Technical Account Manager

Checkit plc; Fleet; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A technology company in the UK is seeking an experienced Technical Account Manager to take ownership of a portfolio of strategic customers. You will act as the primary technical advocate, ensure customer satisfaction through excellent communication, and manage technical issues. The ideal candidate has significant experience in technical roles, problem-solving skills, and a customer-centric mindset. Join a team that values your contributions and offers a range of benefits for personal and professional development.

Benefits

Generous leave allowance

Birthday off

Mental wellbeing days off

Paid sick days

Health cash plan

Pension scheme

Share award scheme

Enhanced maternity and paternity pay

Qualifications

• Significant experience in senior technical support or customer success roles.
• Proven ability to manage critical incidents and escalations.
• Excellent communication skills for diverse stakeholders.

Responsibilities

• Serve as the main technical contact for assigned accounts.
• Monitor customer health and engage proactively.
• Manage technical escalations and ensure resolution.

Skills

Technical ownership

Customer engagement

Problem solving

Communication

Tools

CRM

Support tools

Job description

Technical Account Manager (Tech Support)

Application Deadline: 30 January 2026

Department: Customer Support

Employment Type: Permanent - Full Time

Location: Fleet / remote

Reporting To: David Needham - Head of Customer Support

Description

Checkit uniquely combines smart sensors and workflow software to provide the analytics and insights that complex organisations need to deliver a safer, more efficient and streamlined service to their customers. Our clients are spread across the healthcare, biopharma, assisted living, food service, retail and facilities management sectors.

We are seeking an experienced Technical Account Manager to take technical ownership of a portfolio of strategic customers across our product base, ensuring they derive maximum value from our solutions. The TAM will act as the primary technical advocate for customers, build trusted relationships with technical and business stakeholders, drive proactive engagement to prevent issues, and own technical escalations through to resolution and perform service reviews, with the work itself being delivered by our various support teams.

The ideal candidate combines deep technical knowledge with excellent communication skills and a customer-centric mindset. You'll have a strong track record of experience in customer-facing technical support or customer success roles, and ideally some technical hardware or software sector experience. You'll be someone who takes ownership, relishes resolving complex technical problems, and delights in problem solving and finding solutions.

*CANDIDATE EXPERIENCE IS IMPORTANT TO US. THIS IS A REAL JOB. WE DO NOT USE AI TO SCREEN APPLICATIONS OR TO INTERVIEW. YOUR APPLICATION WILL BE READ AND ASSESSED BY A HUMAN. WE RESPOND TO ALL APPLICATIONS.*

What you'll be doing

Customer Technical Ownership

• Serving as the main technical point of contact for assigned accounts.
• Developing a deep understanding of customers’ technical environments, architectures, and installations.
• Assisting in driving product adoption and ensure customers are progressing toward their business objectives.

Technical Advocacy & Enablement

• Acting as a trusted advisor and technical advocate for customers within the company, championing their needs internally.
• Delivering tailored technical guidance, workshops, and product training to customer teams.
• Translating complex technical concepts into clear, actionable insights for both technical and non-technical stakeholders.

Escalations & Issue Management

• Owning and managing all levels of technical escalations, coordinating cross-functional response from Support, Engineering, Product, and Services teams for assigned customer and on occasion ad-hoc escalation management of non-assigned customers.
• Ensuring timely resolution and clear communication during escalations while maintaining a high level of customer confidence.

Proactive Engagement & Monitoring

• Monitoring customer health using internal tools and usage metrics; identify and act on potential risks before they impact success.
• Conducting regular service reviews and business-value check-ins to align usage with customer technical goals.

Stakeholder Management

• Establishing and maintaining strong relationships with technical and business leaders in customer organisations.
• Collaborating closely with Customer Success Managers, Sales, Product, and Support to ensure a unified approach.

Feedback & Continuous Improvement

• Collecting and communicating product feedback and feature requests from customers to Product and Engineering teams.
• Contributing to knowledge base articles, playbooks, best practices, and training materials.

Reporting & Documentation

• Maintaining accurate records of customer interactions, technical configurations, escalation histories, and action plans in CRM.
• Preparing and deliver regular reports to internal and external stakeholders.

What we're looking for

• Significant experience in senior technical support, solutions engineering or customer success roles.
• Experience supporting Hardware, SaaS/cloud-based, or complex technical products, with the capability to quickly understand new technical products and solutions.
• Proven ability to own critical incidents and high-impact escalations.
• Ability to understand and help troubleshoot technical issues and work with Support & engineering teams to drive solutions.
• Ideally some experience of working closely with Engineering and Product teams.
• Familiarity with support and customer tooling (e.g. ticketing systems, CRM).
• Experience managing multiple customers and priorities in a dynamic environment.
• Comfortable providing training, walkthroughs, and presentations.
• Comfortable working and producing data, and operational metrics to drive decisions relating to assigned accounts.
• Structured, analytical approach to problem solving, with a structured approach to managing escalations and issue resolution.
• Excellent communication skills with the ability to engage confidently with both technical and non-technical stakeholders, and build rapport and trust with diverse stakeholders.
• Strategic thinker with the ability to balance customer needs with company priorities.
• Calm, authoritative presence during high-pressure situations.

What's in it for you

Checkit offer a range of benefits designed to give you the opportunity to learn and develop your skills, provide for your future, look after your routine healthcare, and feel protected if life throws you a curve ball. Our benefits include:

• Everyone gets a generous amount of leave, above the statutory levels, to help you rest and recharge
• Your birthday off in addition to your annual leave allowance
• 2 mental wellbeing days off per year, to take the time to reset and look after yourself
• Up to 20 paid sick days in any rolling 12 month period
• Health cash plan & BUPA dental to help with the costs of optical, dental and support for your mental wellbeing
• Access to Help@Hand health & wellbeing app
• Contributory pension scheme
• Share award scheme, allowing you to be rewarded for our future success
• Enhanced maternity and paternity pay, and paid loss of pregnancy leave