Technical Account Manager

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

👻 Ghost score 0%

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Interact Software

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

☁️ SaaS

⚡ Productivity

Enterprise • SaaS • Productivity

Interact Software is a leading provider of intranet solutions designed to enhance internal communications and employee engagement within organizations. Their platform offers a unified digital workspace that integrates communication, content management, and collaboration tools, empowering teams to work more effectively. With features such as AI-driven content personalization and mobile accessibility, Interact Software aims to transform the way businesses communicate and foster a connected workforce.

📋 Description

• Act as the primary technical point of contact for key accounts • Build strong relationships and understand customer business objectives • Provide proactive and reactive technical support and troubleshoot issues • Ensure timely resolution to maintain customer satisfaction • Collaborate with internal teams to develop tailored solutions aligned with customer requirements • Guide customers through implementation, integration, and ongoing technical optimisation best practices • Oversee technical escalations and ensure complex or critical issues are resolved efficiently • Maintain clear communication with stakeholders during escalations • Identify risks to customer satisfaction and retention • Proactively address concerns and improve the customer experience • Provide customer-feedback insights and recommendations to influence product development and service improvements • Support implementations and provide guidance around APIs and technical workflows • Collaborate with Technical Onboarding, Product, and Development teams • Support enterprise customers across US and EMEA regions and multiple time zones

🎯 Requirements

• Significant experience in a client-facing technical role, preferably in Technical Account Management or a related field • Strong focus on building and maintaining customer relationships • Proven track record of managing and growing enterprise or complex client accounts • Experience driving customer satisfaction, retention, and business value • Experience providing technical guidance and troubleshooting complex issues • Experience working with APIs, integrations, and cloud-based solutions • Strong problem-solving skills, including diagnosing, escalating, and resolving technical issues • Experience handling escalations, conflict resolution, and negotiation • Ability to collaborate cross-functionally with Product, Engineering, and Customer Success teams • Familiarity with global customer operations and supporting businesses across multiple time zones and industries • Basic understanding of software architecture, system integrations, and troubleshooting methodologies • Familiarity with AWS, Azure, or Google Cloud • Ability to work with REST APIs and troubleshoot connectivity issues • Intermediate knowledge of relational databases such as MS SQL, MySQL, or PostgreSQL, including writing queries and understanding data structures • Basic understanding of firewalls, authentication methods such as OAuth and SSO, and data security best practices • Awareness of web applications, JavaScript frameworks such as React, Vue, or Angular, and backend technologies such as ASP.Net, Node.js, or Python • Knowledge of ERP, CRM, and Content Management Systems and their integrations into business workflows • Familiarity with ITIL, incident response, change management, and SLA-driven support models • Strong interpersonal and relationship-building skills • Customer-first mindset • Confident communication and stakeholder management skills • Problem-solving and adaptability • Process-driven approach • Detail-oriented with a strategic mindset • Self-motivated and proactive

🏖️ Benefits

• 25 Holidays/PTO (with the option to buy and sell additional days) • 401K contributions after 3 months service • Company healthcare plans or 3rd party reimbursement • Voluntary Dental, Vision and Life Cover • Flexible Saving Account • Employee Discount and Reward Program • Reimbursement for use of personal mobile phone