Technical Account Manager

The Technical Account Manager (TAM) at Janison is a trusted technical advisor to our enterprise and government clients. You are responsible for ensuring clients successfully implement, adopt, and continuously realize value from Janison’s online assessment solutions across the full customer lifecycle, from implementation and high‑stakes test delivery through to renewal and expansion. This role combines deep product and technical knowledge with strong relationship and consulting skills. You will serve as the primary technical contact for a portfolio of customers, owning technical event readiness plans, managing complex events and incidents, and proactively identifying opportunities to improve stability, usability, and outcomes. This demands a solutions‑oriented mindset, autonomy, and a customer‑centric approach. Responsibilities Own a portfolio of assigned customers as their primary technical contact for Janison’s assessment solutions. Build strong relationships with technical and operational stakeholders, becoming a trusted advisor on assessment delivery, integrations, and platform best practice. Create and maintain Event Readiness Plan for each key account. Lead or contribute to regular service reviews (QBRs) covering platform performance, roadmap, risks, and opportunities. Work with new and existing customers to design and configure their Janison environments, including authentication, roles permissions, data flows, and integrations. Coordinate technical configuration activities for implementation and major change projects (e.g., new features, new assessment events, major releases, sanity test etc). Support and sometimes lead technical aspects of integrations, such as SSO, LMS integration, data feeds, APIs, Remote Proctoring Solutions and webhooks, partnering with internal specialists where required. Ensure technical readiness before go‑live, including configuration reviews, testing, and runbooks. Act as the technical owner for assigned high‑stakes or complex assessment events. Plan and execute event readiness activities, including environment validation, candidate/user access checks, load testing where applicable, and contingency planning. Coordinate internal teams to prepare and execute event readiness tasks, ensuring clear roles, escalation paths, and communication channels. Provide real‑time monitoring and communication during live events, sharing updates with the client and internal stakeholders and managing expectations. Conduct post‑event reviews, including incident/root cause analysis and recommendations for process or configuration improvements. Take ownership of critical and high‑impact incidents for assigned customers, coordinating Support and Development teams to ensure timely diagnosis and resolution. Ensure clients are using the correct support channels and educate them on efficient ways to raise, prioritise, and track issues. Monitor incident trends and recurring issues and work with Product/Development to drive problem management and long‑term fixes. Maintain accurate, up‑to‑date records of client interactions, decisions, and technical configurations in Janison systems. Proactively identify feature gaps in usage and opportunities for customers to adopt more of the Janison platform to meet their goals. Act as a subject matter expert on new technologies, including learning and helping clients implement Janison’s AI authoring tool to optimise their assessment production. Deliver or coordinate training, knowledge‑sharing, and documentation (e.g., playbooks, how‑to guides, FAQs) to improve client self‑sufficiency and reduce reliance on reactive support. Use product analytics and customer feedback to surface value stories, highlighting measurable benefits (e.g., reduced admin effort, improved event resilience, better candidate experience). Partner with Sales and Support to identify upsell and cross‑sell opportunities where additional services/products will add real value. Provide structured feedback to Product and Development on customer needs, pain points, and enhancement requests, helping to shape the roadmap. Contribute to building and maintaining internal playbooks, runbooks, and best‑practice guides for implementation and event delivery. Mentor junior TAMs or implementation specialists by sharing domain knowledge, best practice, and lessons learned. Champion continuous improvement in processes, tools, and automation across the Implementation and Technical Account Management function. Qualifications Experience: 3‑5+ years in a technical customer‑facing role (e.g., TAM, Implementation Consultant, Solutions Engineer, Technical Customer Success Manager) in a SaaS or enterprise software environment. Technical Expertise: Strong understanding of web and cloud technologies, specifically SaaS architectures, data integrations and imports; Identity and access management; Basic networking concepts and browser/client troubleshooting. High‑Stakes Delivery: Demonstrated experience supporting mission‑critical events (e.g., exams, financial transactions) where reliability, uptime and performance are critical. Communication: Excellent interpersonal skills with the ability to explain complex technical concepts to non‑technical audiences and vice versa. Resilience & Problem Solving: Proven ability to maintain composure during incidents, manage concurrent priorities, and apply a structured approach to root‑cause analysis. Collaboration: Experience collaborating effectively with cross‑functional teams (Implementation, Support, Product, Development, Sales). Innovation Mindset: A keen interest in emerging technologies, especially AI, and how they can be used to optimise operational efficiency. Qualifications: Relevant certifications (e.g., Azure, ITIL) or a degree in Computer Science, Information Systems, or a related field is highly desirable. What We Offer We are a purpose‑driven organisation, offering a ‘flexible’ approach to work. We understand one size doesn’t fit all, so whatever works for the business, the team and your role – means endless possibilities for the flexibility you need. Access to our Employee Share Ownership Program with a share‑matching component. Parental leave benefit including paid leave, continued super contributions and more. Discretionary annual pay review and bonus program. A focus on development and upskilling opportunities. A day off for your birthday and ‘freebie days’ through the year. Flexible ways of working. A focus on virtual engagement and inclusivity to support our distributed workforce across the globe. Next Steps If you are looking for an organisation that will support your growth, provide you with the flexibility you need and are looking for a greater purpose to exercise your skills, then please submit your application. We can’t wait to hear from you Seniority level Not Applicable Employment type Full‑time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr