Who you are

• Strong technical fluency, with the ability to troubleshoot directly or effectively coordinate troubleshooting across teams
• Excellent communicator, clear and confident with both technical and non-technical stakeholders, in written and verbal formats
• Skilled at owning communication under pressure: keeping customers informed during escalations without over-promising, and keeping internal teams focused without losing the customer perspective
• Strong program management skills: able to run cadences, track commitments, and drive accountability across multiple workstreams
• Highly organized, with the ability to manage multiple accounts, priorities, and timelines simultaneously
• 5–7+ years in Technical Account Management, Support Engineering, Implementation, Solutions Engineering, or a similar customer-facing technical role
• 3+ years of experience supporting an Enterprise SaaS platform with complex, highly configured customer environments
• Experience owning customer communication in enterprise support or services engagements, including escalation management, status reporting, and executive-level updates
• Background with support tooling (ticketing systems, SLAs, incident management)
• Familiarity with SaaS environments and release/change management best practices
• Background in government technology, permitting, or public sector SaaS
• Hands-on Salesforce experience, especially in an OEM, ISV, or Service Cloud support setting — Clariti's Enterprise product is built natively on the Salesforce platform

What the job involves

• Reporting to the VP, Customer Experience, the Technical Account Manager (TAM) will serve as the dedicated Technical lead for customers with Premium Support
• The TAM owns the day-to-day technical engagement for assigned accounts, ensuring customers receive timely, high-quality support, proactive guidance, and structured service delivery aligned with our product roadmap and release cadence
• This is a high-impact, high-visibility role that sits at the heart of the Customer Experience team
• The TAM is the person customers count on when it matters most, the one who knows their environment, speaks their language, and makes things happen internally on their behalf
• This role works in close partnership with the Support team and the Customer Success Manager (CSM): while the CSM drives overall account health, value realization, renewals, and growth, the TAM owns the technical execution, accountable to support delivery, services programming, escalation management, and the cross-functional coordination that turns commitments into outcomes
• Hold overall accountability for Support outcomes across your accounts, partnering closely with the Support team that owns day-to-day ticket execution
• Own escalations, stepping in when issues require senior technical judgment, broader coordination, or a stronger customer-facing presence to drive resolution
• Serve as the accountable owner for customer-facing communication on escalated or high-impact issues, ensuring customers receive timely updates, clear expectations, and proper closure
• Maintain visibility across the support queue and hold internal teams (Support, Engineering, Services) accountable to progress, intervening and coordinating when issues stall or risk breaching commitments
• Establish and run recurring cadences with customer technical stakeholders (e.g., weekly or monthly support reviews, services checkpoints), and own the agenda, communication, and follow-up for each
• Facilitate structured internal sessions across Engineering, Product, Support, and Services to maintain alignment and momentum on customer commitments
• Track and communicate action items, risks, and progress across all technical workstreams, ensuring nothing falls through the cracks on either side
• Own the technical communication channel between customers and internal teams: translating customer needs into clear internal requests, and translating internal updates into customer-ready communication
• Keep customers informed proactively, not just when issues arise, but ahead of changes, releases, and risks that may affect them
• Escalate effectively, providing internal stakeholders with clear context, business impact, and urgency; and keeping customers appropriately informed throughout escalations
• Represent the customer perspective in internal technical discussions to ensure solutions reflect real-world usage
• Communicate upcoming releases, roadmap changes, and relevant product updates to customers before they become surprises
• Provide technical impact assessments for releases and lead adoption planning conversations with customer technical teams
• Identify support trends, latent risks, or engagement gaps and get ahead of them, both by alerting customers and by initiating internal action
• Maintain clear documentation of support history, technical objectives, and engagement plans
• Maintain clear documentation of support history, open issues, technical objectives, and engagement plans; shared across the CSM, Support, Engineering, Product, and Services teams
• Provide accurate, consistent reporting on support health, SLA performance, and service consumption to both customers and internal leadership
• Ensure all cross-functional stakeholders maintain shared, current visibility into account status
• What Success Looks Like
• Customers always know where things stand, on open issues, upcoming changes, and the health of their engagement, because the TAM communicates proactively and consistently
• Technical issues are resolved efficiently, with strong internal coordination and minimal friction for the customer
• Internal teams (Support, Engineering, Product, Services, CSM) are aligned and informed, with clear communication flowing from the TAM in both directions
• Cadences with customers and internal teams run smoothly and create predictable, structured execution
• Customers adopt new releases confidently, supported by TAM-led communication and readiness planning
• Support health is stable, measurable, and improving across assigned accounts

Benefits

• Flexible Work Culture
• Professional Development
• Team Building Events/Outings
• Motivated Team
• Corporate Bonus Plan