Strategic Technical Account Manager in United States at Jobgether
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Job Description
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Strategic Technical Account Manager in United States.
This role is focused on supporting the most strategic, high-revenue customers by acting as their primary technical advisor and escalation point after implementation. You will ensure platform stability, fast and accurate issue resolution, and proactive risk prevention across a portfolio of enterprise accounts. The position plays a critical role in strengthening long-term customer relationships while safeguarding revenue and reducing churn risk through hands-on technical leadership. You will collaborate closely with internal teams such as Customer Success, Product, and Engineering to resolve complex issues and improve the overall customer experience. The environment is highly collaborative, fast-paced, and centered on operational excellence, customer trust, and continuous improvement. This role also emphasizes proactive engagement, structured technical reviews, and data-driven decision-making to enhance account health.
- Serve as the primary technical support lead for a portfolio of high-ARR enterprise customers, ensuring post-implementation success and stability.
- Lead resolution of complex technical issues through root cause analysis, cross-functional coordination, and timely delivery of solutions.
- Manage incident response and escalations, ensuring compliance with SLAs and maintaining clear communication with customers and internal teams.
- Conduct proactive account monitoring, including health checks, risk assessments, and trend analysis to prevent recurring issues.
- Partner with Customer Account Management to align on retention and expansion strategies and improve overall account health.
- Support smooth hypercare transitions from implementation to steady-state operations for strategic customers.
- Provide structured feedback to Product and Engineering teams to influence enhancements and reduce recurring technical issues.
- Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
- 5+ years of experience in technical account management, customer success, or enterprise support roles.
- Proven experience supporting high-value enterprise customers and managing complex technical environments.
- Strong understanding of SaaS support models, incident management processes, and enterprise system integrations.
- Knowledge of APIs, networking concepts, and ERP or eCommerce platform workflows.
- Strong ability to perform root cause analysis and translate technical issues into clear business communication.
- Excellent communication skills with the ability to engage both technical and non-technical stakeholders.
- Strong multitasking, prioritization, and problem-solving skills in high-pressure environments.
- Experience driving cross-functional collaboration to resolve critical customer issues.
- Strong judgment, ownership mindset, and commitment to customer success.
- Competitive compensation package with eligibility for performance-based bonuses.
- Comprehensive health coverage including medical, dental, vision, life, and disability insurance (varies by location).
- Paid time off, paid parental leave, and additional wellness-focused benefits.
- Flexible remote work environment supporting work-life balance.
- Inclusive company culture with strong focus on diversity, equity, and employee resource groups.
- Retirement savings plan with company contributions.
- Career growth opportunities within an AI-driven and innovation-focused organization.