Technical Account Manager

Role Overview

• 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.

Requirements

• 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.

Tech Stack

• AWS
• Cloud
• Distributed Systems

Benefits

• 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)
• Pension with 5% 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