[Hiring] Technical Account Manager @Kion

Role Description

As a Technical Account Manager at Kion, you are the primary technical advisor and technical relationship owner for a dedicated portfolio of customers, partnering with the CSM and the AE. Your north star is Kion's core value: Turning Customers into Fans.

You will run structured, tiered engagement cadences, serve as the connective tissue between customers and Kion's Engineering, Product, and Support teams, and own the technical side of the customer lifecycle from onboarding through renewal. Your customers will span enterprise commercial accounts and government/defense accounts.

Success looks like customers who renew, expand, and advocate for Kion because they trust your technical guidance and feel that you genuinely own their outcomes.

You’ll also be joining at an exciting moment: the broader Customer Success team is refining how it works, so you can expect aspects of this role to keep evolving as those improvements take shape.

Your Day-to-Day:

• Own a named portfolio of 8–10 strategic (Tier 1–2) accounts plus a pooled set of ~8 mid-tier accounts (≈15–18 total).
• Lead onboarding for new accounts in your book to a 90-day time-to-value standard.
• Run tiered customer syncs: monthly technical check-ins with strategic accounts, 6–8 week check-ins with named growth accounts, and quarterly proactive outreach to the pooled book.
• Advise customers on platform upgrades: timing, release notes highlights, known issues, and coordinating phased rollouts.
• Troubleshoot and own customer platform issues end-to-end.
• Guide customers on cloud governance and FinOps best practices.
• Drive adoption of new platform features and capabilities.
• Maintain accurate, current account health tracking in CRM.
• Host the weekly customer office-hours rotation; answer customer questions within one business day (strategic accounts) or two (pooled book).
• Co-present quarterly business reviews for strategic accounts with the CSM.
• Serve as the bridge between customers and Kion's Support team.
• Represent customer bug reports and feature requests in internal cross-functional reviews.
• Attend and contribute to internal rhythms.
• Partner with Account Executives on renewal cycles, expansion opportunities, and Professional Service SOWs.
• Contribute to the Kion Success Center knowledge base.
• Engage customers in the Kion community Slack (Cloudunity).

How You'll Be Measured:

• Time-to-value: new accounts reach first measurable value inside 90 days.
• Technical health score of your book, and health-trigger response time.
• On-time delivery of prescribed touchpoints.
• Critical-issue resolution time and escalation quality.
• Renewal outcomes on your book, in partnership with the AE.

Qualifications

• 4–8 years in technical consulting, solutions engineering, implementation, or professional services.
• Relationship-first mindset: build genuine trust through consistent follow-through.
• Technical fluency in cloud infrastructure: AWS, Azure, GCP, IAM, multi-account governance.
• Exceptional written and verbal communication skills.
• Strong organizational skills; manage a complex, multi-account book.
• Comfort with change; stay effective while team processes are refined.
• Ability to interpret platform data and metrics.
• Experience navigating government customer environments.
• Bachelor's degree in a relevant field or equivalent practical experience.

Wish List (Nice-to-Haves):

• Experience with cloud governance, FinOps, or cost management platforms.
• Familiarity with compliance standards: NIST 800-53, CIS Benchmarks, FedRAMP.
• Familiarity with infrastructure-as-code tools (Terraform, CloudFormation).
• Experience with customer success platforms or support ticketing systems.
• Experience using or demonstrating AI-assisted tooling in a customer-facing context.

Benefits

• 100% remote work schedule (US only).
• Excellent compensation and outstanding benefits, including medical, dental, and vision.
• 3% of direct compensation contribution to your 401(k).
• Unlimited PTO to allow staff to spend time with friends and family.
• Regular virtual engagements to better connect with co-workers.
• A small-team collaborative environment that fosters communication and innovation.