Technical Account Manager

This Senior Technical Account Manager serves as a trusted technical advisor to enterprise customers providing post-implementation ownership and ongoing technical partnership. The role focuses on ensuring customer success solution reliability and long-term value realization across complex cloud-based environments.

You will own the technical relationship after go-live bridging customers with internal support engineering and product teams while guiding adoption integrations and continuous improvement initiativesparticularly around digital evidence management and data-driven workflows.

The primary objective is to ensure customers can confidently rely on the platform to ingest manage secure and share critical data reliably at scale.

Key Responsibilities

• Translate customer technical and business objectives into long-term solution strategies

• Act as the primary technical liaison between customers and internal teams driving issue resolution root cause analysis and best practices

• Maintain deep expertise in the deployed SaaS platform and third-party integrations

• Identify and remove technical barriers to adoption and performance

• Lead the transition from implementation to steady-state support including documentation signoff and operational handoff

• Advocate customer requirements to engineering and product teams

• Lead customer-facing technical reviews presentations and demonstrations

• Support a 24/7 environment through on-call rotation and occasional customer travel (1025%)

Required Experience & Skills

• 5 years in a customer-facing technical role within SaaS or cloud environments

• Strong ability to communicate complex technical concepts to both technical and non-technical audiences

• Proven experience influencing outcomes using data metrics and technical insight

• Experience with system integrations backend troubleshooting and data workflows

• Proficiency with scripting languages (Python C# PowerShell or similar)

• Working knowledge of relational databases (SQL) and search technologies (e.g. Elasticsearch)

• Experience with data migration or transformation

• Familiarity with cloud platforms (AWS Azure GCP) APIs identity management and SSO

• Ability to work independently in fast-paced time-sensitive environments

• Eligibility to obtain required security clearances

• Bachelors degree preferred

Work Environment

• Hybrid schedule (2 days onsite 3 remote)

• Professional 95 core hours with on-call responsibilities

• Collaborative fast-moving growth-oriented environment
  
  

Required Experience:

Manager