About the Role
The individual in this role will partner with clients to ensure their technical success, driving product adoption and resolving complex issues across software platforms. This position combines technical expertise with relationship management in a dynamic environment.
Responsibilities
- Act as a primary technical contact for enterprise customers
- Conduct regular health checks on client software environments
- Diagnose and resolve complex technical issues
- Collaborate with engineering teams to escalate and track bugs
- Guide clients through software upgrades and migrations
- Document client configurations and technical environments
- Deliver technical training sessions to customer teams
- Monitor client usage patterns and recommend optimizations
- Serve as a voice of the customer to internal product teams
- Coordinate responses during critical incident escalations
- Maintain up-to-date knowledge of software architecture and features
- Travel to customer locations for on-site support and planning
- Facilitate technical kickoff meetings for new implementations
- Review system performance metrics with client stakeholders
- Assist in post-implementation reviews and feedback collection
- Translate business requirements into technical configurations
- Support integration efforts with third-party systems
- Provide input on product documentation and knowledge base articles
- Advocate for customer needs in roadmap discussions
- Track and report on account health indicators
Nice to Have
- Experience in public safety or government technology sectors
- Familiarity with mobile device management systems
- Knowledge of video data workflows and storage systems
- Certifications in cloud platforms (AWS, Azure, GCP)
- Background in software development or scripting
- Project management experience with technical implementations
- Prior work with evidence management systems
- Understanding of data privacy regulations
- Experience in a technical account management role
- Exposure to DevOps or site reliability engineering practices
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid with required travel
Team
Part of a customer-facing technical team supporting enterprise software clients
What You’ll Do
- Serve as a trusted technical advisor to key clients, ensuring their long-term success with the platform
- Proactively identify risks and opportunities in client environments
- Lead technical discussions during renewal and expansion conversations
- Travel to customer sites for strategic planning and issue resolution
- Bridge communication between customer teams and internal engineering departments
Who You Are
- A technically skilled communicator who thrives in client-facing roles
- Detail-oriented with a passion for solving complex system challenges
- Comfortable navigating ambiguity and shifting priorities
- Driven to deliver exceptional service and measurable outcomes
- A team player who values collaboration across departments
Available for qualified candidates
