Technical Account Manager

• Act as the lead technical point of contact for assigned accounts, building deep relationships with key stakeholders, from operational users to senior management.
• Proactively engage with clients to understand their evolving needs and identify opportunities to upsell and cross-sell additional services and solutions.
• Conduct regular business reviews with clients to demonstrate value, present new features, and discuss future requirements.
• Collaborate closely with the sales team on renewals and expansion opportunities.
• Assisting on a technical level with new client engagements and on-boarding.

• Manage and oversee all first-line technical support inquiries, ensuring timely and effective resolution of client issues related to our software and services.
• Triage and prioritise support tickets, escalating complex issues to our second-line support or development teams when necessary.
• Provide clear and concise communication to clients regarding issue status, resolution steps, and preventative measures.
• Develop and maintain a comprehensive understanding of our solutions, including their technical architecture, functionalities, and best practices.

• Assist clients with the technical aspects of onboarding and implementation of our solutions, including configuration, data integration, and user training.
• Provide technical guidance and best practices to clients to optimise their use of our internal tools.

• Gather client feedback on product features, usability, and performance, relaying insights to our product development teams to drive continuous improvement.
• Act as a client advocate within the company, ensuring client needs are represented in product roadmaps and service offerings.

• Maintain accurate and up-to-date client records, support logs, and account plans within our CRM system.
• Generate regular reports on client health, support trends, and account growth opportunities.

• Bachelor's degree in a technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent practical experience.
• Proven experience (3+ years) in a Technical Account Manager, Solutions Engineer, or similar client-facing technical role, within a services or SaaS company; in particular a crew management software company from the aviation or healthcare industries.
• Strong technical aptitude with the ability to quickly understand and troubleshoot complex software solutions.
• Excellent written and spoken communication, interpersonal, and presentation skills, with the ability to explain technical concepts to non-technical audiences.
• Demonstrated ability to manage multiple client accounts and priorities simultaneously.
• Experience in managing or contributing to first-line technical support processes.
• A proactive and results-oriented approach to client success and account growth.

• Experience in Fatigue Risk Management, Aviation, Transportation, Healthcare, or other industries with critical safety considerations. in particular with a crew management software company.
• Familiarity with CRM software (e.g., Salesforce) and ticketing systems (e.g., Jira, Zendesk).
• Understanding of data integration concepts (APIs, databases).

• A challenging and rewarding role in a specialized and impactful industry.
• The opportunity to make a significant impact on client success and business growth.
• A collaborative and supportive work environment.
• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.

Kelaca