Technical Account Manager

Description

Position Overview
We are seeking a skilled Technical Account Manager (TAM) with a strong background in account management and customer engagement. While experience in intelligence operations or investigations is preferred, it is not a strict requirement for this role. The ideal candidate will be adept at managing customer relationships, understanding operational needs, and aligning our solutions to enhance customer success. As a trusted advisor, you will communicate our capabilities effectively while identifying and solving customer challenges.

Key Responsibilities
Customer Engagement & Advocacy

• Build and maintain strong relationships with customers, acting as their primary point of contact.
• Understanding customer goals, operational constraints, and technology needs to ensure our solutions align with their objectives.
• Drive measurable success and customer satisfaction by proactively addressing challenges.

Technical Expertise & Solution Delivery

• Use your technical expertise to explain, configure, and optimize solutions for customers.
• Provide tailored technical demonstrations and briefings based on customer requirements.
• Assist in troubleshooting and resolving operational challenges in real-world environments.

Strategic Account Management

• Identify opportunities to expand the use of our solutions within customer operations.
• Collaborate with internal teams (engineering, analysts, sales) to align offerings with customer needs.
• Provide customer feedback to inform product development based on insights from the field.

Pain Point Identification & Problem Solving

• Analyze workflows to uncover inefficiencies and gaps in existing tools/processes.
• Proactively identify risks, security concerns, and technical limitations affecting operations.
• Work collaboratively to provide actionable recommendations and tailored solutions.

Industry Expertise & Thought Leadership

• Stay current on industry trends, best practices, and emerging technologies.
• Serve as a subject matter expert and provide insights into best practices relevant to customer needs.
• Represent the company at industry events, conferences, and customer briefings.

Qualifications

Required Qualifications

• 5+ years of experience in technical account management, solutions engineering, or a related role.
• Strong experience in account management, with a focus on customer success.
• Excellent communication skills, with the ability to translate complex technical concepts into clear, actionable insights.
• Experience working with cross-functional teams (operation, sales, engineering) to drive customer success.
• Willingness to travel as needed to support customer engagements.

Customer Relationship & Account Management:

• Client Communication – Strong verbal and written skills to explain complex technical concepts in a simplified manner.
• Strategic Account Planning – Ability to align technical solutions with the customer’s business goals.
• Customer Success Management – Ensuring clients derive maximum value from the product or service.
• Conflict Resolution – Handling escalations and managing customer expectations effectively.
• Project Management – Proficiency in managing multiple client projects and technical implementations.
• Negotiation & Upselling – Identifying opportunities for upselling additional features or services.

Business & Soft Skills:

• Problem-Solving Mindset – Thinking proactively to anticipate and address client needs.
• Collaboration & Teamwork – Working closely with internal teams (engineering, analysts, sales, etc.).
• Time Management – Balancing multiple accounts, deadlines, and priorities.
• Adaptability & Continuous Learning – Staying updated on new technologies and industry trends.
• Emotional Intelligence – Building long-term relationships by understanding customer needs and pain points.

Preferred Qualifications

• Experience supporting law enforcement, defense, or national security agencies.
• Familiarity with investigative software or digital forensics is a plus.
• Familiarity with intelligence operations, investigations, or cybersecurity is preferred, but not mandatory.
• Security clearance or the ability to obtain one is a plus.

This role is ideal for a customer-focused professional with strong account management and technical skills. If you are passionate about driving customer success and have an interest in intelligence-driven solutions, we would love to hear from you!