Technical Account Manager

Yunex Traffic • Austin, TX, TX

1d

About The Position

The Technical Account Manager owns retention, service experience, and technical health for a named portfolio of high-touch accounts in the North America SaaS and support base, from go-live acceptance through renewal. The role owns the customer relationship between delivery completion and contract renewal and is measured on renewal outcomes, account health, and prevention of service-affecting incidents.

As the named owner and single point of entry for account-level escalations, the Technical Account Manager receives the formal go-live handover from Delivery, maintains technical account plans, fosters product adoption and engagement, performs first-line triage and routing, and enforces first-tier support obligations at the partner tier without taking on partner workload. The role builds peer-level technical credibility with public-agency operations and IT stakeholders and helps establish and then operates against a measured account-health baseline.

The position works across Sales, Project Delivery, Service Management, and service or distribution partners. It requires travel to customer and field sites as needed, potentially up to 50% of the time, and may include participation in after-hours or on-call escalation rotations depending on customer and portfolio needs.

Requirements

• Bachelor’s degree in engineering, computer science, information systems, or a closely related field, or equivalent demonstrated experience.
• At least 5 years of experience in technical account management, service management, solution architecture, systems engineering, or comparable customer-facing technical delivery.
• Demonstrated ownership of named customer accounts, including accountability for retention, renewal, or service outcomes.
• Experience supporting SaaS or hosted solutions integrated with customer IT environments.
• Working knowledge of IP networking fundamentals, communication protocols, and system interfaces.
• Demonstrated experience in escalation management, root-cause investigation, and corrective-action follow-through.
• Experience working with public-sector or government agency customers, including procurement and governance processes.
• Ability to communicate technical concepts clearly to technical and non-technical audiences.
• Ability to collaborate effectively with multidisciplinary teams and achieve outcomes without direct authority.
• Strong organizational skills and the ability to reliably and independently manage a portfolio of concurrent account commitments.
• Willingness and ability to travel to customer and field sites as required.
• Valid driver’s license.

Nice To Haves

• ITIL Foundation certification or equivalent service management training.
• Experience with advanced traffic management systems (ATMS), traffic signal control, connected vehicle technology, or comparable intelligent transportation systems.
• Experience with HubSpot or a comparable customer relationship and case management platform.
• Experience establishing account management processes, health reporting, or KPI baselines where none previously existed.
• Experience managing service delivery through channel or distribution partners.

Responsibilities

• Own an assigned portfolio of named high-touch accounts and be accountable for each account’s renewal outcome and reported health status.
• Receive the formal go-live handover from Project Delivery, verify the handover package is complete, and activate the account’s care phase.
• Create and maintain technical account plans and records covering solution architecture, integration dependencies, open risks, subscription details, and renewal dates.
• Serve as the single escalation front door for account-level issues; determine severity, perform first-line triage, and route issues to the accountable resolving function.
• Establish and report account health status, including churn-risk signals, to Sales quarterly.
• Foster product adoption and customer engagement.
• Attend customer sites for integration failures and comparable service events when physical presence materially affects resolution or customer confidence.
• Enforce first-tier support obligations at the partner tier, escalating partner non-performance rather than absorbing partner workload.
• Reduce renewal cycle time against the established baseline by identifying and clearing technical obstacles ahead of contract anniversaries.
• Identify expansion and upsell signals in the assigned portfolio and refer them to Sales for qualification and pursuit.
• Provide account context and customer communications during major incidents, and coordinate with Service Management on systemic or multi-account impact.
• Contribute to defining and operating the function’s interfaces with Sales, Project Delivery, and partners, including handover-content standards and escalation routing.
• Maintain account records, contacts, subscription data, and issue history transparently in the designated system of record.
• Support establishment of measurement baselines for renewal cycle time, account health, incident volume and cost, and handover compliance; operate against those measures once established.
• Escalate at-risk accounts to the Customer Lifecycle Management Lead with a documented recovery plan and defined checkpoints.
• Perform other related duties as assigned.

Benefits

• Competitive compensation.
• Health, vision, and dental plans.
• Life insurance and disability coverage.
• Competitive 401(k) plan with employer matching.
• Educational assistance.
• Career development and product training.
• Opportunity for professional and personal growth with a dynamic team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level