Technical Account Manager

Our client is looking for a Technical Account Manager to act as a technical specialist supporting its commercial organisation, working closely with Sales, Pre-Sales, Customer Success and Technical Support teams.

The role combines technical consultation, product demonstrations, customer onboarding, troubleshooting and solution validation. The successful candidate will help prospective and existing customers understand device management solutions, assess technical compatibility and ensure the platform meets their business and operational requirements.

Unlike a traditional Pre-Sales Engineer role, this position will have a stronger focus on hands-on technical support, issue investigation, product configuration and ongoing customer engagement, while remaining closely aligned with commercial objectives.

Key responsibilities:

1. Commercial and pre-sales technical support

• Partner with Account Executives and Sales teams to understand customer requirements and recommend suitable technical solutions.

• Deliver product demonstrations and technical presentations to prospective customers.

• Explain software capabilities, device functionality, integrations and technical specifications.

• Support proof-of-concept activities, product evaluations and technical validation.

• Respond to technical questionnaires, customer queries, RFIs and RFPs.

• Identify technical gaps and work with Product and Engineering teams to assess feasibility.

• Help communicate the technical value and competitive advantages of the platform.

2. Device management and technical support

• Provide technical guidance on device configuration, connectivity, compatibility and software functionality.

• Investigate issues involving devices, firmware, data transmission, integrations and platform performance.

• Troubleshoot customer issues and coordinate with internal teams on complex escalations.

• Support device setup, deployment planning, testing and validation.

• Identify recurring issues and recommend improvements or corrective actions.

• Explain technical issues and practical solutions clearly to customers and internal teams.

3. Customer engagement and implementation

• Act as a technical point of contact during customer onboarding, deployment and initial adoption.

• Gather customer requirements and translate them into practical technical solutions.

• Support configuration, integration and implementation activities.

• Work with Customer Success and Technical Support to ensure a smooth transition from sales to ongoing service.

• Provide technical training and guidance where required.

• Maintain strong customer relationships through proactive communication and effective issue resolution.

4. Cross-functional collaboration

• Work closely with Sales, Pre-Sales, Product, Engineering and Customer Support teams.

• Share feedback on product functionality, customer requirements and competitive positioning.

• Escalate product issues and technical limitations with clear supporting information.

• Contribute to internal documentation, troubleshooting guides and sales materials.

• Share customer insights to improve product development and adoption.

5. Required skills and experience

• Experience in technical support, solutions engineering, technical account management or a customer-facing software role.

• Good understanding of software platforms, device management, connected devices and technical troubleshooting.

• Ability to explain technical concepts to both technical and non-technical audiences.

• Experience delivering product demonstrations, customer evaluations or proof-of-concept projects.

• Familiarity with APIs, integrations, device configuration, firmware and connectivity troubleshooting.

• Strong customer relationship management and stakeholder coordination skills.

• Ability to balance technical problem-solving with commercial priorities.

• Proactive, customer-focused approach with the ability to work across multiple teams.

Key performance indicators:

• Quality and responsiveness of technical support provided to commercial teams.

• Successful delivery of product demonstrations and customer evaluations.

• Customer satisfaction and effective resolution of technical queries.

• Contribution to sales opportunities through technical validation and solution design.

• Effective management of customer issues and escalations.

• Smooth handover from Sales to Implementation and Customer Success.

• Quality of technical documentation and feedback shared with Product and Engineering.