Technical Account Manager

About the Role
As a Technical Account Manager, you will be a trusted technical advisor to higher-education institutions as they modernize their technology environments and adopt SaaS, cloud, automation, and AI-enabled capabilities. You will connect customer priorities with technology and services, helping institutions transition from legacy operating models toward modern, scalable ways of working. Combining technical understanding with strong customer leadership, you will guide modernization roadmaps, coordinate complex technical initiatives, proactively address risk, and help customers realize measurable value from their investments.

Where You Will Make an Impact

• Lead strategic technical relationships for a portfolio of higher-education customers, building trusted partnerships across executive, IT, academic, and operational stakeholders and connecting institutional priorities to clear technology and modernization outcomes.
• Guide customer modernization by helping institutions assess their current environment, define a practical future state, and establish roadmaps spanning SaaS adoption, cloud operations, integrations, APIs, automation, and the transition from legacy technologies.
• Provide technical guidance across SaaS applications, integrations, APIs, and cloud services, helping customers make informed decisions around architecture, performance, scalability, security, resilience, and operational best practices.
• Advance AI and automation adoption by identifying practical opportunities to use AI-enabled capabilities, analytics, and workflow automation to improve service delivery, surface risk, streamline processes, and turn insights into meaningful customer actions.
• Own technical risk and escalation management, coordinating across customers, Support, Engineering, Product, and other internal teams to resolve complex issues, strengthen service reliability, and identify opportunities for continuous improvement.
• Use customer and platform insights to drive value, leveraging usage, operational, and service data to identify adoption gaps, emerging risks, optimization opportunities, and actions that improve customer outcomes.
• Orchestrate the customer experience by connecting Product, Delivery, Implementation, Sales, and Support around customer priorities, while representing customer needs and feedback internally.
• Drive measurable customer outcomes through modernization progress, adoption, service performance, customer satisfaction, retention, and value realization, including leading regular strategic and executive customer reviews.

What You Will Bring

• 3–5 years of experience in a technical customer-facing role, such as technical account management, customer success, consulting, solutions, or service delivery, ideally within SaaS, enterprise software, EdTech, or higher education.
• Strong understanding of SaaS and cloud environments, with practical experience in areas such as cloud services, integrations and APIs, monitoring, service delivery, or cloud-based operations. Experience with AWS, Azure, or GCP is valuable.
• The technical depth to engage credibly with customer technology teams and work across integrations, APIs, application architecture, monitoring, performance, security, and operational reliability without needing to be the hands-on engineer for every solution.
• Experience using automation, AI-enabled tools, analytics, or data-driven approaches to improve workflows, identify risks, troubleshoot issues, or improve customer and operational outcomes.
• Familiarity with monitoring, observability, or service-management practices and tools, such as Datadog, Amazon CloudWatch, New Relic, ServiceNow, ITIL, or comparable technologies and frameworks.
• Strong communication and relationship-management skills, with the ability to translate complex technical topics into clear business implications and recommendations for both technical and non-technical audiences.
• Demonstrated ability to coordinate multiple stakeholders, navigate complex customer environments, manage competing priorities, and move technical initiatives from discussion through execution.
• An understanding of higher-education technology or institutional processes such as the student lifecycle, registration, learning, finance, or enterprise administrative systems would support success in the role.

What Makes #the companylife

• 25 days annual leave plus public holidays
• End of service gratuity and flight allowance contributions
• Private medical and dental cover for self, spouse and 2 dependents
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Wellness programs including:
  • Headspace (mental health)
  • Wellbeats (virtual fitness classes)
  • RethinkCare (caregiver support)
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Lean In Circles, and Go Green
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• A fostered learning culture with:
  • Education Assistance Program
  • Professional development opportunities
  • LinkedIn Learning