Technical Account Manager

Market-leading Fire Safety and Data Collection Enterprise | Technical Account Manager | London | £45 – 60K DOE + bonus

The problem

For the past few years, our Client has doubled in size every 12 months – we're now seeing that growth accelerate further. Things have worked well up until now, but they realise that unless processes are structured and managed better, we won’t be able to support our customers as well as they have done in the past and we’ll lose an important part of their competitive edge.

Their client base is diverse, but two-thirds of it is in the housing and fire safety sectors. They also deal with users of all levels of seniority, one minute you’re on a call with directors at an international hotel chain, the next you’re rushing off to help a shop manager at a local bakery.

Their clients like them because they're easy to talk to and they're honest. They have a personality and most clients come to them on first-name terms. Keeping that informality combined with a professional approach is central to the our Client's values.

They need people to come onboard with the enthusiasm for the nitty-gritty, the drive for the customer interaction but also the quiet consideration for how they can make things more efficient in the longer term and so that they can replicate and expand their support and customer account management teams.

The Business

They are deliberately small and nimble, and want to stay a team of great people working together to build a product they're proud of. There are some strong personalities here and they work well together and respect each other.

They don't always have the formal procedures in place that larger software companies might. They know they need to get better at this stuff, but equally don't intend to wrap themselves up in bureaucratic processes which take away the essence of what makes them successful.

They understand that not everyone is going to get as excited as them about fire safety, but their product is by far the most comprehensive and feature-rich. They make a lot of the day-to-day stuff much easier (and look nicer). Especially in residential fire and building safety our solutions are ground-breaking and that’s what’s really driving their growth and the adoption of their product.

The role

First and foremost, this is a consultative product support role. The person who’ll enjoy this role will probably be that child who endlessly asked their parents “but why?” every time they were told something. The one who was always in trouble because they insisted on making their own mistakes rather than be told what to do by someone else.

Most of their customer needs are about new projects or objectives they have. It’s about understanding not just what they think they need but why they need it and offering a range of solutions that might be more effective.

The product is a complex software tool. Whilst they're getting better at productising it, it needs to be setup and customised for each use case. The client (and in turn their users) need to be taught to use it in the most effective way. Doing this well isn’t just about great communication skills, but the ability to ask questions as well as listen.

Most client requirements come in as an email – sometimes simple questions need a simple answer, but other times it’s about picking up the phone, jumping on a Teams call or recording a quick screenshare. Often users are light on detail and they just want a quick fix; their job is to give them the best fix that will serve them (and us) long term.

This role is likely to mostly focus on clients in the social housing, block management and retail sectors. They help customers implement the product as a solution for lots of users (and/or lots of residents) and a lot of the success at doing that is because they understand both the spirit of, and the detail of, building and fire safety legislation.

Although this isn’t a sales role, it is also about customer success and getting them to better adopt the product, better employ features and help their clients make better use of the product too.

The ideal candidate will likely be:

- Someone with a natural affinity for technology and software

- Analytical in understanding the importance of data to drive decisions and reporting

- Strategic in achieving a defined result or objective (which may take time to prove or demonstrate)

- A confident communicator – both in-person and in-writing

- Actively seeks and welcomes feedback, not scared of making mistakes

- Naturally proactive and self-managing; good at working to deadlines

- Willing to get involved in the menial detail to make sure a project is perfectly delivered

The role specifically will involve:

- Requirement gathering, onboarding and setup of new clients

- Conducting product demonstrations and supporting the sales team

- Supporting users at both a senior/strategic level and on the ground staff on a day-to-day level

- An element of technical writing to contribute to documentation and how-to guides and videos

- Learning building safety and fire safety legislation along with elements of why the Grenfell fire occurred / became so serious

- Some (UK) travel to visit clients and represent the company at events. Someone successful in this role will likely do presenting and public speaking.

- Feeding back customer and product requirements to our product and development team

Requirements:

• 1-4 years of experience in a customer-facing role, ideally within a technical support or account management capacity.
• A degree from a top UK university is a must.
• Excellent communication skills, both verbal and written, with the ability to convey technical information in simple terms.
• Strong organisational skills and the ability to prioritise tasks effectively.
• A proactive mindset, eager to take initiative and contribute to the team's success.
• Actively seeks and welcomes feedback, not scared of making mistakes.
• Naturally proactive and self-managing; good at working to deadlines.

Compensation and Benefits:

• Salary of £45 – 60K DOE + bonuses.
• Opportunity to work in a dynamic and supportive team environment.
• Chance to contribute to the growth and success of an market-leading product.
• Immediate start date.
• Hybrid working arrangement.

We are looking for enthusiastic individuals who are excited about the opportunity to make a meaningful impact in a growing organization. If you are a bright, personable candidate with a passion for technology and customer success, we encourage you to apply!