Technical Account Manager

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

📋 Description

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

• Perform technical health assessments, platform evaluations, and configuration analyses to proactively discover issues and optimization opportunities.

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

• Troubleshoot intricate technical challenges and formulate actionable solutions, including bespoke configurations, workflow redesigns, and integration recommendations.

• Handle technical escalations from start to finish, coordinating with Engineering and Product teams to ensure resolution and keep customers updated.

• Track support request trends across assigned accounts, consolidating common issues to promote broader improvements (training, documentation, product enhancements).

• Recognize and pursue expansion opportunities, including upselling, cross-selling, and professional services by identifying unmet technical requirements.

• Cultivate and maintain strong relationships with key customer stakeholders and executive sponsors through steering committees and regular reviews.

• Deliver expert-level training, enablement, and best-practice advice to assist customers in maximizing platform adoption and ROI.

• Represent the customer's voice internally, providing structured feedback to Product, Engineering, and Customer Success teams on how to better serve our clients.

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

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

⛳️ Requirements

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

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

• Strong technical skills — proficient in platform configuration, API integrations, data flows, and resolving complex software issues.

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

• Proven capability to translate complex technical concepts into clear business value for non-technical stakeholders.

• Excellent stakeholder management skills, including experience engaging with C-level and senior executives.

• Background in a startup or scale-up environment with the ability to succeed in a fast-paced, evolving landscape.

• Strong project management skills with the capacity to handle competing priorities across multiple accounts simultaneously.

• Exceptional written and verbal communication skills with a keen attention to detail.

• Critical thinking and problem-solving mindset with a proactive, solutions-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, prioritizing energy management over time management.

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

• A collaborative, no-silos environment that promotes learning and growth across teams.

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

• Leave benefits.