Technical Account Manager

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, Tulsa, Dubai, Warsaw, and Manila, 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.
Are you passionate about technology, customer success, and building strong client partnerships?
We are looking for a Technical Account Manager (TAM) to join our team and act as a trusted advisor to a portfolio of enterprise customers, helping them maximise the value of our solutions and achieve their business objectives.
In this highly visible role, you will combine technical expertise with commercial awareness to drive customer adoption, optimise solution performance, and deliver an exceptional client experience. Working closely with customers and internal teams, you will take ownership of key accounts, manage technical escalations, and proactively identify opportunities to improve processes, integrations, and overall service delivery.
As a Technical Account Manager, you will collaborate with cross-functional teams including Technical Onboarding, Product, and Development to deliver tailored solutions and resolve complex technical challenges. You'll utilise your coding and integration knowledge to troubleshoot issues, support implementations, and provide guidance around APIs and technical workflows.
This role is ideal for someone who thrives in a customer-facing environment, enjoys solving complex problems, and can confidently engage with stakeholders across large, global organisations. With customers spanning both the US and EMEA regions, you'll play a critical role in fostering long-term relationships and supporting clients across multiple time zones.
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
A 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 & Integrations – Ability to work with APIs, troubleshoot connectivity issues, and advise customers on integration best practices
SQL & Databases – Intermediate knowledge of relational databases (e.g., MS SQL, MySQL, or PostgreSQL), including writing queries and understanding data structures
Networking & Security – Basic understanding of firewalls, authentication methods (OAuth, SSO), and data security best practices
Frontend & Backend Technologies – Awareness of web-based applications, JavaScript frameworks (React, Vue, or Angular), and backend technologies ( ASP.Net or Node.js, or Python)
Enterprise IT Ecosystem – Knowledge of ERP, CRM, and Content Management Systems and their integrations into business workflows
ITIL & Incident Management – Familiarity with incident response, change management, and SLA-driven support models
Strong interpersonal and relationship-building skills – Able to engage and build trust with enterprise clients, acting as a strategic advisor
Customer-first mindset – Proactive in understanding customer needs, driving value, and ensuring satisfaction
Confident communication and stakeholder management – Ability to lead discussions with senior leaders, influence decision-making, and articulate technical concepts to non-technical audiences
Problem-solving and adaptability – Capable of troubleshooting complex technical issues and providing solutions under pressure
Process-driven approach – Able to standardise customer engagement and technical support processes for consistency
Detail-oriented with a strategic mindset – Balances day-to-day technical support with long-term account growth and success
Self-motivated and proactive – Takes ownership of customer success, anticipating issues before they arise

Work arrangement
Yes