Technical Account Manager

Day to day

Key responsibilities

Account Ownership

• Own the relationship for a select number of technical client accounts, ensuring high satisfaction, retention, and growth.
• Build a deep understanding of each client's business objectives and technical environment.
• Act as the client's main point of contact, managing expectations and resolving issues promptly.

Technical Scoping and Specification

• Write specs and acceptance criteria for features across owned accounts.
• Provide top-level scoping for new work, working closely with the development team.
• Act as the bridge between the client and the delivery team, ensuring requirements are clearly understood on both sides.
• Maintain accurate records of requirements, decisions, and agreed scope for each account, ensuring there's a clear reference point if questions arise later.
• Manage change requests where client needs shift after work has been scoped, assessing impact, agreeing revised scope/commercial terms, and keeping documentation up to date.
• Capture and triage incoming feature requests from clients, feeding these into planning.

Sprint and Delivery Involvement

• Attend and contribute to internal sprint planning sessions, ensuring upcoming work reflects agreed scope and priorities.
• Represent the client perspective during planning, flagging anything that needs client input or sign-off before development starts.
• Keep the client informed of overall progress and upcoming work, and liaise with the Project Manager regarding blockers and day-to-day task queries.

Commercial Management

• Work alongside leadership team to scope and negotiate commercial terms for accounts, including SoWs, renewals, and invoicing.
• Identify opportunities to grow existing accounts through additional projects or increased retainers.
• Business development in this role is focused on growth within existing accounts.

Performance and Risk Management

• Monitor account health, identifying risks early and flagging any concerns requiring management attention.
• Report regularly on account performance and progress.

Your experience

Skills + requirements

Essential

• Demonstrable experience managing client accounts with a consultative approach to retention and growth.
• Experience of cross-functional working, preferably with software developers and project managers.
• Strong written and verbal communication, with the ability to translate technical ideas into client-friendly language and vice versa.
• Comfortable working across both relationship management and technical scoping.
• Experience writing technical specs, requirements, or briefs for a development team.
• Strong organisational skills, with the ability to manage multiple accounts and ensure client requests and communications are responded to within agreed SLAs.
• Experience handling change requests or scope changes on live projects.
• Working knowledge of modern javascript frameworks (preferably Next.js/React).
• Proficiency with CRM/project management tools.
• Understanding of the development lifecycle and agile principles.

Desirable

• Skilled in negotiating commercial terms, such as SOWs or contract renewals.
• Experience presenting to or influencing senior client stakeholders.
• Comfortable running or contributing to client discovery and requirements-gathering workshops.
• Experience working across multiple accounts/projects simultaneously.