Technical Account Manager

Technical Account Managers (Internal Title - Emburse Solution Advisors) are trusted technical advisors to customers, providing ongoing product expertise, configuration support and strategic guidance to help customers maximise the value of their Emburse solutions. Working with a portfolio of customers, the ESA combines deep product knowledge with strong consulting and customer-management skills.

They partner closely with Customer Success, Support, Product and other internal teams to understand customer requirements, recommend best-practice solutions, manage configuration and change requests, resolve complex issues and proactively identify opportunities to improve the customer's use of the Emburse SaaS platform.

The role requires the ability to manage multiple customer priorities while building strong, long- term relationships and providing a consistently high level of service.

What you will Do
Serve as a Trusted Technical Advisor: Manage a dedicated portfolio of ESA clients, maintaining deep knowledge of their technical configurations, business requirements, and long-term platform goals.
Deliver Strategic Product Consulting: Guide clients on product capabilities, configuration options, and best practices to optimize adoption and maximize solution value.
Lead End-to-End Technical Projects: Manage configuration changes and technical requests from initial requirements gathering and solution design through to final delivery.
Configure Platform Solutions: Hands-on configure Emburse products in alignment with agreed client specifications, scope, and service levels.
Manage Workload & Priorities: Oversee multiple concurrent customer projects and technical requests, delivering high-quality results within agreed SLAs.
Maintain Transparent Communication: Provide regular, proactive updates to clients regarding project milestones, progress, timelines, and risk mitigation.
Provide Escalation & Troubleshooting Support: Coordinate across internal teams to troubleshoot and resolve complex technical issues and client escalations.
Partner Cross-Functionally: Collaborate closely with Customer Success Managers and internal stakeholders to drive account health, retention, and overall client success.
Act as an Internal SME: Serve as a technical product knowledge resource for colleagues, contributing to training, testing, and team knowledge sharing.
Drive Process Improvement: Contribute to the continuous optimization of ESA workflows, technical documentation, and delivery standards.
Maintain Continuous Technical Mastery: Proactively expand platform and product expertise through ongoing testing, research, and collaboration with internal subject matter experts.

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