Technical Account Manager

Yunex Traffic•Austin, TX

About The Position

The Technical Account Manager owns retention, service experience, and technical health for a named portfolio of high-touch accounts in the North America SaaS and support base, from go-live acceptance through renewal. The role is accountable for renewal outcomes and reported account health, and works to prevent service-affecting incidents. It serves as the named owner and single point of entry for account-level escalations, receiving the formal go-live handover from Project Delivery and maintaining each account’s technical plan and records. The position fosters product adoption and engagement, performs first-line triage and routing, and enforces partner-tier first-tier support obligations without taking on the partner’s work. It builds credible peer-level relationships with public-agency operations and IT stakeholders, helps establish account-health measurement baselines, and coordinates with Sales, Project Delivery, partners, and Service Management. Travel to customer and field sites may be required, including in-person attendance when it materially supports resolution or customer confidence. The role may participate in after-hours or on-call escalation rotations depending on customer and portfolio needs.

Requirements

Bachelor’s degree in engineering, computer science, information systems, or a closely related field, or equivalent demonstrated experience.
At least 5 years in technical account management, service management, solution architecture, systems engineering, or comparable customer-facing technical delivery.
Demonstrated ownership of named customer accounts, including accountability for retention, renewal, or service outcomes.
Experience supporting SaaS or hosted solutions integrated with customer IT environments.
Working knowledge of IP networking fundamentals, communication protocols, and system interfaces.
Demonstrated experience in escalation management, root-cause investigation, and corrective-action follow-through.
Experience with public-sector or government agency customers, including procurement and governance processes.
Ability to communicate technical concepts clearly to technical and non-technical audiences.
Ability to collaborate with multidisciplinary teams and achieve outcomes without direct authority.
Strong organizational skills and the ability to independently manage concurrent account commitments reliably.
Willingness and ability to travel to customer and field sites as required.
Valid driver’s license.
Ability to meet the described physical demands, including extended stationary work, occasional movement and reaching, occasional lifting of equipment up to 25 lbs, detailed visual inspection, and communication under time pressure.
Ability to participate in after-hours or on-call escalation support rotations depending on customer and portfolio needs.
Legally authorized to work in the United States without requiring employer-sponsored work authorization now or in the future.

Nice To Haves

ITIL Foundation certification or equivalent service management training.
Experience with advanced traffic management systems (ATMS), traffic signal control, connected vehicle technology, or comparable intelligent transportation systems.
Experience with HubSpot or a comparable customer relationship and case management platform.
Experience establishing account management processes, health reporting, or KPI baselines where none previously existed.
Experience managing service delivery through channel or distribution partners.

Responsibilities

Own an assigned portfolio of named high-touch accounts and be accountable for each account’s renewal outcome and reported health status.
Receive formal go-live handovers from Project Delivery, verify handover package completeness, and activate the account care phase.
Create and maintain technical account plans and records covering solution architecture, integration dependencies, open risks, subscription details, and renewal dates.
Serve as the single escalation front door for account-level issues; determine severity, perform first-line triage, and route issues to the accountable resolving function.
Establish and report account health, including churn-risk signals, to Sales quarterly.
Foster product adoption and customer engagement.
Attend customer sites in person for integration failures and comparable service events when physical presence materially affects resolution or customer confidence.
Enforce first-tier support obligations at the partner tier and escalate partner non-performance rather than absorbing partner workload.
Reduce renewal cycle time against the established baseline by identifying and clearing technical obstacles ahead of contract anniversaries.
Identify expansion and upsell signals and refer them to Sales for qualification and pursuit.
Provide account context and customer communication during major incidents, coordinating with Service Management on systemic or multi-account impacts.
Contribute to the function’s interfaces with Sales, Project Delivery, and partners, including handover standards and escalation routing.
Maintain account records, contacts, subscription data, and issue history transparently in the designated system of record.
Support the establishment of measurement baselines for renewal cycle time, account health, incident volume and cost, and handover compliance; operate against those baselines once in service.
Escalate at-risk accounts to the Customer Lifecycle Management Lead with a documented recovery plan and defined checkpoints.
Perform other related duties as assigned.