Technical Account Manager

Position Highlights

The Technical Account Manager serves as a trusted advisor and primary point of contact for customers, bridging technical expertise with commercial acumen. This role combines pre-sales engagement, customer onboarding, and ongoing account management with a strong focus on identifying upsell opportunities across client`s practices (Cloud, Security, AWS, Network). 

Acting as the voice of the customer, the Technical Account Manager ensures exceptional customer experience, drives Net Promoter Score (NPS), and contributes to revenue growth.

Main responsibilities:

Pre-Sales & Onboarding

•    Support pre-sales engagements by understanding customer requirements and aligning solutions.
•    Facilitate smooth onboarding of new customers, ensuring technical and operational readiness.
•    Deliver product demonstrations and technical presentations when required.

Customer Advocacy & Support

•    Act as the primary point of contact for technical and billing escalations.
•    Serve as the voice of the customer internally, ensuring feedback drives service improvements.
•    Maintain strong relationships with key stakeholders to enhance customer satisfaction.

Revenue Growth & Upsell

•    Identify and qualify upsell opportunities across Cloud, Security, AWS, and Network practices.
•    Funnel opportunities to relevant practice sales specialists for closure.
•    Contribute to new revenue generation targets through proactive account management.

Performance & Reporting

•    Monitor and report on customer health, NPS scores, and account performance.
•    Maintain accurate records of customer interactions, opportunities, and escalations.

Success Metrics

•    Customer NPS Score
•    New Revenue Contribution (Upsell & Cross-Sell)
•    Customer Retention & Satisfaction
•    Timely Resolution of Escalations
•    Accuracy of Account Documentation

Main requirements:

•    3–5 years of experience in technical account management, pre-sales, or customer success roles.
•    Strong understanding of cloud, networking, and cybersecurity technologies.
•    Proven ability to manage complex accounts and drive upsell opportunities.
•    Familiarity with CRM tools and account management processes.
•    Bachelor’s degree in IT, Business, or related field.
•    Certifications in AWS, networking, or security are advantageous.