams to prevent issues and optimize their understanding of our solutions
• Research and coordinate technical solutions across Application Support, Application Delivery, and other internal teams in response to client needs
• Collaborate with PMs, Ops Managers, and Implementation Leads on technical concerns beyond their ownership or expertise
• Chair cross-functional meetings with internal technical teams to uncover and resolve sources of technical disruptions affecting client workflows
• Coordinate major incident response and resolution across multiple internal teams and stakeholders
• Position yourself as a trusted technical advisor to client organizations, not just a support resource
• Maintain ongoing technical relationships that support long-term client success and satisfaction
• Ensure clients feel confident in their technical decisions through expert guidance and clear communication
• Identify and analyze recurring technical issues across clients to drive systemic improvements and prevent future risks
• Note: This role engages directly with clients only for topics involving system architecture, infrastructure, or application stack design and behavior—this is not a general support role.

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