Technical Account Manager

Jobtailor

Greater London

On-site

GBP 60,000 - 90,000

Full time

3 days ago

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Job summary

Jobtailor seeks a Senior Technical Account Manager to own a focused portfolio of restaurant clients, ensuring health, retention, and growth. You will be the technical bridge across Success, Support, and Product, using Salesforce and Looker data to diagnose issues and shape account plans.

Ideal candidates demonstrate SaaS experience in hospitality tech, strong troubleshooting, and a consultative approach to complex escalations, driving value and renewal opportunities.

Qualifications

Experience in technical account management, Strategic Account Management, Customer Success, Support, implementation, or a similar customer-facing role.
Strong technical troubleshooting instincts and ability to investigate likely root causes before escalating.
Understanding of retention, churn prevention, upsell, product adoption, and account growth.
Ability to manage a portfolio of accounts while resolving urgent or complex technical customer issues.
Ability to translate technical detail into customer impact, commercial risk, and internal context.
Strong organisation, documentation, and follow-through.

Responsibilities

Own a focused portfolio of restaurant clients and manage account health, satisfaction, retention, and commercial growth
Build trusted relationships with key stakeholders
Grow account value through consultative conversations and identify subscription revenue, net fee, product adoption, and product-feature opportunities
Monitor customer health, usage, order performance, adoption, and engagement signals
Identify and act on churn risks and optimise customers’ online ordering, app/web, loyalty, and retention setup
Own the Success escalation pipeline into Support and Product
Investigate issues, provide customer and commercial context, and ensure urgent or complex cases are triaged, prioritised, tracked, and resolved
Act as the technical bridge for the Strategic Account Management team
Turn recurring customer pain points into structured feedback, trend reporting, and actionable Product or Support themes
Use Salesforce, Looker, Flipdish Portal dashboards, customer health scores, QBRs, and account-performance data to diagnose problems, develop account plans, identify growth opportunities, and report on churn risk, escalation volume, themes, and resolution times
Build product, tool, customer-challenge, and Success-process knowledge
Improve escalation quality, visibility, prioritisation, and communication across Success, Support, and Product
Constructively challenge poor decisions and propose better ways of working

Skills

Technical Account Management

Customer Success

Data Analysis

Salesforce Proficiency

Churn Prevention

Tools

Salesforce

Looker

Customer-Health Tooling

Flipdish Portal

Analytics Platforms

Job description

Own a focused portfolio of restaurant clients and manage account health, satisfaction, retention, and commercial growth
Build trusted relationships with key stakeholders
Grow account value through consultative conversations and identify subscription revenue, net fee, product adoption, and product-feature opportunities
Monitor customer health, usage, order performance, adoption, and engagement signals
Identify and act on churn risks and optimise customers’ online ordering, app/web, loyalty, and retention setup
Own the Success escalation pipeline into Support and Product
Investigate issues, provide customer and commercial context, and ensure urgent or complex cases are triaged, prioritised, tracked, and resolved
Act as the technical bridge for the Strategic Account Management team
Turn recurring customer pain points into structured feedback, trend reporting, and actionable Product or Support themes
Use Salesforce, Looker, Flipdish Portal dashboards, customer health scores, QBRs, and account-performance data to diagnose problems, develop account plans, identify growth opportunities, and report on churn risk, escalation volume, themes, and resolution times
Build product, tool, customer-challenge, and Success-process knowledge
Improve escalation quality, visibility, prioritisation, and communication across Success, Support, and Product
Constructively challenge poor decisions and propose better ways of working

Requirements

Experience in technical account management, Strategic Account Management, Customer Success, Support, implementation, or a similar customer-facing role
Strong technical troubleshooting instincts and ability to investigate likely root causes before escalating
Understanding of retention, churn prevention, upsell, product adoption, and account growth
Ability to manage a portfolio of accounts while resolving urgent or complex technical customer issues
Ability to translate technical detail into customer impact, commercial risk, and internal context
Strong organisation, documentation, and follow-through
Confident use of data to understand customer health, diagnose problems, prioritise action, and make evidence-based recommendations
Ability to work across Support, Product, Sales, Activations, and Success
Ability to stay calm under pressure and take a consultative, solution-focused approach
Curiosity, willingness to learn, and ability to constructively challenge unclear thinking or ineffective processes
Experience in restaurant, hospitality, e-commerce, payments, or hospitality technology would help you stand out
Familiarity with Salesforce, Looker, customer-health tooling, or similar analytics and CRM platforms would help you stand out
Experience supporting SaaS implementations, integrations, product troubleshooting, or structured technical escalations would help you stand out

Core Competencies

Demonstrates expertise in Technical Account Management and Customer Success, focusing on account health, retention, and growth through data-driven insights and consultative approaches. Proficient in managing complex customer issues while fostering strong relationships across cross-functional teams.

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