Strategic Technical Account Manager
New
USFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years
- Required Skills
- RESTful APIsNetworkingStakeholder managementCustomer Success
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
- 5+ years of experience in technical account management, customer success, or technical support roles.
- Experience supporting enterprise or high-revenue SaaS customers in complex environments.
- Strong understanding of APIs, networking concepts, and enterprise application workflows (ERP, eCommerce, SaaS platforms).
- Proven ability to lead root cause analysis and resolve high-impact technical incidents.
- Experience coordinating cross-functional engineering, product, and support teams.
- Strong communication skills, with the ability to translate technical issues into clear business language.
- Ability to manage multiple high-priority accounts while meeting strict SLAs.
- Strong problem-solving skills and sound judgment in critical customer situations.
- Familiarity with AI tools and a willingness to integrate AI into daily workflows and customer support processes.
Responsibilities
- Serve as the primary technical owner for a portfolio of strategic, high-ARR customers post-implementation.
- Lead complex incident resolution, including root cause analysis, escalation management, and cross-functional coordination.
- Ensure adherence to service level agreements, including rapid response times and high-quality case resolution.
- Conduct proactive technical health checks, risk assessments, and trend analysis to prevent recurring issues.
- Partner closely with Customer Account Management teams to support retention, expansion, and account health strategies.
- Manage hypercare transitions from implementation to steady-state support for enterprise customers.
- Provide structured feedback to Product and Engineering teams to address systemic issues and improve platform performance.
- Drive clear, timely communication with customers during critical incidents and escalations.
- Contribute to improving support processes, documentation, and operational efficiency across teams.
View Full Description & ApplyYou'll be redirected to the employer's site
