Role: Customer Success / Technical Account Manager
Location: Philadelphia, PA (Onsite 2–3 days per week)
Role Overview
We are seeking a Customer Success / Technical Account Manager to support a key strategic client in the food service, hospitality, and facilities management sector.
This role will act as a bridge between the client and our technical teams, combining customer success, solution development, and business engagement to drive long-term value and operational success.
The ideal candidate will have a strong technical foundation in IT services—particularly in AI/ML, Data Engineering, Software Engineering, and Cloud technologies—and the ability to understand client challenges and collaborate with internal teams to deliver effective technology-driven solutions.
Candidates who have prior Technical Account Management, Customer Success, or Client Engagement experience are preferred, however strong technical professionals who are interested in transitioning into a client-facing/account management role are also encouraged to apply.
This position requires close collaboration with offshore technical teams and regular onsite engagement with the client to strengthen relationships, identify opportunities, ensure account health, and support solution delivery.
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Key Responsibilities
• Serve as the primary point of contact for client stakeholders, ensuring smooth communication between the client and internal teams.
• Build and maintain strong, trust-based relationships with client decision-makers to understand their strategic goals and operational challenges.
• Participate in and support client discovery sessions to identify business needs, pain points, and opportunities for technology-enabled solutions.
• Collaborate with solution architects, engineers, and technical specialists to design high-level solution approaches aligned with client requirements.
• Translate client business requirements into technical solution concepts and coordinate with delivery teams to assess feasibility and execution.
• Maintain regular onsite presence to participate in client meetings, business reviews, and strategic discussions.
• Act as the voice of the customer, sharing insights with internal teams to improve services, solutions, and delivery outcomes.
• Support the development of proposals, Statements of Work (SOWs), pricing models, and pipeline updates in collaboration with sales and delivery teams.
• Monitor account performance, customer satisfaction, and solution adoption, proactively identifying and addressing potential risks.
• Identify cross-sell and upsell opportunities by aligning additional IT services such as analytics, automation, predictive insights, and digital transformation with client needs.
• Provide strategic guidance on leveraging technology to improve operational efficiency, sustainability, cost optimization, and customer experience.
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Qualifications
• Bachelor’s degree in Business, Computer Science, Information Technology, or a related field; advanced degree is a plus.
• 6+ years of experience in IT services, software development, data engineering, cloud technologies, or related technical roles.
• Candidates with experience in Customer Success, Account Management, Technical Account Management, or Pre-Sales roles are preferred but not mandatory.
• Strong technical understanding of AI/ML, Data Engineering, Software Engineering, and Cloud technologies.
• Ability to understand business challenges and translate them into technology solution approaches.
• Strong communication, stakeholder engagement, and presentation skills, with the ability to interact with both technical and business audiences.
• Interest and ability to work in a client-facing role and develop account management capabilities.
• Familiarity with digital transformation initiatives, Agile methodologies, and service delivery models is an advantage.
• Experience supporting proposals, SOW development, or solution discussions will be beneficial.
• Strong analytical thinking, business acumen, and customer-centric mindset.
• Enthusiasm to learn emerging technologies and develop consulting/client engagement skills.
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