Technical Account Manager

This is a high-impact, customer-facing technical role responsible for driving successful deployment, adoption, and long-term operational performance of a complex cloud platform spanning records management, digital evidence, analytics, and workflow systems.

You’ll act as the primary technical partner for assigned customers, working closely with Product, Engineering, and Support to troubleshoot issues, manage escalations, and ensure the platform is fully embedded into agency operations.

What you’ll do:

• Own technical relationships for enterprise/public sector customers
• Lead troubleshooting, RCA, and escalation management across SaaS platforms
• Partner on deployments, onboarding, configuration, and workflow optimization
• Drive adoption of cloud, analytics, and AI-enabled capabilities
• Use SQL, Power BI, and JSON-based tools for reporting and system configuration
• Deliver onsite training, enablement, and executive-level technical support
• Serve as customer advocate and feedback loop to Product \& Engineering

What we’re looking for:

• 4\+ years in Technical Account Management, Implementation, or Customer Engineering
• Strong SQL \+ Power BI \+ JSON configuration experience (required)
• Background in SaaS / cloud / enterprise software environments
• Strong troubleshooting and stakeholder management skills
• Experience supporting complex, high-touch customer deployments
• Public sector / mission-critical systems experience is a plus

Ideal backgrounds: TAM, Customer Success Engineer, Implementation Consultant, or Solutions Engineer in complex SaaS environments.