Technical Support Account Manager

Job Purpose

As a Technical Support Account Manager (TSAM), you will be responsible for a portfolio of medium to small customer accounts. You will focus on the operational support landscape for each account, helping drive customer success and supporting retention.

• Manage a portfolio of customer accounts within the operational support landscape to ensure customer satisfaction and contract renewals (typically ~75 accounts, depending on complexity).
• Serve as the primary point of contact for support‑related escalations, coordinating internal teams and providing hands‑on assistance where required and agreed.
• Proactively identify trends, recurring issues, risks, and improvement opportunities; maintain an accurate view of account health.
• Track, monitor, and report on incidents and ticket performance (e.g., volumes, SLA attainment, themes), supporting both client and internal reporting needs.
• Escalate issues requiring investigation or prioritisation within Unily and manage them through to resolution, ensuring clear ownership and timely updates.
• Collaborate with cross‑functional teams (Support, Engineering, Product, Customer Success) to improve outcomes and drive continuous service improvement.
• Build and maintain strong relationships with key stakeholders and decision‑makers within assigned accounts.
• Plan and deliver regular account review meetings, presentations, and reports to communicate service value, performance, and agreed next actions.
• Stay current on Unily features and relevant technology developments to identify opportunities and advise customers appropriately.
• Ensure timely and effective communication of technical updates, risks, and progress to clients and internal stakeholders.
• Maintain accurate account documentation and client‑specific support information (e.g., environments, contacts, runbooks, known issues).
• Plan and deliver annual operational support service reviews and present to stakeholders at all levels.

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience).
• 2+ years’ experience in technical account management, customer success, support, or a related client‑facing technical role.
• Excellent written and verbal communication skills in English, with the ability to translate technical detail for non‑technical audiences.
• Working knowledge of ITIL practices, including incident, problem, and release management.
• Strong technical foundation and the ability to understand, troubleshoot, and explain technical concepts.
• Strong prioritisation and organisational skills; ability to manage multiple accounts, tasks, and stakeholders under pressure.
• Strategic, customer‑focused mindset with strong relationship‑building and stakeholder management skills.
• Proficiency with Microsoft Office (and comfort working in ticketing/CRM/reporting tools).

• Generous base salary and discretionary bonus.
• 23 vacation days, 10 sick days, one annual volunteer day, and a day off for your birthday.
• Health, dental, and vision coverage at 96% of the payroll cost for employee‑only plans; 80% for employee plus dependents.
• Life and AD&D coverage equal to 1× annual salary at no cost.
• 5% 401(k) match with no vesting schedule after first 90 days.
• Paid volunteering day per year, employee matching charity donation scheme, and electric vehicle lease options through salary sacrifice.