Technical Account Manager - US

About Proactis Ltd
Proactis Ltd is a global software company that provides cloud-based Source-to-Pay (S2P) procurement and spend management solutions through a Software-as-a-Service (SaaS) model. Its platform enables organisations to digitally manage and automate the entire procurement lifecycle, including supplier sourcing, tendering, purchasing, invoice processing, and payment, within a single integrated system. By centralising procurement and finance activities, Proactis helps organisations improve operational efficiency, strengthen financial control, ensure compliance, and gain greater visibility over organisational expenditure. The SaaS delivery model allows customers to securely access the system via the cloud, reducing the need for internal IT infrastructure while benefiting from scalability and regular updates. Proactis primarily serves service-led and regulated sectors, including public sector bodies, housing associations, financial services, education, and professional services, where effective spend control, transparency, and supplier management are essential. Its solutions support organisations in modernising procurement processes, reducing administrative burden, improving accuracy, and enabling more informed, strategic financial and procurement decision-making.

Job Purpose: Technical Account Manager at Proactis Ltd is the dedicated technical point of contact for a defined set of existing customer accounts, bridging the gap between the customer’s technical environment and Proactis’s product, implementation, and support teams. This role exists to resolve the technical friction that blocks adoption, stalls migrations, and - if unaddressed - creates real renewal and churn risk.
Working across Account Management, Customer Success, Professional Services, and Engineering, the Technical Account Manager provides hands-on technical guidance on integrations, data management, migrations, platform upgrades, and configuration issues. They bring product depth to triage problems independently, identify the correct internal path, and work cross-functionally to provide solutions minimising internal escalations.
The Technical Account Manager will join recurring customer calls as the technical voice, lead initial investigations of suspected bugs and platform issues, own data extract and export requests, and support integration, migration, and upgrade workstreams end-to-end. Success in this role requires a blend of technical capability, customer-facing confidence, and commercial awareness- understanding precisely when an unresolved technical issue becomes a retention risk that the wider team needs to act on.

Key Accountabilities/BAU Objectives:What
Measures
Technical issue triage and resolution support:

1. Serve as first-line technical reviewer for suspected bugs, platform issues, and configuration queries raised by existing customers - conducting structured initial investigations before escalating to Engineering, Professional Services or Product
2. Own data extract, data export, and data migration requests end-to-end across assigned accounts, working with internal technical teams to deliver accurate, timely outputs that meet customer specifications
3. Maintain a structured log of open technical issues per account, tracking status, ownership, and resolution timelines - communicating proactively with customers on progress to prevent escalation and ensuring
4. Average time to initial triage of reported technical issues
5. First-contact resolution rate (issues resolved at TAM level before Engineering/PS escalation)
6. Data request on-time delivery rate
7. Open issue age - average days to resolution per account

Integration, migration and upgrade support:

1. Act as the technical point of contact for integration-related topics across assigned accounts, including PunchOut (cXML/OCI), EDI/XML, REST/SOAP APIs, ERP touchpoints (SAP, Oracle, NetSuite), and catalogue management -guiding customers through configuration, testing, and issue resolution
2. Support migration-related work and remediation activity, working alongside Professional Services and Implementation teams to ensure technical workstreams are scoped correctly, tracked, and delivered on schedule
3. Handle upgrade-related questions and technical blockers, preparing customers for version and environment changes, identifying compatibility risks early, and coordinating the appropriate internal resource to clear blockers before they impact go-live or renewal timelines
4. Integration issue resolution rate and time-to-resolution
5. Migration remediation tasks completed on time and within scope
6. Upgrade blocker clearance rate and escalation rate to Engineering

Customer technical engagement and commercial alignment:

1. Join recurring customer calls as the dedicated technical point of contact, providing confidence, clarity, and forward momentum on open technical workstreams — ensuring customers never feel technically stranded
2. Develop a deep understanding of each assigned customer’s technical environment, integration landscape, ERP configuration, and internal workflows — using this knowledge to anticipate issues before they surface and act as a credible technical advisor
3. Work closely with Account Managers and the Renewals Manager to flag technical issues that create renewal or churn risk, providing clear commercial framing so the wider team can act proactively and protect revenue
4. Customer satisfaction with technical support (CSAT/NPS - touchpoints)
5. % of at-risk technical issues flagged to AM/Renewals >45 days before renewal
6. Recurring customer call attendance rate and post-call action closure rate

Professional Skills / Qualifications / Experience

3+ years in a Technical Account Management, Professional Services, Implementation Consulting, or Solutions Engineering role within a SaaS or enterprise software environment; direct experience working with existing customers on technical workstreams
Hands-on experience with integration technologies relevant to the Proactis platform, including APIs (REST/SOAP), EDI/XML, PunchOut (cXML/OCI), ERP integrations, and catalogue management - able to troubleshoot independently without requiring Engineering involvement for standard queries
Proven experience supporting data migration, data extract/export, or technical remediation projects: comfortable working with structured data, understanding data mapping requirements, and coordinating multi-party technical workstreams to a deadline
Strong technical troubleshooting skills and structured problem-solving approach: able to reproduce and document issues clearly, triage root cause, and identify the correct internal escalation path - reducing escalations for Engineering whilst keeping customers informed
Confident communicating technical topics to non-technical stakeholders: equally comfortable in a customer call, a written technical update, or an internal cross-functional discussion - adapting depth and language to audience without losing accuracy

Behaviours/Core Values

Technically curious and self-directed: proactively builds deep product knowledge, stays current on platform changes and releases, and brings a structured investigative mindset to every issue rather than defaulting to escalation
Customer-confident under pressure: comfortable joining customer calls as the sole technical voice, managing expectations when issues are unresolved, and building credibility quickly with both technical contacts and senior stakeholders
Commercially aware: understands that unresolved technical issues translate directly into churn and renewal risk; proactively bridges the gap between technical and commercial teams rather than treating these as separate concerns
Highly organised and accountable: tracks every open issue with rigour, communicates status updates consistently, and closes the loop on every workstream - customers and colleagues always know where things stand
Collaborative and escalation-savvy: works effectively across Engineering, Support, Professional Services, and Account Management to resolve issues independently escalating as appropriate

Originally posted on Himalayas