Senior Technical Account Manager

About the Role

The Senior Technical Account Manager (TAM) is a senior, customer-facing technical partner for key accounts. You’ll own complex technical workflows, configuration and integration support, and day-to-day technical relationship management—ensuring customers get sustained value from Bipsync and that technical issues are resolved quickly and clearly.

This role sits between Technical Account Manager and Lead Technical Account Manager. You’ll handle higher-complexity accounts and escalations, contribute to improving support processes and documentation, and mentor other TAMs through example.

Responsibilities

• Own the technical relationship for a set of key accounts, building trusted long-term partnerships.
• Develop deep understanding of each customer’s workflows and configuration; provide ongoing configuration and optimisation recommendations.
• Lead investigation and troubleshooting of complex technical issues, coordinating with internal teams (Support, Engineering, Product) to drive resolution.
• Support delivery of new features and product changes for existing customers, including validation, rollout guidance, and change management.
• Manage multiple priorities across accounts and projects, keeping stakeholders informed and expectations aligned.
• Capture and synthesise technical feedback from customers to inform product improvements and internal playbooks.
• Maintain high-quality documentation of configurations, recurring issues, and customer-specific best practices.
• Contribute to improving processes (ticketing, escalations, templates, knowledge base) to increase consistency and service quality.

About You

You’re a technically minded relationship-builder who enjoys solving complex problems and making customers successful. You communicate clearly, stay calm under pressure, and can translate technical details into practical next steps for different audiences. You’re organised, proactive, and take ownership of outcomes—especially when issues are ambiguous or high-stakes.

Requirements

• Bachelor’s degree and 5+ years of experience in technical account management, technical support, solutions engineering, or a similar customer-facing technical role.
• Strong technical background, including comfort with HTML, CSS, JavaScript, JSON, and REST APIs.
• Demonstrated ability to diagnose and troubleshoot complex technical issues and customer workflows.
• Strong project management and prioritisation skills across multiple concurrent accounts.
• Excellent written and verbal communication skills with both technical and non-technical stakeholders.
• Experience documenting technical processes and creating reusable troubleshooting guidance.
• Investment management or SaaS industry experience is highly beneficial.
• Previous experience using browser-based web apps.
• Confident using approved AI tools to enhance day-to-day technical work (e.g., summarizing context, accelerating investigation, drafting customer-facing updates, and producing first-draft artifacts) while validating accuracy and handling customer data responsibly.
• Comfortable mentoring and/or managing other TAMs/CSAs and reinforcing consistent, AI-enabled playbooks (reusable prompts, structured intake, clear handoffs) and escalation practices that raise the team’s quality and throughout.

Benefits

• Competitive salary and discretionary bonus opportunity.
• Comprehensive medical, dental and vision insurance.
• 401(k) plan with employer matching.
• Employer-funded life insurance and disability coverage.
• FSA and HSA options.
• Enhanced parental leave and family-friendly policies.
• Mental health, wellness and employee assistance programmes.
• Unlimited PTO plus 10 company holidays.
• Flexible blended working and genuine work-life balance.
• Home office budget and new-hire equipment package.
• Ongoing learning, mentoring and career development opportunities.
• Regular team events, lunches and celebrations.

Diversity and Inclusion

Bipsync is proud to be an equal opportunities employer. Our inclusive culture empowers all of us to collaborate, belong, learn and grow. We recruit and reward based on capability and performance and encourage applications from all backgrounds and communities. We’re committed to having a team that is made up of diverse skills, experiences and abilities and we value the positive impact that difference has on our teams. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.