Technical Account Manager

Technical Account Manager

Department:

EngineeringEmployment Type:

Full TimeLocation:

Manchester, UKDescription

Interact provides enterprise-grade intranet software that connects over three million employees to leading global names like Levi''s, Domino’s, Teva Pharmaceuticals, and Technicolor.Our team of customer-focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in Manchester, New York, Dubai, Tulsa, and Poland, we operate across North America, EMEA, and Australia.Click on any of our vacancies and you’ll see one thing in common – they all begin with this message. Why? Because at Interact we treat everyone with the same respect and honesty. Whether you’re a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets.We are looking for a Technical Account Manager (TAM) who will act as a trusted advisor to our customers, ensuring the successful adoption and optimisation of our technical solutions. In this role you will combined technical expertise with business acumen, managing key accounts, handling escalations, and proactively identifying opportunities for improvement.In this role you work closely with cross-functional teams, including Technical Onboarding, Internal Development, and Product teams, to provide tailored solutions and resolve complex issues efficiently. You must have intermediate coding competency to troubleshoot integrations, understand APIs, and support technical implementations.This role requires strong communication skills, relationship management, and a deep understanding of enterprise customers, particularly within large, complex organisations. TAMs operate across global time zones, supporting clients from the US and EMEAA little about you...

Significant experience in a client-facing technical role, preferably in Technical Account Management or a related field, with a strong focus on building and maintaining customer relationships.Proven track record of managing and growing enterprise or complex client accounts, driving customer satisfaction, retention, and business value.Experience in providing technical guidance and troubleshooting complex issues, including working with APIs, integrations, and cloud-based solutions.Strong problem-solving skills with the ability to diagnose, escalate, and resolve technical issues efficiently while maintaining clear communication with customers.Experience handling escalations, conflict resolution, and negotiation to ensure successful client outcomes.Ability to collaborate cross-functionally with Product, Engineering, and Customer Success teams to deliver tailored solutions that align with customer needs.Familiarity with global customer operations, supporting businesses across multiple time zones and industries.Technical Background

– Basic understanding of software architecture, system integrations, and troubleshooting methodologies.Cloud Platforms

– Familiarity with AWS, Azure, or Google Cloud for hosting, networking, and security best practices.REST APIs and Integrations

– Ability to work with APIs, troubleshoot connectivity issues, and advise customers on integration best practices.SQL and Databases

– Intermediate knowledge of relational databases (e.g., MS SQL, MySQL, or PostgreSQL), including writing queries and understanding data structures.Networking and Security

– Basic understanding of firewalls, authentication methods (OAuth, SSO), and data security best practices.Frontend and Backend Technologies

– Awareness of web-based applications, JavaScript frameworks (React, Vue, or Angular), and backend technologies (ASP.Net, Node.js or Python).Enterprise IT Ecosystem

– Knowledge of ERP, CRM, and Content Management Systems and their integrations into business workflows.ITIL and Incident Management

– Familiarity with incident response, change management, and SLA-driven support models.About the role...

Act as the primary technical point of contact for key accounts, building strong relationships and understanding their business objectives.Provide proactive and reactive technical support, troubleshooting issues, and ensuring timely resolution to maintain customer satisfaction.Collaborate with internal teams to develop tailored solutions that align with customer requirements and maximise the value of company products and services.Guide customers through best practices for implementation, integration, and ongoing optimisation of technical solutions.Oversee technical escalations, ensuring that complex or critical issues are resolved efficiently while maintaining clear communication with stakeholders.Identify potential risks to customer satisfaction and retention, working proactively to address concerns and improve the overall customer experience.Provide insights and recommendations based on customer feedback to influence product development and service improvements.Benefits

25 days annual leave (with the option to buy and sell additional days)Cycle to work schemeAccess to Learning and Development platformLife InsuranceAuto Enrolment PensionsHealthshield (Cashback on dental check-ups and fillings, eye tests, physiotherapy, prescriptions and much moreReimburse for usage of personal mobile phoneFree Gym membership and Free Friday lunch for office based ..... full job details .....