Technical Relationship Manager

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The Technical Relationship Manager (TRM) is responsible for the technical delivery and ongoing configuration of the Signal platform for an assigned portfolio of Premium clients. In collaboration with the Enterprise Account Manager (EAM), the TRM ensures clients derive maximum value from the Signal Services through expert communication, relationship management, configuration, troubleshooting, technical enablement and identifying commercial opportunities.

The EAM maintain primary responsibility for the client commercials, while the TRM functions as the embedded client needs specialist, technical partner and driver of value realisation – by proactive engagement, monitoring usage and providing ongoing engagement activities.

• TRM:
  Serves as the technical owner for assigned Premium accounts throughout the client lifecycle. Responsibilities include understanding the client's world and use cases, managing requirements, platform training and configuration, dashboard creation, API enablement, partner workspace management (Newsletters, Reports), and troubleshooting. The TRM provides long‑term technical continuity for these accounts.
• Implementation Engineer:
  Focuses on new business and early‑stage onboarding (training, initial 90 days, requirements gathering). Primarily supports zero‑to‑one new business deals and transitions accounts to the CSM/Support team upon go‑live.
• Client Services:
  Centralised specialists supporting all clients. Handles routine tasks, source checks. Continues to own non‑premium client modifications and non‑TRM premium clients post‑implementation.
• EAM:
  Owns the client relationship, commercial growth, strategic vision, and value realisation. A key role for TRM escalation and direct client engagement.
• Training Team:
  Delivers training for non‑premium clients and for Implementation projects that will not evolve into TRM ownership.

• Understand the intricacies of the client organisation and Signal usage.
• Critical for analysing and resolving issues, bringing in additional experts from across Signal to find solutions.
• Identify and implement new opportunities for the client to derive greater value from their existing solutions and explore additional services not yet utilised.

• Configure and optimise the Signal platform (dashboards, newsletters, reports, partner work spaces, API setups).
• Troubleshoot technical issues and resolve escalations.
• Manage client‑specific requests for senior stakeholders.
• Deliver training for new users and teams when being onboarded.
• Maintain technical documentation and configuration notes per client.

• Identify improvement opportunities and highlight growth potential to EAM.
• Support growth demonstrations and new capabilities introductions with demo accounts and configuration.
• Provide structured feedback to Product and Engineering teams on improvements and recurring client challenges.

• When:
  Participates in requirements calls, configuration reviews, training sessions, issue‑resolution meetings, Q ’s and partner deliverable discussions.
• When not:
  The TRM does not lead strategic or commercial sessions (these fall under EAM ownership).
• Messaging to clients:
  Your TRM is your embedded expert. They ensure Signal operates efficiently for your teams and adapts the platform as your needs evolve.

• The TRM is the designated resolver of client technical issues.
• Escalates to the EAM when client health or commercial risk is at stake.