Technical Account Manager

About Interact

Interact is a leading provider of enterprise intranet software, connecting more than four million employees worldwide with some of the world's most recognised brands, including Levi's, Domino's, Teva Pharmaceuticals, and Technicolor.

We're a team of customer-focused problem solvers who are passionate about helping organisations communicate, connect, and engage more effectively. Continuous improvement is at the heart of everything we do, driving us to enhance our products, services, and customer experience every day.

As the workplace continues to evolve, Interact is embedding AI into every corner of the intranet experience, creating a powerful, intelligent, one-stop platform that helps employees find information faster, work more efficiently, and stay connected.

With offices in Manchester, New York, Dubai, Tulsa, Warsaw, and Manila, we support organisations across North America, EMEA, APAC, and Australia, delivering innovative solutions on a global scale.

At Interact, people come first. We're proud of the culture we've built: one that values collaboration, trust, and continuous learning. No matter where you are in your career, you'll be encouraged to share ideas, grow your skills, and make a meaningful impact alongside a team that genuinely cares about each other and our customers.

We are looking for a Technical Account Manager (TAM) to join our team and act as a trusted advisor to a portfolio of enterprise customers, helping them maximise the value of our solutions and achieve their business objectives.

In this highly visible role, you will combine technical expertise with commercial awareness to drive customer adoption, optimise solution performance, and deliver an exceptional client experience. Working closely with customers and internal teams, you will take ownership of key accounts, manage technical escalations, and proactively identify opportunities to improve processes, integrations, and overall service delivery.

As a Technical Account Manager, you will collaborate with cross-functional teams including Technical Onboarding, Product, and Development to deliver tailored solutions and resolve complex technical challenges. You'll utilise your coding and integration knowledge to troubleshoot issues, support implementations, and provide guidance around APIs and technical workflows.

This role is ideal for someone who thrives in a customer-facing environment, enjoys solving complex problems, and can confidently engage with stakeholders across large, global organisations. With customers spanning both the US and EMEA regions, you'll play a critical role in fostering long-term relationships and supporting clients across multiple time zones.

Responsibilities

• Act as the primary technical point of contact for key accounts, building strong relationships and understanding their business objectives
• Provide proactive and reactive technical support, troubleshooting issues, and ensuring timely resolution to maintain customer satisfaction
• Collaborate with internal teams to develop tailored solutions that align with customer requirements and maximise the value of company products and services
• Guide customers through best practices for implementation, integration, and ongoing optimisation of technical solutions
• Oversee technical escalations, ensuring that complex or critical issues are resolved efficiently while maintaining clear communication with stakeholders
• Identify potential risks to customer satisfaction and retention, working proactively to address concerns and improve the overall customer experience
• Provide insights and recommendations based on customer feedback to influence product development and service improvements

Experience

• Significant experience in a client-facing technical role, preferably in Technical Account Management or a related field, with a strong focus on building and maintaining customer relationships
• Proven track record of managing and growing enterprise or complex client accounts, driving customer satisfaction, retention, and business value
• Experience in providing technical guidance and troubleshooting complex issues, including working with APIs, integrations, and cloud-based solutions
• Strong problem-solving skills with the ability to diagnose, escalate, and resolve technical issues efficiently while maintaining clear communication with customers
• Experience handling escalations, conflict resolution, and negotiation to ensure successful client outcomes
• Ability to collaborate cross-functionally with Product, Engineering, and Customer Success teams to deliver tailored solutions that align with customer needs
• Familiarity with global customer operations, supporting businesses across multiple time zones and industries
• Technical Background - Basic understanding of software architecture, system integrations, and troubleshooting methodologies
• Cloud Platforms - Familiarity with AWS, Azure, or Google Cloud for hosting, networking, and security best practices
• REST APIs & Integrations - Ability to work with APIs, troubleshoot connectivity issues, and advise customers on integration best practices
• SQL & Databases - Intermediate knowledge of relational databases (e.g., MS SQL, MySQL, or PostgreSQL), including writing queries and understanding data structures
• Networking & Security - Basic understanding of firewalls, authentication methods (OAuth, SSO), and data security best practices
• Frontend & Backend Technologies - Awareness of web-based applications, JavaScript frameworks (React, Vue, or Angular), and backend technologies ( ASP.Net or Node.js, or Python)
• Enterprise IT Ecosystem - Knowledge of ERP, CRM, and Content Management Systems and their integrations into business workflows
• ITIL & Incident Management - Familiarity with incident response, change management, and SLA-driven support models
• Strong interpersonal and relationship-building skills - Able to engage and build trust with enterprise clients, acting as a strategic advisor
• Customer-first mindset - Proactive in understanding customer needs, driving value, and ensuring satisfaction
• Confident communication and stakeholder management - Ability to lead discussions with senior leaders, influence decision-making, and articulate technical concepts to non-technical audiences
• Problem-solving and adaptability - Capable of troubleshooting complex technical issues and providing solutions under pressure
• Process-driven approach - Able to standardise customer engagement and technical support processes for consistency
• Detail-oriented with a strategic mindset - Balances day-to-day technical support with long-term account growth and success
• Self-motivated and proactive - Takes ownership of customer success, anticipating issues before they arise

Benefits

• 25 Holidays/PTO (with the option to buy and sell additional days)
• 401K contributions after 3 months service
• Company healthcare plans or 3rd party reimbursement
• Voluntary Dental, Vision and Life Cover
• Flexible Saving Account
• Employee Discount and Reward Program
• Reimbursement for use of personal mobile phone