Technical Account Manager
Convey•Denver, CO
•Onsite
About The Position
We’re looking for a Technical Account Manager to serve as a trusted technical advisor for our Premier customers—owning execution, troubleshooting complex issues, and ensuring critical notifications and alerts go out without disruption. This role sits at the intersection of customer support, cloud operations, and engineering, with real responsibility during urgent and extreme weather events. You’ll provide white-glove service, coordinate across internal teams, and act as the voice of the customer internally.
Requirements
- 5+ years in customer-facing technical support or account management.
- Strong troubleshooting, problem-solving, and cross-team coordination skills.
- Experience with SQL, BI tools (Power BI, Metabase), and troubleshooting code (JavaScript/Node.js preferred).
- Excellent communication and relationship-building skills.
- Ability to work under pressure during urgent or high-impact events.
Nice To Haves
- Experience with SaaS, cloud platforms, messaging technologies, APIs, and integrations preferred.
Responsibilities
- Act as primary technical liaison, providing real-time updates and issue resolution.
- Troubleshoot and resolve customer cases, file processing delays, and system performance issues.
- Coordinate with Cloud Ops and Engineering to execute customer tasks and resolve technical issues.
- Support Customer Success Managers in QBRs, executive presentations, and account strategy.
- Track customer enhancements, deliver reports/dashboards, and monitor incident response.
- Lead training/workshops to improve customer knowledge of products.
Benefits
- Fully covered Medical, Dental, and Vision coverage for employees
- Cost share for dependents
- 401(K) plan with company match
- Fully covered STD/LTD
- Employee Assistance Program (EAP)
- Paid Maternity Leave
- 12 weeks of paid parental leave for birthing parent
- Paid Paternity Leave
- Flexible PTO policy
- 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
- On-site gym available for free use in Denver, CO for employees based in the Denver area
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
