Technical Account Manager

Details

• Provide expert guidance on platform capabilities, technical best practices, optimisation strategies, and technical roadmap planning. Conduct regular technical health reviews (monthly/quarterly) assessing system performance, architecture, integrations, security posture, and usage patterns.
• Develop deep understanding of customer's technical environment, architecture, workflows, and strategic technical initiatives. Act as technical voice of customer internally, representing their technical needs and perspectives to product and engineering teams
• Collaborate with the customer on technical health continuously through usage metrics, performance data, error logs, API analytics, and system health indicators. Identify technical risks proactively before they impact customer operations—capacity constraints, performance degradation, integration issues, deprecated features, or scaling bottlenecks. Conduct proactive outreach when anomalies, concerning patterns, or potential issues are detected.
• Analyse customer usage patterns and provide optimisation recommendations to improve performance, reliability, scalability, or cost efficiency. Create technical success plans with specific technical objectives, milestones, success criteria, and optimisation roadmaps. Perform regular technical reviews of customer implementations identifying areas for improvement or modernisation.
• Drive adoption of advanced features, APIs, integrations, and technical capabilities that deliver additional value. Provide technical training and enablement for customer development teams, operations teams, and technical staff. Share technical documentation, code samples, integration patterns, API best practices, and reference architectures.
• Enable customer self-sufficiency in troubleshooting, optimisation, configuration, and platform usage. Conduct technical workshops, lunch-and-learns, and deep-dive sessions on specific capabilities or use cases. Guide customers through new feature adoption from technical evaluation through implementation and production deployment.
• Advise on integration strategies, API usage patterns, and architectural approaches for connecting platform to customer's technology ecosystem. Review and provide feedback on integration architectures ensuring scalability, reliability, security, and performance.
• Guide customers on best practices for common integration patterns (real-time vs. batch, webhook vs. polling, data synchronisation strategies). Troubleshoot complex integration issues spanning multiple systems and technologies. Assist with technical planning for new integrations or major architectural changes.
• Bridge communication between customer technical teams and internal engineering teams, translating technical issues in both directions. Support post-incident reviews for major technical issues, assisting in the documentation of root causes, remediation steps, and preventive measures.
• Provide guidance on security best practices, authentication methods, authorisation models, and data protection. Support customers through security audits, penetration testing, and vulnerability assessments. Advise on compliance requirements (SOC 2, GDPR, etc.) and how platform capabilities support compliance objectives.
• 5-8+ years of technical experience including software engineering, solutions architecture, or technical or implementation consulting within customer-facing environments
• Strong understanding of enterprise software architecture, APIs, integrations, and distributed systems
• Experience with AWS and modern cloud architectures
• Knowledge of integration patterns, data flows, and API design principles
• Experience with authentication, security best practices, and compliance frameworks
• Ability to troubleshoot complex technical issues across multiple domains
• Proven ability to build trust-based relationships with technical stakeholders and executives
• Excellent communication skills with ability to explain complex technical concepts to both technical and non-technical audiences
• Experience presenting to technical leadership (CTOs, VPs Engineering) with confidence and credibility
• Consultative mindset acting as trusted advisor rather than just technical support
• Customer empathy balanced with technical pragmatism and honest assessment of capabilities and limitations
• 25 days’ holiday + bank holidays
• Option to buy or sell 5 extra annual leave days per year
• Vitality Health Insurance, including private healthcare, virtual GP access, mental‑health support and wellbeing perks (50% off gym memberships-Virgin Active, Nuffield, PureGym)
• Pensionwith5% matched contribution
• Regular team‑wide and company‑wide events
• 2 volunteering days per year to give back
• Remote‑first working environment with offices in London and Nottingham