Technical Account Manager

Quantum Metric

1d • Remote

About The Position

The Technical Account Manager serves as a trusted, customer-facing partner, ensuring seamless coordination between enterprise/strategic clients and internal teams. This role bridges business objectives and technical delivery, providing the structure, communication, and oversight needed to drive success across complex engagements.

You will partner closely with Account Management, Customer Success, Support, Engineering, and Product teams to align technical execution with account strategy and ensure customer goals are achieved with precision and professionalism. You’ll not only step in to resolve challenges with calm and clarity when they arise, but also build the processes to prevent them in the first place.

The ideal candidate is composed, analytical, strategic, and business-minded — equally confident engaging with senior executives, operators, and technical practitioners. You understand how to tailor communication for every audience and build trust at all levels. Within your first 180 days, you’ll be recognized as a steady, diplomatic presence who brings structure, accountability, and calm to even the most complex situations.

Requirements

• 4+ years of experience in Technical Account Management, Customer Success, or Program Management within SaaS or enterprise technology. A basic understanding of HTML/CSS and analytics tagging is suggested
• Strong business and technical acumen — with the ability to understand our platform, translate its capabilities into customer value, and connect technical insights to strategic outcomes
• Exceptional communication and executive presence — adept at engaging both senior leaders and operational teams with credibility and empathy
• Proven ability to build rapport and trust across diverse teams, balancing diplomacy with directness
• Strong critical thinking, prioritization, and organizational skills with a proactive approach to problem-solving
• Proven success in managing multiple enterprise accounts with cross-functional dependencies
• Proficiency with collaboration and tracking tools such as JIRA, Salesforce, Confluence, and Slack
• A self-starter mindset grounded in accountability, curiosity, and a drive for continuous improvement
• Travel: 20%

Responsibilities

• Partner with Account Management, Customer Success, Support, Engineering and Product teams to deliver a unified, consistent customer experience — aligning technical execution with strategic objectives and ensuring issues are resolved efficiently
• Build and maintain strong relationships across all levels of customer and internal organizations — from executive sponsors to day-to-day users — ensuring communication is clear, credible, and constructive
• Coordinate the technical engagement between customer stakeholders and internal teams, ensuring alignment on priorities, progress, and deliverables
• Partner closely with Account Management to ensure all technical efforts directly support broader strategic and commercial goals
• Translate customer goals and challenges into clear, actionable plans that drive both immediate solutions and long-term stability
• Anticipate potential risks or points of friction before they escalate, developing mitigation plans and proactive communication strategies
• Oversee and coordinate technical work-streams — ensuring the right resources are engaged, milestones are tracked, and SLAs are consistently met
• Collaborate with Customer Success Engineers and Customer Success Business Consultants to connect technical solutions to measurable business impact
• Provide proactive, structured communication to customers and internal teams, maintaining transparency on progress, blockers, and next steps
• Monitor support tickets and technical initiatives for assigned accounts, ensuring prioritization, documentation, and timely resolution
• Partner with Product and Engineering to escalate and resolve critical issues, providing clear business context and follow-through
• Support recovery and communication strategies for high-visibility or at-risk accounts with professionalism and composure
• Identify recurring trends or process improvements that strengthen efficiency and prevent future issues
• Represent the voice of the customer internally, ensuring both business and technical perspectives inform decisions and prioritization

Benefits

• Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)
• FSA, DCFSA, and HSA accounts
• Employee Assistance Programs (EAP)
• Telehealth options
• Voluntary Life & AD&D, STD, LTD, Critical Illness and Accident
• Wellness Perks - discounts on a top-rated fitness app and Healthy Rewards program.
• Discounts on Pet Insurance
• 401k (with employer match) and Options / Equity
• 13 company holidays
• Unlimited Paid Time Off
• Sick leave
• Parental/Adoption Leave
• Promotional opportunities
• Rewards and recognition programs
• Robust onboarding and training program
• One-time stipend for work-at-home employees
• Monthly business expense stipend
• Flexible work environments
• Employee Discount Program (Perks at Work)
• Employee Referral Program
• Lead Referral Program
• MacBook and awesome swag delivered to your door
• Encouraging and collaborative culture
• RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed