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About the Role

The Technical Account Manager is responsible for the retention, service experience, and technical health of a named portfolio of high-touch accounts within the North America SaaS and support base, from go-live acceptance through renewal. This role owns the customer relationship between delivery completion and contract renewal, measured by renewal outcomes, account health, and prevention of service-affecting incidents. The Technical Account Manager acts as the single point of entry for account-level escalations, maintaining the technical account plan, fostering product adoption, performing first-line triage, and enforcing first-tier support obligations.

Responsibilities

Hold named ownership of an assigned high-touch account portfolio and be accountable for the renewal outcome and reported health status of each.
Receive formal go-live handover from Project Delivery, verify completeness, and activate the care phase for the account.
Create and maintain technical account plans and records for each named account covering solution architecture, integration dependencies, open risk, subscription detail, and renewal date.
Serve as the single escalation front door for account-level issues; determine severity, perform first-line triage, and route to the accountable resolving function.
Establish and report account health status, including churn-risk signals, to Sales on a quarterly cadence.
Foster product adoption and engagement.
Attend customer sites in person at integration failures and comparable service events where physical presence materially affects resolution or customer confidence.
Enforce first-tier support obligations at the partner tier, escalating non-performance rather than absorbing partner workload.
Reduce renewal cycle time against the established baseline by identifying and clearing technical obstacles to renewal ahead of the contract anniversary.
Identify expansion and upsell signals within the assigned portfolio and refer them to Sales for qualification and pursuit.
Provide account context and customer communication during major incidents, and coordinate with Service Management on systemic or multi-account impact.
Contribute to the definition and ongoing operation of the function's interfaces with Sales, Project Delivery, and partners, including handover content standards and escalation routing.
Maintain account records, contacts, subscription data, and issue history transparently in the designated system of record.
Support the establishment of the function's measurement baseline - renewal cycle time, account health, incident volume and cost, and handover compliance - and operate against it once it is in service.
Escalate at-risk accounts to the Customer Lifecycle Management Lead with a documented recovery plan and defined checkpoints.
Perform other related duties as assigned.

Requirements

Bachelor's degree in engineering, computer science, information systems, or a closely related field, or equivalent demonstrated experience.
5+ years in technical account management, service management, solution architecture, systems engineering, or comparable customer-facing technical delivery.
Demonstrated ownership of named customer accounts, including accountability for retention, renewal, or service outcomes.
Experience supporting SaaS or hosted solutions integrated with customer IT environments.
Working knowledge of IP networking fundamentals, communication protocols, and system interfaces.
Demonstrated experience in escalation management, root-cause investigation, and corrective action follow-through.
Experience working with public-sector or government agency customers, including their procurement and governance processes.
Ability to communicate technical concepts clearly to both technical and non-technical audiences.
Ability to collaborate effectively with multidisciplinary teams and to achieve outcomes without direct authority.
Strong organizational skills with the ability to reliably and self-driven manage a portfolio of concurrent account commitments.
Willingness and ability to travel to customer and field sites as required.
Valid driver's license.

Skills

Customer Centricity
Technical Account Competence
Accountability for Results
Escalation Judgment
Public-Sector Stakeholder Fluency
Commercial Lifecycle Awareness
Partner Orchestration
Analytical Thinking
Communication Skills
Adaptability
HubSpot
Jira
Microsoft Office
Microsoft Teams
Confluence
Remote access
Log review
Monitoring interfaces

Location

North America

Work Type

Onsite
Travel

Experience Level

5+ years

Education Level

Bachelor's degree

Benefits

Competitive compensation
Excellent health, vision, and dental plans
Life Insurance and Disability coverage
Competitive 401k plan with Employer matching
Educational assistance
Career development and Product Training

About the Company

We are a global leader in intelligent transport systems with more than 3,500 passionate employees who pioneer, develop, create, install and maintain innovative road traffic and mobility solutions all over the world.
We make our roads smarter, safer and greener. The work we do enables cities, highways authorities and infrastructure operators to create a new world of mobility and makes cities more livable for everyone.
Our solutions range from traffic lights, tolling solutions and tunnel management to software, AI applications and the intelligent networking of all road users.
Become a Traffic Transformer and help us to continue transforming towns and cities all over the world.
At Yunex Traffic, the uniqueness of our people is our strength. Our people are at the heart of what we do and every voice, perspective and contribution is valued. The future of mobility needs people who think down different tracks, and we empower our people to transform cities all over the world. Join us and make a difference too.

Equal Opportunity

Yunex Traffic is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.