Technical Account Manager

Mark43; Manchester (NH); On-site; USD 79,000 - 119,000; Full time

Benefits offered by this job

28 days holiday

Private medical, dental, and vision

Pension

Gym reimbursement

Equipment allowance

AI tooling

Spring Health

Company performance-based bonus

Paid sabbatical

Job summary

Mark43 is seeking an experienced Technical Account Manager to drive customer success for our UK accounts. You will develop and scale the account management program, ensuring health and satisfaction through flexible solutions.

You will collaborate with Services, Customer Experience, and Sales teams to support a customer-first approach, manage complex government-sector accounts, and build long-term partnerships.

Qualifications

• 5+ years in a technical account management role at an enterprise software company.
• Experience managing complex accounts, especially within government sectors.
• Ability to explain technical concepts to non-technical audiences.
• Strong communication, analytical, and problem-solving skills.
• Willingness to work on-site in Manchester up to 5 days a week.

Responsibilities

• Assist with implementation and troubleshooting of technical services for UK public safety agencies.
• Analyze customers' technical landscapes to recommend services like interfaces and migrations.
• Advocate for customers and coordinate with Services, Customer Experience, Product, and Engineering.
• Provide technical and product expertise to support sales and align on timelines.
• Analyze needs and feedback to developers for continuous improvement.
• Track account metrics and product performance to support sales goals and satisfaction.
• Guide stakeholders through requirements gathering, solutioning, documentation, configuration, and UAT.
• Coordinate with Delivery on timelines and payment milestones.

Skills

Technical Account Management

Pre- and post-sales support

Technical product training

Communication skills

Analytical problem-solving

On-site in Manchester

Job description

Applicants must be authorized to work for any employer in the country in which the role is being hired. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Mark43’s mission is to empower communities and their governments withnew technologiesthat improve the safety and quality of life for all. We build powerful, scalable, and elegant software thatsetsa new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.

We’re seeking an experienced Technical Account Manager to drive customer success and engagement for our growing list of UK accounts. In this role, you will be responsible for developing and scaling our account management program, ensuring the health and satisfaction of customers through creative, flexible solutions. With at least 5 years in a technical account management role at an enterprise software company, the ideal candidate brings expertise in managing complex accounts, particularly within government sectors. You will collaborate with our Services, Customer Experience, and Sales teams to support a customer-first approach that builds trust and long-term partnership.

What You’ll Do

If you were part of our team, here are some things you woulddo:

• Assistwith the implementation and troubleshooting of technical services for public safety agencies in the UK.
• Analyze customers’ technical landscapes, processes, and policies to recommend services such as interfaces, migrations, and analytics
• Act as a customer advocate, addressing pain points, and collaborating with the Services teams, Customer Experience, Product, and Engineering teams to drive resolution and improvement.
• Deliver technical and product expertise to support sales, build relationships, and align on customer implementation timelines.
• Analyze customer needs, recommend enhancements, and communicate feedback to developers for continuous improvement.
• Track and report on account metrics and product performance to support sales goals and customer satisfaction.
• Guide key stakeholders through different stages of technical implementation, including requirements gathering, solutioning, documentation, configuration and mapping, and user acceptance testing
• Align with Delivery teams on customer implementation timelines and payment milestones.

What You’ll Need

• Proven experience as a Technical Account Manager with strong technical support skills across pre- and post-sales.
• Ability to address product queries promptly and train customers for effective product use.
• Technical expertise in digital technologies, SaaS, and front-end development, with an ability to explain complex concepts to non-technical audiences.
• Skilled in identifying cost-effective solutions and addressing customer needs with strategic recommendations.
• Excellent communication, analytical, and problem-solving skills.
• Ability to work from our customer site in Manchester up to 5 days a week.

People who thrive on our team also tend to share the following characteristics:

• Humble, open, and curious.You’renot afraid to ask questions and understand the importance of being an informed leader.
• Passionate, eager, and motivated. You’rededicated to the mission of improving public safety and excited tooverachieveonyourgoals.
• Relationship builder. You understand that big wins taketimeandyou’rewilling to put in thework dayin and day out to build a relationship with the customer.
• Inspirational, uplifting, enthusiastic. You’rea leader that will motivate your team and others to successfully achieve their goals.

What We Offer

• 28 daysholidayplus UK bank holidays
• Private medical, dental, and vision insurancethrough AXA Health and BUPA, fully paid for you and your dependents
• 18 weeks paid parental leave for primary caregiversplus a ramp-backprogramme
• Income protection(75% of salary) anddeath in servicecover (4x salary), fully paid
• Pensionthrough Nest with 3% employer contribution
• Gym reimbursementfor you and your partner
• Equipment allowanceto set up your home office
• AI toolingincluding Claude Code Enterprise licences
• Spring Health membershipwith therapy sessions and mental wellness tools, fully covered
• Company performance-based bonus
• Paid sabbatical of one month at your five-year anniversary
• Biannual hackathons, learning budget, and a team that genuinely invests in your growth

What We Value

• Humility.You know the best ideas win, no matter where they come from. You ask questions before makingassumptionsandyou'reas happy being wrong as being right, because either way, the teamgets toa better answer.
• Inclusivity. You respectexpertisein all its forms and actively seek out perspectives different from your own. You make space for others and assume good intent.
• Excellence.You care deeply about technical quality in the systems you build, the designs you review, and the decisions you make. You set a high bar, lead by example, and help engineers develop the judgement to meet it independently.
• Diligence.You take ownership, mind the details, and understand that the software this team buildsisused in moments that genuinely matter. You stay close to the technical details, surface risks early, and make sure the team delivers responsibly without cutting corners.

Applicants must beauthorisedto work in the UK. We are unable to sponsor or take over sponsorship of an employment visaat this time.

This role may require you to complete Non-Police Personnel Vetting (NPPV) security clearance up to level 3.

Mark43 is approved to hire in Canada, the UK, and 36 U.S. states, including Alabama, Arizona, California (excluding San Francisco), Colorado, Connecticut, Washington D.C., Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, North Carolina, Nebraska, New Hampshire, New Jersey, New Mexico, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, and West Virginia. Before applying to a remote role, please ensure that you are able to perform the position in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift. Our Privacy Notice describes how Mark43 uses and protects the personal information of prospective employees during the recruitment process. It informs you about our handling of the personal information you provide to us when you apply for a position in our organization and in general when you express your interest in joining our team. As a part of Mark43's security measures all employees must: Engage in appropriate use of the company's electronic information resources; Become knowledgeable about and follow relevant security policies and guidelines; Protect the resources under their control, such as passwords, computers, and data that they create, receive, or download; and Promptly report security-related incidents and violations, and responding to official reports of security incidents involving their systems or accounts. Mark43 is committed to the full inclusion of all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please email [e-mail] requesting the accommodation.