Technical Account Manager

Interact Software

10d•$90,000 - $110,000•Remote

About The Position

Interact is seeking a Technical Account Manager to serve as a trusted advisor to a portfolio of enterprise customers, helping them maximize the value of Interact’s solutions and achieve their business objectives. This highly visible, customer-facing role combines technical expertise with commercial awareness to drive adoption, optimize solution performance, and deliver an exceptional client experience. The Technical Account Manager owns key accounts, manages technical escalations, and proactively identifies opportunities to improve processes, integrations, and service delivery. The role works closely with customers and internal teams, including Technical Onboarding, Product, and Development, to deliver tailored solutions and resolve complex technical challenges. It uses coding and integration knowledge to troubleshoot issues, support implementations, and advise on APIs and technical workflows. Customers are located across the US and EMEA, so the role supports clients across multiple time zones and engages stakeholders in large, global organizations. Interact provides enterprise intranet software used by more than four million employees worldwide. The company describes its culture as collaborative and focused on trust, continuous learning, and improvement, and is incorporating AI into its intranet experience.

Requirements

Significant experience in a client-facing technical role, preferably Technical Account Management or a related field, with a strong focus on building and maintaining customer relationships.
A track record of managing and growing enterprise or complex client accounts and driving customer satisfaction, retention, and business value.
Experience providing technical guidance and troubleshooting complex issues, including APIs, integrations, and cloud-based solutions.
Strong problem-solving skills, including diagnosing, escalating, and resolving technical issues efficiently while communicating clearly with customers.
Experience handling escalations, conflict resolution, and negotiation to achieve successful client outcomes.
Ability to collaborate with Product, Engineering, and Customer Success teams to deliver solutions aligned with customer needs.
Familiarity with global customer operations, 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, including hosting, networking, and security best practices.
Ability to work with REST APIs, troubleshoot connectivity issues, and advise customers on integration best practices.
Intermediate knowledge of relational databases such as MS SQL, MySQL, or PostgreSQL, including writing queries and understanding data structures.
Basic understanding of networking and security, including firewalls, OAuth, 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 integration into business workflows.
Familiarity with incident response, change management, and SLA-driven support models, including ITIL practices.
Strong interpersonal and relationship-building skills, with the ability to build trust and act as a strategic advisor to enterprise clients.
Customer-first mindset and ability to understand customer needs, drive value, and ensure satisfaction.
Confident communication and stakeholder-management skills, including leading discussions with senior leaders, influencing decisions, and explaining technical concepts to non-technical audiences.
Problem-solving ability and adaptability when troubleshooting complex technical issues and providing solutions under pressure.
Process-driven approach and ability to standardize customer engagement and technical support processes.
Attention to detail and a strategic mindset, balancing day-to-day technical support with long-term account growth and success.
Self-motivation and proactivity, taking ownership of customer success and anticipating issues.

Responsibilities

Act as the primary technical point of contact for key accounts, building strong relationships and understanding customers’ business objectives.
Provide proactive and reactive technical support, troubleshoot issues, and ensure timely resolution to maintain customer satisfaction.
Collaborate with internal teams to develop tailored solutions that meet customer requirements and maximize the value of company products and services.
Guide customers on best practices for implementation, integration, and ongoing optimization of technical solutions.
Oversee technical escalations, ensuring complex or critical issues are resolved efficiently while maintaining clear communication with stakeholders.
Identify risks to customer satisfaction and retention, and proactively address concerns to improve the customer experience.
Share insights and recommendations based on customer feedback to influence product development and service improvements.