Technical Account Manager (NEU)

Do work that matters. At AlertMedia , we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform. Our core values drive us in our important mission of keeping people safe & informed: We’re humans not robots Customers always come first We work better together Simplicity is our strength Our reputation is priceless Hard work pays off As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand. We’re also an AI-forward company, and we expect everyone on our team to use modern AI tools such as Claude, ChatGPT, and others, to work smarter, move faster, and optimize processes. AlertMedia is looking for an experienced Technical Account Manager to support our growing EMEA Customer Success organization. This role will operate under the Technical Solutions team, which acts as a liaison between Customer Success, Development, and Product with a focus on consulting our Customer Success Managers (CSMs) and customers on technical integrations, import configuration, troubleshooting, and ongoing support. In addition to customer-facing responsibilities, the Technical Solutions team also drives internal process improvements, documentation upkeep, and product feedback and enablement. What you get to do every day: Act as the trusted technical advisor for assigned accounts, understanding their business goals and how our solutions support them. Serve as the customer's long-term technical advocate, helping ensure continued success and alignment throughout the customer lifecycle. Provide proactive technical guidance and support throughout the customer lifecycle, from implementation to renewal. Collaborate with Sales, Product, Engineering, and Support teams to deliver a seamless customer experience. Own and manage technical escalations, ensuring timely resolution and customer satisfaction. Conduct regular account reviews and roadmap sessions to communicate product updates, gather feedback, and ensure alignment. Identify opportunities for upselling or expansion based on customer needs and usage patterns. Monitor and report on account health, usage metrics, and support trends. Contribute to the broader Technical Solutions function by partnering with Customer Success, Product, and Engineering to investigate complex issues, improve internal processes, and advocate for product enhancements based on customer feedback. What you bring to the role: 3–5 years' experience in a customer-facing technical role. Experience managing enterprise or mid-market accounts. Strong understanding of APIs, integrations, and technologies used to manage user access and security (SSO, SCIM, SFTP). Ability to read logs, debug issues, and translate technical problems into business impact. Strong proficiency in AI tools and technologies, with the ability to apply them to optimize customer workflows, automate processes, and improve overall operational efficiency. Strong organizational skills and ability to manage multiple pipelines and priorities. Excellent written and verbal communication skills, with the ability to collaborate cross-functionally. Ability and desire to work in a fast-paced, technically challenging environment. Professional fluency in written and spoken English is required. Location: Remote in the Republic of Ireland. Must be located in the Republic of Ireland. S ponsorship: AlertMedia does not sponsor. Must have the legal right to work in Ireland without sponsorship now and in the future. Why you’ll love working at AlertMedia: Competitive base salary Company-sponsored health and life insurance Ireland statutory auto-enrolment pension (My Futur…