Technical Account Manager

ABOUT THE ROLE

As a Technical Account Manager at Kion, you are the primary technical advisor and technical relationship owner for a dedicated portfolio of customers, partnering with the CSM (who orchestrates the account) and the AE (who owns the commercial motion). Your north star is Kion's core value: Turning Customers into Fans.

You will run structured, tiered engagement cadences, serve as the connective tissue between customers and Kion's Engineering, Product, and Support teams, and own the technical side of the customer lifecycle from onboarding through renewal. Your customers will span enterprise commercial accounts (life sciences, tech, higher education) and government/defense accounts. Success looks like customers who renew, expand, and advocate for Kion because they trust your technical guidance and feel that you genuinely own their outcomes. You’ll also be joining at an exciting moment: the broader Customer Success team is refining how it works, so you can expect aspects of this role to keep evolving as those improvements take shape.

YOUR DAY-TO-DAY:

• Own a named portfolio of 8–10 strategic (Tier 1–2) accounts plus a pooled set of ~8 mid-tier accounts (≈15–18 total), and serve as their primary point of contact for all platform and technical matters
• Lead onboarding for new accounts in your book to a 90-day time-to-value standard — onboarding is the first renewal activity, not a support task
• Run tiered customer syncs: monthly technical check-ins with strategic accounts, 6–8 week check-ins with named growth accounts, and quarterly proactive outreach to the pooled book — with structured agendas sent ahead, notes, tracked action items, and a written recap within two business days
• Advise customers on platform upgrades: timing, release notes highlights, known issues, and coordinating phased rollouts from sandbox to non-prod to production
• Troubleshoot and own customer platform issues end-to-end, including compliance dashboard configuration, spend reporting gaps, permissions, integrations, and enforcement policy behavior
• Guide customers on cloud governance and FinOps best practices: budget-to-actuals analysis, cost anomaly investigation, multi-cloud spend visibility, and rightsizing guidance
• Drive adoption of new platform features and capabilities, including AI-assisted tooling, through demos, working sessions, and proactive outreach
• Maintain accurate, current account health tracking in CRM within 48 hours of every meaningful interaction: open items, sentiment, risk flags, and next steps
• Host the weekly customer office-hours rotation; answer customer questions within one business day (strategic accounts) or two (pooled book); act on health triggers — e.g., a >30% usage decline — within one week
• Co-present quarterly business reviews (Kion Objective Reviews / KORs) for strategic accounts with the CSM — owning the adoption story and roadmap segment — and deliver semi-annual executive business reviews, annual health reviews, and quarterly written usage & value reports for mid-tier accounts
• Serve as the bridge between customers and Kion's Support team, ensuring tickets are scoped correctly, prioritized appropriately, and moving; escalating when they are not
• Represent customer bug reports and feature requests in internal cross-functional reviews, with context on business impact and urgency
• Attend and contribute to internal rhythms: weekly CSM+TAM standup, monthly Tier 1 account reviews (with CSM and AE), weekly TAM Sync, Support Team Sync, Bug and Feature Review, Sprint Demos, and monthly Product leadership syncs
• Partner with Account Executives on renewal cycles, expansion opportunities, and Professional Service SOWs
• Contribute to the Kion Success Center knowledge base when documentation gaps are identified based on recurring customer questions
• Engage customers in the Kion community Slack (Cloudunity) with release updates, answers, and discussions

HOW YOU'LL BE MEASURED:

• Time-to-value: new accounts reach first measurable value inside 90 days
• Technical health score of your book, and health-trigger response time
• On-time delivery of prescribed touchpoints: check-ins, EBRs, health reviews, and usage reports
• Critical-issue resolution time and escalation quality
• Renewal outcomes on your book, in partnership with the AE — the adoption story you supply feeds every value recap

WHAT WE ARE EXPECTING FROM YOU (I.E., THE QUALIFICATIONS YOU MUST HAVE):

• 4–8 years in technical consulting, solutions engineering, implementation, or professional services (or equivalent customer-facing technical depth)

• Relationship-first mindset: you build genuine trust through consistent follow-through, technical credibility, and treating customer problems as your own
• Technical fluency in cloud infrastructure: AWS, Azure, GCP, IAM, multi-account governance, compliance frameworks (NIST, CIS, FedRAMP), and cloud cost management concepts
• Exceptional written and verbal communication skills; you calibrate your message to the audience, from cloud engineer to executive sponsor
• Strong organizational skills; you manage a complex, multi-account book without letting commitments slip or customers wonder where things stand
• Comfort with change; you stay effective (and keep customers steady) while team processes and engagement models are being refined
• Ability to interpret platform data and metrics to diagnose issues, identify adoption gaps, and drive decision-making

• Experience navigating government customer environments — procurement, ATO/compliance processes, classification constraints — and self-hosted or customer-hosted (non-SaaS) deployments

• Bachelor's degree in a relevant field or equivalent practical experience

WISH LIST (nice-to-haves):

• Experience with cloud governance, FinOps, or cost management platforms
• Familiarity with compliance standards: NIST 800-53, CIS Benchmarks, FedRAMP, CMMC
• Familiarity with infrastructure-as-code tools (Terraform, CloudFormation)
• Experience with customer success platforms or support ticketing systems
• Experience using or demonstrating AI-assisted tooling in a customer-facing context

WHAT WE WILL PROVIDE IN RETURN:

• Kion is a remote-first company. We offer a 100% remote work schedule (US only)!
• Excellent compensation and outstanding benefits, including medical, dental and vision!
• 3% of direct compensation contribution to your 401(k) (no match required).
• Unlimited PTO to allow staff to spend time with friends and family.
• Regular virtual engagements to better connect with co-workers and talk about life outside of work.
• A small-team collaborative environment that fosters communication and innovation.