Technical Account Manager

Our Culture

Quantum Metric is committed to happy people and a diverse, inclusive culture. We empower our people with coaching and training programs for career acceleration in any direction. As a remote-first company, we foster an engaged, fun work environment with regular company events, seasonal challenges, and local outings, alongside Employee Resource Groups supporting various backgrounds.

About The Role

The Technical Account Manager is a trusted, customer-facing partner who bridges business objectives and technical delivery. This role coordinates enterprise/strategic client needs with internal teams such as Account Management, Customer Success, Support, Engineering, and Product. You will provide structure, proactive communication, and oversight to drive success across complex engagements.

Responsibilities

• Partner with internal teams to deliver a unified customer experience.
• Build and maintain strong relationships with customer and internal stakeholders.
• Coordinate technical engagements and align priorities, progress, and deliverables.
• Translate customer goals into actionable plans for immediate solutions and long-term stability.
• Anticipate risks, develop mitigation plans, and drive proactive communication.
• Oversee technical work-streams ensuring resource engagement and milestone tracking.
• Collaborate with Customer Success and Business Consultants to connect technical solutions to business impact.
• Monitor and resolve support tickets while documenting progress.
• Escalate critical issues with clear business context to Product and Engineering.
• Represent the voice of the customer to inform internal decision-making.

Requirements

• 4+ years experience in Technical Account Management, Customer Success, or Program Management in SaaS or enterprise tech.
• Basic understanding of HTML/CSS and analytics tagging.
• Strong business and technical acumen with ability to translate platform capabilities to customer value.
• Exceptional communication and executive presence to engage senior leaders and operational teams.
• Proven ability to build rapport, prioritize, and resolve issues proactively.
• Experience with tools such as JIRA, Salesforce, Confluence, and Slack.
• Self-starter mindset with accountability, curiosity, and a drive for continuous improvement.
• Travel requirement: 20%.

Culture Fit & Perks

You are the calm in the storm, thriving in complexity and effectively communicating at all levels. You will join a team with outstanding support, ample benefits including comprehensive health insurance, retirement matching, unlimited paid time off, and many other perks such as a flexible work environment and professional development resources.

About Quantum Metric

Quantum Metric is a leader in digital analytics, helping organizations optimize digital journeys with deep customer insights. With a broad portfolio spanning ecommerce, retail, travel, finance, and telecommunications, Quantum Metric serves some of the world’s most renowned brands. Recognized by Inc 5000, Deloitte 500, Glassdoor, BuiltIn, Fast Company, and Forbes, the company is focused on both customer success and employee growth.

Key skills/competency

• Technical Account Management
• Customer Success
• Enterprise Engagement
• Communication
• Strategic Planning
• Risk Management
• HTML/CSS
• JIRA
• Salesforce
• Digital Analytics