Strategic Technical Account Manager in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Strategic Technical Account Manager in the United States.

This role sits at the intersection of advanced technical support, enterprise customer success, and strategic account management. You will act as the primary technical partner for high-value enterprise customers, ensuring platform stability, rapid issue resolution, and proactive risk prevention across complex SaaS environments. The position requires strong technical depth, customer empathy, and the ability to navigate high-impact escalations while coordinating cross-functional teams. You will play a key role in strengthening customer confidence, improving retention, and driving long-term platform adoption. The environment is fast-paced, highly collaborative, and centered on continuous improvement and data-driven decision-making. Success in this role comes from balancing deep technical troubleshooting with strategic relationship management and proactive engagement.

You will be responsible for ensuring technical excellence, customer stability, and long-term success for a portfolio of high-value enterprise accounts.

• Serve as the primary technical owner for a portfolio of strategic, high-ARR customers post-implementation.
• Lead complex incident resolution, including root cause analysis, escalation management, and cross-functional coordination.
• Ensure adherence to service level agreements, including rapid response times and high-quality case resolution.
• Conduct proactive technical health checks, risk assessments, and trend analysis to prevent recurring issues.
• Partner closely with Customer Account Management teams to support retention, expansion, and account health strategies.
• Manage hypercare transitions from implementation to steady-state support for enterprise customers.
• Provide structured feedback to Product and Engineering teams to address systemic issues and improve platform performance.
• Drive clear, timely communication with customers during critical incidents and escalations.
• Contribute to improving support processes, documentation, and operational efficiency across teams.

The ideal candidate brings strong technical troubleshooting capabilities, enterprise customer experience, and the ability to manage complex stakeholder environments.

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
• 5+ years of experience in technical account management, customer success, or technical support roles.
• Experience supporting enterprise or high-revenue SaaS customers in complex environments.
• Strong understanding of APIs, networking concepts, and enterprise application workflows (ERP, eCommerce, SaaS platforms).
• Proven ability to lead root cause analysis and resolve high-impact technical incidents.
• Experience coordinating cross-functional engineering, product, and support teams.
• Strong communication skills, with the ability to translate technical issues into clear business language.
• Ability to manage multiple high-priority accounts while meeting strict SLAs.
• Strong problem-solving skills and sound judgment in critical customer situations.
• Familiarity with AI tools and a willingness to integrate AI into daily workflows and customer support processes.

• Competitive compensation package with potential bonus eligibility
• Paid time off and paid parental leave
• Comprehensive health coverage (medical, life, and disability insurance, depending on location)
• Inclusive workplace culture with strong diversity, equity, and inclusion initiatives
• Employee resource groups and leadership-supported community programs
• Opportunities for career growth in enterprise technical account management
• Exposure to large-scale SaaS environments and mission-critical customer systems
• Remote-friendly work environment (depending on role structure).