Technical Account Manager

Designation: Technical Account Manager

Experience required: 3–6+ years.

Location: Philadelphia, PA

Job Description

We are seeking an experienced Customer Success & Account Manager professional to support a key strategic client in the food service, hospitality, and facilities management sector. This role will serve as the primary onsite liaison between our organization and the client, integrating customer success, solution development, and sales to drive long-term value and operational success. The ideal candidate will possess a strong background in IT services—particularly in AI/ML, Data Engineering, Software Engineering, and Cloud—and the ability to translate business priorities into practical, technology-driven solutions.

This position requires close collaboration with offshore based senior technical and customer success teams, as well as regular onsite engagement (2-3 days per week) to strengthen client relationships, identify growth opportunities, ensure account health, and support solution delivery.

Key Responsibilities

·       Serve as the primary point of contact for client stakeholders.

·       Build and maintain strong, trust-based relationships with client decision-makers to understand their strategic goals and operational challenges.

·       Lead discovery sessions to identify needs, pain points, and opportunities for technology-enabled solutions.

·       Collaborate with offshore based solution architects, engineers, and technical specialists to design high-level solution frameworks aligned with client requirements.

·       Support the development of proposals, Statements of Work (SOWs), pricing structures, and pipeline reporting in coordination with sales and delivery teams.

·       Translate client business needs into actionable solution concepts and work with delivery teams to verify feasibility, mitigate risks, and resolve issues.

·       Maintain regular onsite presence to participate in client meetings, business reviews, strategic planning, and project discussions.

·       Act as the voice of the customer, sharing insights with internal teams to influence service improvements, solution refinements, and delivery excellence.

·       Provide strategic guidance on leveraging technology to improve operational efficiency, sustainability, cost management, and customer experience.

·       Monitor account performance, customer satisfaction, adoption of solutions, and proactively execute action plans to mitigate risks.

·       Identify and pursue cross-sell and upsell opportunities, aligning additional IT services (analytics, automation, predictive insights, digital transformation) with client business outcomes.

Qualifications

·       Bachelor’s degree in business, Computer Science, Information Technology, or a related field; advanced degree preferred.

·       3–6+ years of experience in IT services, customer success, account management, or sales.

·       Understanding of AI/ML, Data Engineering, Software Engineering, and Cloud technologies.

·       Demonstrated ability to translate business challenges into technical solution concepts.

·       Excellent communication, stakeholder management, negotiation, and presentation skills.

·       Experience facilitating client discovery, opportunity development, and solution co-creation.

·       Experience supporting clients in the food service, hospitality, or facilities management sectors will be a plus.

·       Familiarity with digital transformation, Agile methodologies, managed services, and service delivery models.

·       Experience in pre-sales support, including proposals, SOWs, and pricing coordination, is an advantage.

·       Strong analytical skills, business acumen, and a customer-centric mindset.

·       Keenness to learn and build understanding of emerging technologies