Technical Account Manager

Technical Account Manager

Permanent | London or Edinburgh | Hybrid/Remote Options Available

Up to £60K - £65K plus bonus

About the Role

We are seeking a Technical Account Manager to act as the technical relationship partner for institutional clients. This role provides expert guidance, proactive support, and technical insight to help clients gain maximum value from the solution, ensuring long‐term retention and satisfaction.

Reporting directly to the Head of Department, you will bridge the gap between technical delivery and customer success. This is a hands‐on position where you'll play a critical role in delivering exceptional service, maintaining operational stability, and supporting both client goals and business priorities.

Key Responsibilities Relationship & Performance Management

• Serve as the primary technical point of contact with deep product knowledge.
• Support the Head of Department in developing strategic account plans and KPIs.
• Participate in regular business review meetings to monitor usage and share best practices.
• Track KPIs and client health, proactively flagging risks or opportunities.
• Build strong relationships with stakeholders, acting as a trusted technical advisor.
• Lead post‐incident reviews and recommend preventative measures.
• Identify opportunities for improved solution utilisation.

Escalation Management & Internal Liaison

• Triage client queries, coordinating cross‐functional input and ensuring timely resolution.
• Manage internal escalations and address issues impacting client relationships.
• Work with Implementation and technical teams to scope and deliver configuration changes.
• Act as the escalation point for unresolved support tickets, balancing client needs with platform capability.
• Evaluate product enhancement requests and liaise with Product teams to align with business goals.
• Document recurring requests to feed into continuous improvement initiatives.
• Oversee BAU project delivery, driving collaboration and supporting related documentation.

Internal Collaboration & Growth

• Coordinate with Implementation teams to ensure smooth transitions to BAU operations.
• Partner with leadership on expansion and upsell opportunities.
• Act as a product strategy partner and subject matter expert, collaborating with Product and Sales to define enhancements and translate business needs into product requirements.

Requirements

• 5+ years' experience in a technical, customer‐facing role within SaaS
• Strong relationship management skills with technical delivery expertise and a consultative approach.
• Solid understanding of web technologies, APIs, data integrations, and enterprise software ecosystems.
• Comfortable with configuration and platform administration.
• Technical acumen to understand complex SaaS architecture and dependencies.
• Analytical mindset with strong problem‐solving skills.
• Commercial awareness of how technical enablement supports retention and growth.
• Excellent communication skills, able to explain technical concepts to non‐technical stakeholders.
• Highly organised, detail‐oriented, and able to manage multiple priorities in a fast‐paced environment.
• Team player with a proactive, hands‐on attitude, also capable of working independently.
• Willingness to travel when required.

Location & Hours

• Based in London or Edinburgh, with remote/hybrid options available.
• 9:00-17:30, Monday to Friday, with occasional flexibility to meet business needs.