Note: The job is a remote job and is open to candidates in USA. Clariti is on a mission to empower governments to deliver exceptional citizen experiences. The Technical Account Manager will serve as the dedicated technical lead for customers with Premium Support, ensuring high-quality support, proactive guidance, and structured service delivery aligned with the product roadmap.
Responsibilities
- Hold overall accountability for Support outcomes across your accounts, partnering closely with the Support team that owns day-to-day ticket execution
- Own escalations, stepping in when issues require senior technical judgment, broader coordination, or a stronger customer-facing presence to drive resolution
- Serve as the accountable owner for customer-facing communication on escalated or high-impact issues, ensuring customers receive timely updates, clear expectations, and proper closure
- Maintain visibility across the support queue and hold internal teams (Support, Engineering, Services) accountable to progress, intervening and coordinating when issues stall or risk breaching commitments
- Establish and run recurring cadences with customer technical stakeholders (e.g., weekly or monthly support reviews, services checkpoints), and own the agenda, communication, and follow-up for each
- Facilitate structured internal sessions across Engineering, Product, Support, and Services to maintain alignment and momentum on customer commitments
- Track and communicate action items, risks, and progress across all technical workstreams, ensuring nothing falls through the cracks on either side
- Own the technical communication channel between customers and internal teams: translating customer needs into clear internal requests, and translating internal updates into customer-ready communication
- Keep customers informed proactively, not just when issues arise, but ahead of changes, releases, and risks that may affect them
- Escalate effectively, providing internal stakeholders with clear context, business impact, and urgency; and keeping customers appropriately informed throughout escalations
- Represent the customer perspective in internal technical discussions to ensure solutions reflect real-world usage
- Communicate upcoming releases, roadmap changes, and relevant product updates to customers before they become surprises
- Provide technical impact assessments for releases and lead adoption planning conversations with customer technical teams
- Identify support trends, latent risks, or engagement gaps and get ahead of them, both by alerting customers and by initiating internal action
- Maintain clear documentation of support history, technical objectives, and engagement plans
- Maintain clear documentation of support history, open issues, technical objectives, and engagement plans; shared across the CSM, Support, Engineering, Product, and Services teams
- Provide accurate, consistent reporting on support health, SLA performance, and service consumption to both customers and internal leadership
- Ensure all cross-functional stakeholders maintain shared, current visibility into account status
Skills
- Strong technical fluency, with the ability to troubleshoot directly or effectively coordinate troubleshooting across teams
- Excellent communicator, clear and confident with both technical and non-technical stakeholders, in written and verbal formats
- Skilled at owning communication under pressure: keeping customers informed during escalations without over-promising, and keeping internal teams focused without losing the customer perspective
- Strong program management skills: able to run cadences, track commitments, and drive accountability across multiple workstreams
- Highly organized, with the ability to manage multiple accounts, priorities, and timelines simultaneously
- 5–7+ years in Technical Account Management, Support Engineering, Implementation, Solutions Engineering, or a similar customer-facing technical role
- 3+ years of experience supporting an Enterprise SaaS platform with complex, highly configured customer environments
- Experience owning customer communication in enterprise support or services engagements, including escalation management, status reporting, and executive-level updates
- Background with support tooling (ticketing systems, SLAs, incident management)
- Familiarity with SaaS environments and release/change management best practices
- Background in government technology, permitting, or public sector SaaS
- Hands-on Salesforce experience, especially in an OEM, ISV, or Service Cloud support setting — Clariti's Enterprise product is built natively on the Salesforce platform
Benefits
- Well deserved time off and benefits to keep you and your family healthy!
- Background checks - Because our customers trust us with sensitive information, we require all successful candidates to undergo comprehensive background checks before joining our team.
- Occasional travel for in-person company-wide or departmental meetings, typically 1-2 times per year.
Company Overview