Technical Account Manager (TAM)

Technical Account Manager

As Technical Account Manager, you'll be the technical expert our most important customers and partners rely on. You'll own the technical relationship across our highest-value accounts — keeping their networks performing, spotting risk before it becomes a problem, and making sure their teams get real value from what we provide.

Sales owns the commercial relationship. You own the technical one — leading service reviews, preventing escalations, supporting bids and tenders, and keeping customers aligned with our product roadmap. You'll work day to day with our Partner Programme Manager (PPM), Sales, and Technical Operations (TechOps) teams, and you'll report to the Chief Sales Officer.

Your accounts will be the ones that matter most — typically the top 20% by revenue and strategic importance, plus any others the CSO or CEO asks you to pick up. You'll stay close to them through structured service reviews, regular touchpoints, onsite visits, and dedicated Teams channels for technical updates and relationship building (not support tickets).

Success in this role will be defined by:

• ≥20% churn reduction among strategic and partner-led accounts
• Increased technical satisfaction scores from both customers and partners
• Strong partner engagement and enablement in collaboration with the PPM
• Faster sales cycles and higher bid conversion due to quality pre-sales input
• Increased adoption of training and documentation resources
• Higher visibility and resolution rates of technical risks via early TAM engagement

Do this well and you'll help us keep and grow our most important accounts, strengthen our partner network, and give every customer a consistently high-quality technical experience.

Responsibilities:

• Partner with sales to deliver structured service reviews, highlight technical performance, align on product roadmaps, and identify potential risks or expansion opportunities.
• Engage with the PPM to support key partner accounts, including high-value customers acquired or managed through strategic partners. You will enable partners with training, technical materials, and direct engagement on accounts of strategic importance.
• Support pre-sales activities — including solution design, technical qualification, product demonstrations, and contributing to the quality and compliance of bids and tenders.
• Bridge into Technical Operations (TechOps) — working alongside TechOps to head off customer pain where required.
• Drive technical enablement — delivering training to partners, network managers, DSLs and internal teams; producing technical documentation and working with marketing and the PPM on Moodle/academy content and partner collateral.
• Own the onboarding experience — collaborating with the Service Delivery team to ensure smooth, technically sound onboarding that leads to strong early customer satisfaction.
• Maintain ongoing account engagement — through dedicated Teams channels (for training and engagement, not support tickets), onsite visits, proactive outreach, and ongoing roadmap discussions with key technical stakeholders.
• Work with our product managers to select the right products and services for customers, based on what you learn from your accounts.

Territory and travel:

This is a national role covering customers and partners across the UK, so you can expect to travel up to 15,000 miles a year by train or car. We'll also ask you to spend at least two days a month in the office, working alongside the wider team and the Chief Sales Officer.