Technical Account Manager

Keep it working after the implementation team has left and everyone else has moved on.

The implementation team leaves. The account goes quiet. Eighteen months later something breaks, and it turns out the version is four behind, an integration has been failing weekly since spring, and the record of what was actually built stopped being true within six months of go-live.

It starts by verifying, not believing. The handover record from the implementation was written by people who were tired and finishing. This seat checks the versions, the integrations, and the configuration against what the record claims, corrects the differences, and marks what it could not verify.

Health is checked on a cadence, not when something breaks. How far behind the version is. Which deprecations land in the next two quarters, with their dates. Whether integration errors are rising against that account's own normal, while they are still small. Whether they have outgrown what the deployment was sized for. Whether the configuration has drifted from what was designed. Each check ends in named actions with owners, not a colour.

During an incident, the customer hears from us on a clock. What is known, what is not, what is being done, and the exact time of the next update — and that time is met even when the update is that there is nothing new. No cause is stated until it is confirmed. Customers forgive a long outage and never forgive the silence in the middle of one.

Upgrades get planned against the customer's calendar. What they must move to and by when, sized honestly for downtime and testing, scheduled around their freeze periods and their busy season, with margin before the deadline somebody else set.

And the renewal gets the technical truth early. Weeks before, not the week before: what works, what is unresolved and how long it has been, and anything that would block a renewal for reasons that have nothing to do with price. Unedited, including the parts that reflect badly on us — because a blocker named in time can be fixed, and the same blocker named at the renewal meeting cannot.