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 with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a 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 would do:
- Assist with 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’re not afraid to ask questions and understand the importance of being an informed leader.
- Passionate, eager, and motivated. You’re dedicated to the mission of improving public safety and excited to overachieve on your goals.
- Relationship builder. You understand that big wins take time and you’re willing to put in the work day in and day out to build a relationship with the customer.
- Inspirational, uplifting, enthusiastic. You’re a leader that will motivate your team and others to successfully achieve their goals.
What We Offer
- 28 days holiday plus UK bank holidays
- Private medical, dental, and vision insurance through AXA Health and BUPA, fully paid for you and your dependents
- 18 weeks paid parental leave for primary caregivers plus a ramp-back programme
- Income protection (75% of salary) and death in service cover (4x salary), fully paid
- Pension through Nest with 3% employer contribution
- Gym reimbursement for you and your partner
- Equipment allowance to set up your home office
- AI tooling including Claude Code Enterprise licences
- Spring Health membership with 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
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