Technical Account Manager

Harmony•New York City, NY

4d•Onsite

About The Position

Harmony gives every employee an always-on expert for every service request, inside the tools they already use. Deployed inside Slack and Microsoft Teams, its agents draw on a context graph connecting each employee's identity, devices, applications, and history, resolving requests across IT, HR, finance, procurement, and legal automatically, before a ticket ever opens. With 100+ prebuilt agents that deploy in days, not months, and a 70% no-touch resolution rate, Harmony removes the manual work from enterprise service without removing the humans who should own the hard problems. Built for IT and HR teams that are done waiting for their service platform to catch up with the rest of the business. Harmony is building an enterprise service management platform that runs itself. We need a Technical Account Manager who owns the full post-sale technical relationship with our customers, from making sure the product works to making sure they're getting real value from it. This role blends technical support with strategic account management. You'll troubleshoot issues, drive adoption, monitor customer health, and be the person our customers trust to keep things running and growing. When a customer needs help, you're the first call. When a customer is at risk, you're the one who catches it early. There's a lot of room to grow here, and we'll make sure you have the support and ownership to do it from day one.

Requirements

2+ years of experience in technical account management, customer success, solutions consulting, support engineering or a related customer-facing technical role
Strong technical foundation: comfortable working with APIs, integrations, cloud infrastructure, and debugging issues across complex systems
Ability to manage a portfolio of accounts and prioritize across competing needs without dropping the ball
Clear communication skills, both in writing and in person. You need to be someone a VP of IT trusts as much as a support technician does
Proactive mindset. You catch problems before customers report them, and you think about adoption and health without being asked
Experience using AI tools (Claude, ChatGPT, Copilot) as a natural part of how you work

Nice To Haves

Familiarity with ITSM concepts and enterprise IT environments
Experience with tools like ServiceNow, Jira Service Management, Freshservice, Okta, or similar
Exposure to scripting or programming (Python, JavaScript, Bash, SQL)
Previous experience at a B2B SaaS company

Responsibilities

Own the ongoing relationship with a portfolio of customers, serving as their primary technical point of contact
Drive product adoption and usage, ensuring customers are getting full value from the platform and discovering capabilities they haven't explored yet
Monitor customer health proactively: track engagement patterns, flag risks early, and intervene before small issues become big problems
Troubleshoot technical issues across the platform, including configuration problems, integration errors, and unexpected behavior
Reproduce, document, and escalate bugs to Engineering with clear steps and context
Help build the internal infrastructure that supports the customer experience: implementing and configuring the tools, systems, and processes the team relies on as we scale
Build dashboards, reports, and internal tooling to track customer health, support trends, and account metrics, making the data accessible and actionable for the team
Contribute to and maintain internal documentation, runbooks, and knowledge base articles
Collaborate with Solution Engineering during onboarding and implementation to provide continuity into the post-sale relationship
Surface customer feedback and usage patterns to Product and Engineering to inform the roadmap