Technical Account Manager

This is a high-impact, customer-facing technical role responsible for driving successful deployment, adoption, and long-term operational performance of a complex cloud platform spanning records management, digital evidence, analytics, and workflow systems.You’ll act as the primary technical partner for assigned customers, working closely with Product, Engineering, and Support to troubleshoot issues, manage escalations, and ensure the platform is fully embedded into agency operations.What you’ll do:Own technical relationships for enterprise/public sector customersLead troubleshooting, RCA, and escalation management across SaaS platformsPartner on deployments, onboarding, configuration, and workflow optimizationDrive adoption of cloud, analytics, and AI-enabled capabilitiesUse SQL, Power BI, and JSON-based tools for reporting and system configurationDeliver onsite training, enablement, and executive-level technical supportServe as customer advocate and feedback loop to Product & EngineeringWhat we’re looking for:4+ years in Technical Account Management, Implementation, or Customer EngineeringStrong SQL + Power BI + JSON configuration experience (required)Background in SaaS / cloud / enterprise software environmentsStrong troubleshooting and stakeholder management skillsExperience supporting complex, high-touch customer deploymentsPublic sector / mission-critical systems experience is a plusIdeal backgrounds: TAM, Customer Success Engineer, Implementation Consultant, or Solutions Engineer in complex SaaS environments.