Technical Account Manager

Kion•Columbia, MD

12d•$118,000 - $128,000•Remote

About The Position

As a Technical Account Manager at Kion, you are the primary technical advisor and technical relationship owner for a dedicated portfolio of customers, partnering with the CSM (who orchestrates the account) and the AE (who owns the commercial motion). Your north star is Kion's core value: Turning Customers into Fans. You will run structured, tiered engagement cadences, serve as the connective tissue between customers and Kion's Engineering, Product, and Support teams, and own the technical side of the customer lifecycle from onboarding through renewal. Your customers will span enterprise commercial accounts (life sciences, tech, higher education) and government/defense accounts. Success looks like customers who renew, expand, and advocate for Kion because they trust your technical guidance and feel that you genuinely own their outcomes. You’ll also be joining at an exciting moment: the broader Customer Success team is refining how it works, so you can expect aspects of this role to keep evolving as those improvements take shape.

Requirements

4–8 years in technical consulting, solutions engineering, implementation, or professional services (or equivalent customer-facing technical depth)
Relationship-first mindset: you build genuine trust through consistent follow-through, technical credibility, and treating customer problems as your own
Technical fluency in cloud infrastructure: AWS, Azure, GCP, IAM, multi-account governance, compliance frameworks (NIST, CIS, FedRAMP), and cloud cost management concepts
Exceptional written and verbal communication skills; you calibrate your message to the audience, from cloud engineer to executive sponsor
Strong organizational skills; you manage a complex, multi-account book without letting commitments slip or customers wonder where things stand
Comfort with change; you stay effective (and keep customers steady) while team processes and engagement models are being refined
Ability to interpret platform data and metrics to diagnose issues, identify adoption gaps, and drive decision-making
Experience navigating government customer environments — procurement, ATO/compliance processes, classification constraints — and self-hosted or customer-hosted (non-SaaS) deployments
Bachelor's degree in a relevant field or equivalent practical experience

Nice To Haves

Experience with cloud governance, FinOps, or cost management platforms
Familiarity with compliance standards: NIST 800-53, CIS Benchmarks, FedRAMP, CMMC
Familiarity with infrastructure-as-code tools (Terraform, CloudFormation)
Experience with customer success platforms or support ticketing systems
Experience using or demonstrating AI-assisted tooling in a customer-facing context

Responsibilities

Own a named portfolio of 8–10 strategic (Tier 1–2) accounts plus a pooled set of ~8 mid-tier accounts (≈15–18 total), and serve as their primary point of contact for all platform and technical matters
Lead onboarding for new accounts in your book to a 90-day time-to-value standard
Run tiered customer syncs: monthly technical check-ins with strategic accounts, 6–8 week check-ins with named growth accounts, and quarterly proactive outreach to the pooled book — with structured agendas sent ahead, notes, tracked action items, and a written recap within two business days
Advise customers on platform upgrades: timing, release notes highlights, known issues, and coordinating phased rollouts from sandbox to non-prod to production
Troubleshoot and own customer platform issues end-to-end, including compliance dashboard configuration, spend reporting gaps, permissions, integrations, and enforcement policy behavior
Guide customers on cloud governance and FinOps best practices: budget-to-actuals analysis, cost anomaly investigation, multi-cloud spend visibility, and rightsizing guidance
Drive adoption of new platform features and capabilities, including AI-assisted tooling, through demos, working sessions, and proactive outreach
Maintain accurate, current account health tracking in CRM within 48 hours of every meaningful interaction: open items, sentiment, risk flags, and next steps
Host the weekly customer office-hours rotation; answer customer questions within one business day (strategic accounts) or two (pooled book); act on health triggers — e.g., a >30% usage decline — within one week
Co-present quarterly business reviews (Kion Objective Reviews / KORs) for strategic accounts with the CSM — owning the adoption story and roadmap segment — and deliver semi-annual executive business reviews, annual health reviews, and quarterly written usage & value reports for mid-tier accounts
Serve as the bridge between customers and Kion's Support team, ensuring tickets are scoped correctly, prioritized appropriately, and moving; escalating when they are not
Represent customer bug reports and feature requests in internal cross-functional reviews, with context on business impact and urgency
Attend and contribute to internal rhythms: weekly CSM+TAM standup, monthly Tier 1 account reviews (with CSM and AE), weekly TAM Sync, Support Team Sync, Bug and Feature Review, Sprint Demos, and monthly Product leadership syncs
Partner with Account Executives on renewal cycles, expansion opportunities, and Professional Service SOWs
Contribute to the Kion Success Center knowledge base when documentation gaps are identified based on recurring customer questions
Engage customers in the Kion community Slack (Cloudunity) with release updates, answers, and discussions