[Hiring] Principal Technical Account Manager @HS GovTech

Role Description

The Principal Technical Account Manager (TAM) serves as the senior advisor and strategic partner for the company’s most critical customers. This role blends deep technical and product expertise with strong business acumen to ensure customers achieve maximum value from the HS GovTech SaaS platform.

• Own the technical relationship for top-tier accounts, aligning platform capabilities with customer business objectives, operational needs, and long-term roadmaps.
• Provide expert guidance on business workflows, system architecture, integrations, scalability, and operational best practices to ensure customers deploy and operate the platform effectively.
• Develop and execute proactive customer success plans, including adoption strategies, risk assessments, and measurable KPIs tied to customer outcomes and business value.
• Lead high-severity escalations, coordinating cross-functional teams to drive timely resolution, maintain customer confidence, and prevent recurring issues.
• Represent customer needs internally, translating feedback, usage patterns, and recurring challenges into actionable insights that inform product roadmap priorities.
• Lead executive business reviews, communicate platform value and ROI, and maintain trusted relationships with senior customer stakeholders.
• Develop reusable frameworks, playbooks, and best practices that strengthen the TAM function, improve consistency, and support the development of junior team members.
• Partner with Sales, Product, Engineering, and Support to deliver a unified, high-quality customer experience and ensure alignment on customer priorities.
• Proactively identify risks related to adoption, technical performance, customer satisfaction, and account health, developing mitigation plans before issues escalate.
• Build a deep understanding of customer goals, challenges, and operational environments to advocate for solutions that balance customer needs with product strategy and business priorities.
• Continuously evaluate and improve customer engagement processes, technical account management practices, and internal workflows to increase efficiency and consistency.
• Identify recurring customer challenges and opportunities to improve onboarding, adoption, platform utilization, and overall customer satisfaction.
• Use customer feedback, platform usage trends, account health indicators, escalation patterns, and performance metrics to identify improvement opportunities and measure impact.
• Document and share technical guidance, troubleshooting approaches, implementation insights, and customer success strategies to build organizational knowledge and reduce repetitive work.
• Develop and refine playbooks, templates, and repeatable approaches that can be adopted across the TAM team and broader customer organization.
• Establish effective feedback mechanisms between customers and internal teams to identify systemic issues, improve product functionality, and support continuous platform evolution.
• Share expertise, mentor TAM team members, and contribute to a culture of accountability, learning, and continuous improvement.

Qualifications

• 7+ years of experience in technical account management, customer success, solutions consulting, implementation, or a related customer-facing technical role within a B2B SaaS environment.
• Demonstrated experience managing complex, high-value customer relationships and serving as a trusted advisor to senior technical and business stakeholders.
• Strong understanding of SaaS platforms, system architecture, APIs, integrations, data flows, and technical troubleshooting.
• Proven ability to understand complex business processes and translate customer requirements into practical technical and operational solutions.
• Experience leading high-priority customer escalations, coordinating cross-functional teams, and driving issues through to resolution.
• Demonstrated ability to develop customer success plans, assess account health, identify risks, and establish measurable outcomes.
• Strong analytical and problem-solving skills, with the ability to use data and customer insights to inform recommendations and decisions.
• Excellent communication, presentation, and relationship-building skills, including the ability to explain complex technical concepts to non-technical audiences.
• Proven ability to influence without direct authority and collaborate effectively across Product, Engineering, Sales, Support, and leadership teams.
• Experience developing documentation, processes, playbooks, or other resources that improve team effectiveness and customer outcomes.
• Strong organizational and project management skills, with the ability to prioritize multiple complex customer engagements.

Preferred Qualifications

• Experience supporting government agencies, municipalities, public-sector organizations, or other highly regulated industries.
• Familiarity with permitting, licensing, inspections, compliance, enforcement, or public health workflows.
• Experience with configurable enterprise SaaS platforms and complex customer environments involving multiple integrations and stakeholders.
• Experience supporting enterprise customers through platform implementations, process transformation, or large-scale adoption initiatives.
• Familiarity with customer health scoring, product adoption analytics, retention metrics, renewal risk, and customer value measurement.
• Experience facilitating executive business reviews and communicating business value, ROI, and strategic recommendations to senior leaders.
• Experience mentoring technical account managers or contributing to the development of a customer success or technical account management function.
• Familiarity with Agile product development, product feedback processes, and cross-functional roadmap prioritization.
• Experience using CRM, customer success, ticketing, and project management platforms to manage customer relationships and account activities.

Core Competencies

• Strategic Thinking: Connects technical capabilities and customer needs to broader business objectives, long-term account strategy, and measurable outcomes.
• Technical Acumen: Understands complex SaaS environments, integrations, architecture, and workflows well enough to guide customers and coordinate effective solutions.
• Customer Advocacy: Builds trust by understanding customer priorities, anticipating needs, and advocating for solutions that deliver meaningful value.
• Executive Presence & Communication: Communicates with clarity and credibility, adapts messaging to different audiences, and confidently facilitates complex customer discussions.
• Problem-Solving & Critical Thinking: Breaks down complex problems, identifies root causes, evaluates options, and drives practical, sustainable resolutions.
• Ownership & Accountability: Takes responsibility for customer outcomes, follows through on commitments, and proactively addresses risks and obstacles.
• Cross-Functional Influence: Builds alignment across teams, navigates competing priorities, and drives progress without relying on direct authority.
• Continuous Improvement: Challenges existing processes, identifies opportunities for greater efficiency and effectiveness, and implements scalable improvements.
• Data-Driven Decision-Making: Uses evidence, performance indicators, and customer insights to prioritize actions and evaluate success.
• Mentorship & Knowledge Sharing: Elevates team capability by sharing expertise, developing repeatable practices, and supporting the growth of others.