Job PurposeAs a Technical Support Account Manager (TSAM), you will be responsible for a portfolio of medium to small customer accounts. You will focus on the operational support landscape for each account, helping drive customer success and supporting retention.
TSAMs deliver proactive and reactive support services and act as a point of escalation internally and externally for support-related activities. As a Unily and customer advocate, you will coordinate and monitor support progress to ensure timely resolution of customer incidents and associated records.
You will also plan and deliver annual operational support service reviews. TSAMs should be comfortable presenting to all levels, influencing stakeholders, and driving account-level actions to completion.
Main Responsibilities - Manage a portfolio of customer accounts within the operational support landscape to ensure customer satisfaction and contract renewals (typically ~75 accounts, depending on complexity).
- Serve as the primary point of contact for support-related escalations, coordinating internal teams and providing hands-on assistance where required and agreed.
- Proactively identify trends, recurring issues, risks, and improvement opportunities; maintain an accurate view of account health.
- Track, monitor, and report on incidents and ticket performance (e.g., volumes, SLA attainment, themes), supporting both client and internal reporting needs.
- Escalate issues requiring investigation or prioritisation within Unily and manage them through to resolution, ensuring clear ownership and timely updates.
- Collaborate with cross-functional teams (Support, Engineering, Product, Customer Success) to improve outcomes and drive continuous service improvement.
- Build and maintain strong relationships with key stakeholders and decision-makers within assigned accounts.
- Plan and deliver regular account review meetings, presentations, and reports to communicate service value, performance, and agreed next actions.
- Stay current on Unily features and relevant technology developments to identify opportunities and advise customers appropriately.
- Ensure timely and effective communication of technical updates, risks, and progress to clients and internal stakeholders.
- Maintain accurate account documentation and client-specific support information (e.g., environments, contacts, runbooks, known issues).
Knowledge, Skills, and Experience Needed for the Job- Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent practical experience).
- 2+ years' experience in technical account management, customer success, support, or a related client-facing technical role.
- Excellent written and verbal communication skills in English, with the ability to translate technical detail for non-technical audiences.
- Working knowledge of ITIL practices, including incident, problem, and release management.
- Strong technical foundation and the ability to understand, troubleshoot, and explain technical concepts.
- Strong prioritisation and organisational skills; ability to manage multiple accounts, tasks, and stakeholders under pressure.
- Strategic, customer-focused mindset with strong relationship-building and stakeholder management skills.
- Proficiency with Microsoft Office (and comfort working in ticketing/CRM/reporting tools).
