Technical Account Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act as the main technical liaison for a portfolio of strategic accounts, overseeing the technical relationship from post-sale through renewal and beyond.

• Perform technical health assessments, platform evaluations, and configuration reviews to proactively identify issues and opportunities for optimization.

• Create and implement customized technical success plans that align with each customer's business objectives and platform maturity.

• Analyze complex technical issues and develop actionable solutions, which may include custom configurations, workflow redesigns, and integration suggestions.

• Handle technical escalations in a comprehensive manner, coordinating with Engineering and Product teams to ensure resolution while keeping customers updated.

• Track support request trends across assigned accounts, consolidating common issues to foster broader improvements such as training, documentation, and product enhancements.

• Recognize and pursue expansion opportunities, including upsells, cross-sells, and professional services by identifying unmet technical needs.

• Establish and nurture strong relationships with key customer stakeholders and executive sponsors through steering committees and regular review sessions.

• Offer expert-level training, enablement, and best-practice guidance to assist customers in maximizing platform adoption and return on investment (ROI).

• Represent the customer’s voice internally by providing structured feedback to Product, Engineering, and Customer Success teams on how we can enhance our services.

• Work closely with Customer Success Managers to ensure cohesive account strategies and seamless customer experiences.

• Foster customer advocacy through reference-ability, case studies, and engagement in community events.

⛳️ Requirements

• 5+ years of experience in technical account management, solutions engineering, implementation, or a customer-facing technical role within a SaaS environment.

• Demonstrated history of managing enterprise-level customer relationships with a focus on retention and revenue growth.

• Strong technical proficiency — comfortable with platform configuration, API integrations, data flows, and resolving complex software challenges.

• Experience in conducting technical audits, health assessments, and solution design for customers with varying degrees of technical sophistication.

• Proven ability to translate intricate technical concepts into clear business value for non-technical stakeholders.

• Excellent stakeholder management capabilities, including experience working with C-level and senior executives.

• Experience in a startup or scale-up environment, with the ability to thrive in a fast-paced and evolving landscape.

• Strong project management skills, capable of handling competing priorities across multiple accounts simultaneously.

• Outstanding written and verbal communication abilities with a keen attention to detail.

• Critical thinking and problem-solving mindset with a proactive, solution-oriented approach.

• A good sense of humor and a desire to be part of a close-knit, passionate team.

🏝️ Benefits

• Flexibility in work hours and location, emphasizing energy management over time management.

• Access to online learning platforms and a budget for professional development.

• A collaborative environment with no silos, promoting learning and growth across teams.

• A vibrant social culture featuring team lunches, social events, and opportunities for creative contributions.

• 100% Work From Home.

• Leave Benefits.