Technical Account Manager

Lighthouse•Dallas, TX

6d•Hybrid

About The Position

At Lighthouse, we’re redefining how the global hospitality industry leverages data to make smarter decisions. Our platform combines benchmarking, business intelligence, and revenue optimization to empower hotel brands, operators, and owners to grow profitably in an increasingly complex environment. We are a fast-growing, global SaaS company trusted by the world’s leading hotel chains, management companies, and independent properties. We are seeking a Technical Account Manager (TAM) to act as a dedicated technical advisor for Lighthouse’s largest and most strategic customers. Sitting within the Customer Operations organization, this role ensures that enterprise clients receive account specific support, proactive and preventative support recommendations, clear communication on escalations, and continuous technical guidance to maximize value from our solutions. The TAM is embedded with assigned accounts providing tiered escalation management, best-practice guidance, and a consistent technical relationship across the customer lifecycle.

Requirements

5–10+ years in technical account management, support engineering, or similar roles, ideally in SaaS, hospitality tech, or enterprise software environments.
Proven track record of handling high-severity technical incidents and serving as an escalation point.
Strong technical foundation across APIs, integrations, infrastructure, and application troubleshooting.
Exceptional communication skills with ability to explain technical concepts to both executive and technical stakeholders.
Experience partnering cross-functionally with Engineering, Product, and Support teams.
Ability to thrive in ambiguous, high-pressure situations with a structured, problem-solving approach.
Fluent in English (written and spoken); proficiency in any other language used within our company network is a plus.

Responsibilities

Serve as the primary technical point of contact for assigned strategic accounts, building deep relationships with customer stakeholders.
Provide tiered escalation management, ensuring customer issues are tracked, prioritized, and resolved with speed and transparency.
Proactively monitor technical and usage account health, surfacing risks and recommending preventative actions.
Partner with Product, PIM, and Engineering to diagnose, reproduce, and resolve recurring or critical issues across APIs, integrations, frontend, and backend applications.
Partner with Account Managers to support QBRs and Executive Business Reviews with technical updates, platform insights, beta programs, and roadmap alignment.
Deliver proactive outreach (health checks, release briefings, configuration reviews) to ensure customers are optimizing Lighthouse solutions.
Coordinate across internal teams (Support, Engineering, Product, Customer Success) to drive resolution and accountability for customer issues.
Document customer environments, integrations, and workflows to maintain context for faster support and troubleshooting.
Lead post-incident retrospectives, ensuring incidents are documented and lessons learned are applied to prevent recurrence.
Advocate for customer needs internally, ensuring feedback is heard and considered in roadmap and support process improvements.
Act as a trusted advisor, ensuring the customer receives consistent, high-quality technical engagement.
Develop and deliver advanced technical documentation, diagnostic playbooks, and best practices for the Customer Care team.
Collaborate with Product, PIM, and Engineering teams on product release readiness, ensuring support teams are enabled.
Identify knowledge gaps within support processes and lead initiatives to improve diagnostic capabilities, issue triage, and resolution workflows.
Partner with Engineering and Product teams to design and implement automation initiatives that streamline diagnosis and resolution.
Contribute to building self-service capabilities (e.g., diagnostic tools, knowledge base articles, customer troubleshooting guides) for customers and Tier 1/2 support teams.