AGS
Technical Account Manager
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Technical Account Manager (UK)
£103.5K - £125.7K + Stock Options - based on alignment and experience
Hybrid | UK
Location - Candidates should be within an easy commute of Knutsford, Cheshire or Canary Wharf, London.
The role requires 1 day per week in the office, with additional office time occasionally required to support key projects.
About the Role
We are working with a high-growth enterprise technology company that provides a secure digital workspace combining security, identity, network access, data protection and endpoint controls into a single platform.
The company is backed by leading technology investors and works with some of the world's largest enterprise organisations.
They are looking for a Technical Account Manager (TAM) to act as a strategic technical partner for one of their largest customers within the banking and financial services sector.
This is a highly technical, hands-on role focused on building trusted customer relationships, delivering technical workstreams, troubleshooting complex issues and helping a major enterprise customer maximise the value of the platform.
What You'll Be Doing
Act as a Trusted Technical Advisor
- Serve as the primary technical point of contact for a major enterprise customer, supporting them from onboarding through to operational maturity.
Support & Troubleshooting
- Proactively manage support cases, feature requests and technical escalations, driving issues through to resolution while maintaining clear communication with the customer.
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Enablement & Training
- Train customer teams on deployment, configuration, management and best practices.
Configuration & Optimisation
- Provide hands-on technical guidance to configure and optimise the platform around the customer's security, performance and usability requirements.
Feature & Release Guidance
- Keep the customer informed about new capabilities and releases, explaining how they can be applied within their environment.
Technical Project Delivery
- Own and deliver technical workstreams end-to-end, working closely with customer teams, internal stakeholders and third-party partners.
Cross-functional Collaboration
- Work closely with Product, Engineering, Support, Customer Success, Solutions Architects and Sales Engineering teams to resolve issues and deliver projects.
What We're Looking For
- 5+ years in Technical Account Management, Solutions Engineering, Technical Customer Success or another technical post-sales role within software or cybersecurity.
- Strong technical foundation and experience supporting enterprise IT products, ideally SaaS or security platforms.
- Experience working within large, complex enterprise environments with multiple systems, dependencies and architectural layers.
- Experience managing technical escalations, support tickets and project delivery.
- Strong troubleshooting skills and the ability to take technical issues through to resolution.
- Experience owning technical workstreams from initial requirements through to implementation and delivery.
- Excellent communication skills, with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
- Comfortable working across multiple customer business units and stakeholder groups.
- Experience working with tools such as Salesforce, Jira and Confluence.
- Bachelor's degree in a technical discipline preferred, or equivalent practical experience.
- Comfortable operating in a hands-on technical environment, including deployment and configuration work.
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Customer Environment
The successful candidate will support a major global banking organisation, so experience working within highly regulated, security-conscious enterprise environments is particularly relevant.
You will:
- Act as a technical SME and trusted advisor to the customer.
- Own technical delivery across multiple workstreams.
- Work across a global, multi-business-unit environment.
- Troubleshoot issues involving multiple technical dependencies and stakeholders.
- Manage a support caseload alongside project delivery.
- Liaise with internal engineering, R&D and support teams when escalation is required.
- Build relationships across both technical and non-technical customer functions.
- Maintain clear, consistent communication across the customer account.
- Work as part of a high-performing account team supporting a globally deployed enterprise service.
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