Technical Account Manager

While the job location was set as Austin, the position is open to all East Coast applicants.

Cool Automation is a global leader in smart HVAC solutions, specializing in VRF/VRV, split systems, and heat pumps. With over 10,000 customers in more than 100 countries, our innovative products enable seamless HVAC integration as well as remote management, monitoring, and diagnostics. Founded in 2009, Cool Automation has become the go‑to choice for HVAC service companies, home & building automation integrators, and facility managers looking to save energy, enhance service, and reduce costs across residential and commercial sites.

Cool Automation is seeking a Technical Account Manager who will help commercial building clients leverage our smart solutions platform to enhance VRF equipment operation, optimize maintenance workflows, and improve the occupant experience. The Technical Account Manager will serve as the primary advocate and strategic partner for our customers. You will ensure they successfully deploy Cool Automation devices, adopt our cloud platform, and realize the full value of our annual subscriptions while developing and reporting on client success metrics.

This is a “high-touch” role requiring a blend of technical hardware literacy, relationship management, and a proactive mindset toward scaling SaaS operations.

• Relationship management:
  Work closely with the regional sales manager to develop and maintain relationships with assigned accounts
• Voice of the customer:
  Collect technical feedback from the field and translate it into actionable insights for the product and engineering teams
• Deployment success:
  Lead contractors and reps through the initial setup of Cool Automation hardware and cloud integration, ensuring a seamless transition from sales to active usage
• Hands‑on training:
  Conduct both virtual and in‑person training sessions.
• Subscription management:
  Own the renewal of annual subscriptions for assigned accounts and drive adoption within their organizations
• Retention & renewals:
  Manage the annual subscription renewal cycle, proactively identifying “at‑risk” accounts and developing plans to drive adoption
• Expansion:
  Identify opportunities for customers to deploy more devices or upgrade their service tiers based on their specific business needs
• Process improvement:
  Proactively contribute to team success by improving internal processes for customer and SaaS management. Help design and document the “playbook” as we scale.
• Lifecycle optimization:
  Refine how we track subscription health, automated renewal triggers, and “at‑risk” milestones within our internal systems.
• Cross‑functional advocacy:
  Work with sales and operations to simplify the customer journey.

• This role requires travel to customer locations for in‑person training and site visits, in addition to virtual training.
• Must possess a valid driver’s license.
• B.S. in Engineering, Computer Science, or other related scientific discipline
• 3+ years in customer success, account management, or technical sales (Prop Tech, IoT, or HVAC preferred)
• Comfortable with networking basics (IP, gateways) and HVAC/BAS concepts (BACnet, Modbus, VRF systems)
• Understanding of recurring revenue metrics (Churn, LTV) and how field activities impact those numbers
• Experience using CRM platforms (e.g., Salesforce), Microsoft Office, and proposal or reporting tools.