Technical Account Manager

Technical Account Managers (Internal Title - Emburse Solution Advisors) are trusted technical advisors to customers, providing ongoing product expertise, configuration support and strategic guidance to help customers maximise the value of their Emburse solutions. Working with a portfolio of customers, the ESA combines deep product knowledge with strong consulting and customer-management skills.

They partner closely with Customer Success, Support, Product and other internal teams to understand customer requirements, recommend best-practice solutions, manage configuration and change requests, resolve complex issues and proactively identify opportunities to improve the customer's use of the Emburse SaaS platform.

The role requires the ability to manage multiple customer priorities while building strong, long- term relationships and providing a consistently high level of service.

**Please note this is a hybrid role (3 days a week in our London office) and we are NOT able to offer sponsorship now or in the future**

What you will Do

• Serve as a Trusted Technical Advisor: Manage a dedicated portfolio of ESA clients, maintaining deep knowledge of their technical configurations, business requirements, and long-term platform goals.
• Deliver Strategic Product Consulting: Guide clients on product capabilities, configuration options, and best practices to optimize adoption and maximize solution value.
• Lead End-to-End Technical Projects: Manage configuration changes and technical requests from initial requirements gathering and solution design through to final delivery.
• Configure Platform Solutions: Hands-on configure Emburse products in alignment with agreed client specifications, scope, and service levels.
• Manage Workload & Priorities: Oversee multiple concurrent customer projects and technical requests, delivering high-quality results within agreed SLAs.
• Maintain Transparent Communication: Provide regular, proactive updates to clients regarding project milestones, progress, timelines, and risk mitigation.
• Provide Escalation & Troubleshooting Support: Coordinate across internal teams to troubleshoot and resolve complex technical issues and client escalations.
• Partner Cross-Functionally: Collaborate closely with Customer Success Managers and internal stakeholders to drive account health, retention, and overall client success.
• Act as an Internal SME: Serve as a technical product knowledge resource for colleagues, contributing to training, testing, and team knowledge sharing.
• Drive Process Improvement: Contribute to the continuous optimization of ESA workflows, technical documentation, and delivery standards.
• Maintain Continuous Technical Mastery: Proactively expand platform and product expertise through ongoing testing, research, and collaboration with internal subject matter experts.

What you will Bring

• Bachelor's degree (or equivalent practical experience) with proven experience in a customer-facing technical, SaaS consulting, implementation, or technical customer success role.
• Experience configuring complex SaaS platforms and workflow software; background in financial management or Travel & Expense (T&E) management software is highly preferred.
• Proven ability to gather complex business requirements and translate them into effective product configurations and technical solutions.
• Demonstrated success managing multiple concurrent technical requests, customer projects, and shifting priorities while meeting SLAs.
• Strong problem-solving and consulting skills, with a track record of setting expectations, handling customer concerns, and resolving technical escalations.
• Hands-on experience with Microsoft Office (advanced Excel) and familiarity with enterprise tools like Salesforce, Jira, Confluence, and Zendesk preferred
• Understanding of accounting processes, financial systems, and relevant terminology; basic knowledge of SQL is a plus.
• Exceptional interpersonal skills with a history of partnering effectively across Support, Product, and Customer Success teams.
• Keen awareness of how high-touch technical service drives platform adoption, customer value, retention, and expansion.
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to diverse audiences.
• Meticulous attention to detail with the technical aptitude to develop deep product mastery and navigate intricate system workflows.