Technical Account Manager

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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.

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.

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…