Technical Account Manager

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

📋 Description

• Act as the main technical liaison for a set 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 uncover issues and optimization possibilities.

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

• Troubleshoot intricate technical problems and develop actionable solutions, including custom configurations, workflow redesigns, and integration suggestions.

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

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

• Identify and advance expansion opportunities, including upselling, cross-selling, and professional services by revealing unmet technical needs.

• Establish and nurture strong relationships with essential customer stakeholders and executive sponsors through steering committees and regular reviews.

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

• Represent the customer's voice internally, providing structured feedback to Product, Engineering, and Customer Success on how we can better meet client needs.

• Collaborate closely with Customer Success Managers to ensure synchronized account strategies and seamless customer experiences.

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

⛳️ Requirements

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

• Proven success in managing enterprise-level customer relationships with an emphasis on retention and revenue growth.

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

• Experience performing technical audits, health checks, and solution designs for customers with varying degrees of technical sophistication.

• Demonstrated ability to convey complex technical ideas into clear business value for non-technical stakeholders.

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

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

• Strong project management capabilities with the ability to juggle competing priorities across multiple accounts simultaneously.

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

• Critical thinking and problem-solving mentality with a proactive, solution-focused approach.

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

🏝️ Benefits

• Flexibility in working hours and location, focusing on managing energy rather than time.

• 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 with team lunches, social events, and opportunities for creative input.

• Health insurance.

• Leave benefits.

• 13th Month Salary.