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Technical Account Manager
Manchester, UKPosted 2 days ago
Full-timehybrid
Job Description
Technical Account Manager
Department: Engineering
Employment Type: Full Time
Location: Manchester, UK
Reporting To: Khaled Kaloo
Description
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, 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.
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 combine technical expertise with business acumen, managing key accounts, handling escalations, and proactively identifying opportunities for improvement. You will work closely with cross-functional teams, including Technical Onboarding, Internal Development, and Product teams, to provide tailored solutions and resolve complex issues efficiently.
Intermediate coding competency is a must for this role, to troubleshoot integrations, understand APIs, and support technical implementations. This position requires for you to have 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 EMEA.
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 combine technical expertise with business acumen, managing key accounts, handling escalations, and proactively identifying opportunities for improvement. You will work closely with cross-functional teams, including Technical Onboarding, Internal Development, and Product teams, to provide tailored solutions and resolve complex issues efficiently.
Intermediate coding competency is a must for this role, to troubleshoot integrations, understand APIs, and support technical implementations. This position requires for you to have 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 EMEA.
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
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Self-motivated and proactive – Takes ownership of customer success, anticipating issues before they arise
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 scheme
- Access to Learning & Development platform
- Life Insurance
- Auto Enrolment Pensions
- Healthshield (Cashback on dental check-ups and fillings, eye tests, physiotherapy, prescriptions and much more
- Reimburse for usage of personal mobile phone
- Free Gym membership and Free Friday lunch for office based staff