Technical Account Manager

Role Overview

• Serve as the primary, day-to-day technical point of contact for a defined set of our largest and most strategic accounts, owning issues from first contact through resolution.
• Develop deep familiarity with each account's environment, including how Telestream products are deployed, configured, and integrated within their operational workflows.
• Proactively monitor account health and product performance, surfacing potential issues early and recommending preventive actions before customers feel impact.
• Respond with urgency to critical issues at named accounts, providing immediate diagnostic support and engaging the right internal resources without delay, including after hours when the situation requires it.
• Educate customers on product features, best practices, and configuration optimization so they get full value from their Telestream deployment.
• Conduct quarterly business reviews and coordinate recurring touchpoints with customer and internal stakeholders to review issues, plan ahead, and stay aligned on upcoming projects.
• Navigate across Telestream to rally the right resources, partnering with Engineering on bug fixes and product enhancements, Professional Services on deployment work, Product Management on roadmap and feature feedback, and Sales when customer needs carry commercial implications.
• Serve as the single internal point of coordination for everything technical related to your accounts, ensuring every team engaging with the customer has the context they need to deliver.
• Maintain accurate, detailed records in Salesforce for all customer interactions, open issues, escalation status, and resolutions, and document software and hardware defects in Jira with the detail Engineering needs to act.
• Track key account metrics, including open case volume, resolution times, escalation frequency, and recurring issue patterns, and use this data to inform proactive support actions and internal reporting.
• Stay current on Telestream's full product portfolio across Workflow, Measurement, and Professional, and keep pace with evolving industry standards, media workflows, and broadcast infrastructure developments.
• Participate in an on-call rotation as needed to support live products and our global customer base.

Requirements

• Five to eight or more years of technical support, technical account management, or solutions engineering experience in a B2B software or media technology environment, with a focus on enterprise-level customer engagement rather than call center operations.
• Demonstrated experience serving as a dedicated or named-account technical resource for large, strategic customers.
• Broad technical troubleshooting skills across software applications, with familiarity diagnosing issues across on-premises, cloud, and SaaS deployments, plus comfort with hardware-based products.
• Proven ability to navigate a complex internal organization, coordinating across Engineering, Product Management, Professional Services, Sales, and Support to drive resolution.
• Strong understanding of networking fundamentals (TCP/IP, Ethernet, multicast, IP routing, DNS) as they apply to media technology deployments.
• Hands-on experience with Salesforce, Jira, and Confluence, or comparable CRM, ticketing, and documentation tools.
• Excellent written and verbal communication skills, with the ability to build trusted relationships with senior technical and operational stakeholders at strategic customer accounts.
• Strong organizational skills, with the ability to manage multiple named accounts, track concurrent issues, and prioritize based on severity and customer impact.
• Self-directed and proactive, with the instincts to anticipate customer needs and the discipline to act on them without being asked.
• Willingness to travel as needed for strategic customer engagements (less than 25%).

Tech Stack

• Cloud
• DNS
• TCP/IP

Benefits

• Day-one medical, dental & vision coverage
• 100% company-paid life + disability insurance
• 401(k) with a sweet company match (up to 8%)
• Quarterly HSA boosts & flexible spending accounts
• Flexible time off (salaried) or PTO (hourly) + generous paid holidays
• Pet insurance (yes, your dog gets benefits too)
• Legal plan + extras like accident & critical illness coverage