Technical Account Manager
About The Position
This Senior Technical Account Manager serves as a trusted technical advisor to enterprise customers, providing post-implementation ownership and ongoing technical partnership. The role focuses on ensuring customer success, solution reliability, and long-term value realization across complex, cloud-based environments. You will own the technical relationship after go-live, bridging customers with internal support, engineering, and product teams while guiding adoption, integrations, and continuous improvement initiatives—particularly around digital evidence management and data-driven workflows. The primary objective is to ensure customers can confidently rely on the platform to ingest, manage, secure, and share critical data reliably at scale.
Requirements
- 5+ years in a customer-facing technical role within SaaS or cloud environments
- Strong ability to communicate complex technical concepts to both technical and non-technical audiences
- Proven experience influencing outcomes using data, metrics, and technical insight
- Experience with system integrations, backend troubleshooting, and data workflows
- Proficiency with scripting languages (Python, C#, PowerShell, or similar)
- Working knowledge of relational databases (SQL) and search technologies (e.g., Elasticsearch)
- Experience with data migration or transformation
- Familiarity with cloud platforms (AWS, Azure, GCP), APIs, identity management, and SSO
- Ability to work independently in fast-paced, time-sensitive environments
- Eligibility to obtain required security clearances
Nice To Haves
- Bachelor’s degree preferred
Responsibilities
- Translate customer technical and business objectives into long-term solution strategies
- Act as the primary technical liaison between customers and internal teams, driving issue resolution, root cause analysis, and best practices
- Maintain deep expertise in the deployed SaaS platform and third-party integrations
- Identify and remove technical barriers to adoption and performance
- Lead the transition from implementation to steady-state support, including documentation, signoff, and operational handoff
- Advocate customer requirements to engineering and product teams
- Lead customer-facing technical reviews, presentations, and demonstrations
- Support a 24/7 environment through on-call rotation and occasional customer travel (10–25%)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
