Technical Account Manager

Job Summary 

The Technical Account Manager is accountable for the retention, service experience and technical health of a named portfolio of high-touch accounts within the North America SaaS and support base, from go-live acceptance through renewal. The role holds ownership of the customer relationship across the period between delivery completion and contract renewal, and is measured on renewal outcomes, account health and the prevention of service-affecting incidents. 

The Technical Account Manager is the named owner for high-touch accounts and the single point of entry for account-level escalation. The role receives the formal go-live handover from Delivery, maintains the technical account plan, fosters product adoption and engagement, performs first-line triage and routing, and enforces first-tier support obligations at the partner tier without absorbing that work. Effectiveness depends on peer-level technical credibility with public-agency operations and IT stakeholders, and on operating against a measured account-health baseline that the role helps establish. 

Essential Duties and Responsibilities 

• Holds named ownership of an assigned high-touch account portfolio and is accountable for the renewal outcome and reported health status of each. 

• Receives the formal go-live handover from Project Delivery, verifies the completeness of the handover package, and activates the care phase for the account. 

• Creates and maintains technical account plans and records for each named account covering solution architecture, integration dependencies, open risk, subscription detail and renewal date. 

• Serves as the single escalation front door for account-level issues; determines severity, performs first-line triage, and routes to the accountable resolving function. 

• Establishes and reports account health status, including churn-risk signals, to Sales on a quarterly cadence. 

• Fosters product adoption and engagement. 

• Attends customer sites in person at integration failures and comparable service events where physical presence materially affects resolution or customer confidence. 

• Enforces first-tier support obligations at the partner tier, escalating non-performance rather than absorbing partner workload. 

• Reduces renewal cycle time against the established baseline by identifying and clearing technical obstacles to renewal ahead of the contract anniversary. 

• Identifies expansion and upsell signals within the assigned portfolio and refers them to Sales for qualification and pursuit. 

• Provides account context and customer communication during major incidents, and coordinates with Service Management on systemic or multi-account impact. 

• Contributes to the definition and ongoing operation of the function's interfaces with Sales, Project Delivery and partners, including handover content standards and escalation routing. 

• Maintains account records, contacts, subscription data and issue history transparently in the designated system of record. 

• Supports the establishment of the function's measurement baseline - renewal cycle time, account health, incident volume and cost, and handover compliance - and operates against it once it is in service. 

• Escalates at-risk accounts to the Customer Lifecycle Management Lead with a documented recovery plan and defined checkpoints. 

• Other related duties as assigned. 

Core Competencies & KSAs 

Customer Centricity: Anticipates customer operational needs and acts on them before they become escalations; sustains trust with agency operations and IT stakeholders through consistent ownership and follow-through. 

Technical Account Competence: Applies solution architecture knowledge across SaaS, hardware and customer IT environments to lead root-cause resolution at integration boundaries and to hold credible technical discussion with customer engineering and security staff. 

Accountability for Results: Owns renewal and account-health outcomes for the assigned portfolio, including the consequences of inaction, and reports status accurately without prompting. 

Escalation Judgment: Distinguishes a routine ticket from a developing situation, sets severity correctly, and escalates or holds based on customer impact rather than internal convenience. 

Public-Sector Stakeholder Fluency: Navigates procurement cycles, agency governance and the operations-versus-IT split, adapting engagement to each stakeholder's mandate and constraints. 

Commercial Lifecycle Awareness: Understands the commercial construction of subscription and support agreements sufficiently to detect churn signals early, articulate value in the customer's own performance terms, and support renewal execution. 

Partner Orchestration: Manages delivery outcomes through distribution and service partners, holding them to defined obligations while preserving the working relationship. 

Analytical Thinking: Interprets service, incident and account data to identify trends, diagnose causes and prioritize intervention where it changes the outcome. 

Communication Skills: Conveys technical matters clearly to both engineering and non-technical agency audiences, including during service disruption, and produces documentation that withstands customer scrutiny. 

Adaptability: Maintains effectiveness as the function's processes, tooling and measurement are established and revised during ramp-up. 

Minimum Qualifications 

• Bachelor's degree in engineering, computer science, information systems or a closely related field, or equivalent demonstrated experience. 

• 5+ years in technical account management, service management, solution architecture, systems engineering or comparable customer-facing technical delivery. 

• Demonstrated ownership of named customer accounts, including accountability for retention, renewal or service outcomes. 

• Experience supporting SaaS or hosted solutions integrated with customer IT environments. 

• Working knowledge of IP networking fundamentals, communication protocols and system interfaces. 

• Demonstrated experience in escalation management, root-cause investigation and corrective action follow-through. 

• Experience working with public-sector or government agency customers, including their procurement and governance processes. 

• Ability to communicate technical concepts clearly to both technical and non-technical audiences. 

• Ability to collaborate effectively with multidisciplinary teams and to achieve outcomes without direct authority. 

• Strong organizational skills with the ability to reliably and self-driven manage a portfolio of concurrent account commitments. 

• Willingness and ability to travel to customer and field sites as required. 

• Valid driver's license. 

Preferred Qualifications 

• ITIL Foundation certification or equivalent service management training. 

• Experience with advanced traffic management systems (ATMS), traffic signal control, connected vehicle technology or comparable intelligent transportation systems. 

• Experience with HubSpot or a comparable customer relationship and case management platform. 

• Experience establishing account management processes, health reporting or KPI baselines where none previously existed. 

• Experience managing service delivery through channel or distribution partners. 

Tools and Proficiency 

• Customer and case management: HubSpot as the designated system of record for support cases and account data. Jira for extended activity management. 

• Reporting and analysis: Account health, renewal cycle time and incident reporting; spreadsheet and dashboard tools to a working standard. 

• Collaboration and documentation: Microsoft Office and Teams; document and knowledge management systems such as Confluence. 

• Technical diagnostics: Remote access, log review and monitoring interfaces sufficient to triage and characterize customer-reported issues. 

Physical Demands 

The physical demands described here are representative of those that must be met to perform the essential functions of this job in compliance with ADA and OSHA guidelines. 

• Stationary Position: Must be able to remain in a stationary position for extended periods while performing office-based tasks such as working at a computer, analyzing account and service data, or preparing documentation. 

• Movement / Traversal: Must be able to occasionally move about the office to access files, office equipment and meeting spaces. Travel to customer and field sites may require walking across uneven terrain and accessing traffic control devices and equipment cabinets. 

• Operation of Equipment: Constantly operates a computer and standard office productivity machinery. Tasks may include handling diagnostic devices during site visits. 

• Positioning / Reaching: Occasionally positions self to access low or high areas. Reaching at or below shoulder level is typical; overhead reaching may occur occasionally. 

• Lifting / Carrying: May occasionally lift and move equipment, laptops or tools typically up to 25 lbs. 

• Communication: Must be able to communicate with team members, customers and stakeholders through speech and written documentation, including under time pressure during service escalations. 

• Visual Requirements: Must be able to read screens, observe instruments and perform detailed visual inspection when needed. 

• Travel: This role may travel up to 50% of the time. 

Working Conditions 

• Work is primarily performed indoors. 

• When working in the field (outdoors) the weather conditions may include heat, cold, rain and wind. 

• Exposure to traffic hazards and noise while working near active roadways; adherence to environmental and safety protocols is mandatory. 

• Ability to participate in after-hours or on-call escalation support rotations depending on customer and portfolio needs. 

• Valid driver's license (as may be required for customer and field site visits). 

Individuals with a disability who desire reasonable accommodation can contact the EHS Professional.