Technical Account Manager

YOUR ROLE:

As a Technical Account Manager at Kion, you are the primary relationship owner and technical advisor for a dedicated portfolio of customers. Your north star is Kion's core value: Turning Customers into Fans.

You will run structured weekly and monthly customer syncs, serve as the connective tissue between customers and Kion's Engineering, Product, and Support teams, and own the full customer lifecycle from post-onboarding through renewal. Your customers will span enterprise commercial accounts (life sciences, tech, higher education) and government/defense accounts. Success looks like customers who renew, expand, and advocate for Kion because they trust your technical guidance and feel that you genuinely own their outcomes.

 

YOUR DAY-TO-DAY:

• Own a portfolio of 15-25 customer accounts and serve as their primary point of contact for all platform, technical, and relationship matters
• Run high-cadence customer syncs: weekly calls with high-touch accounts and monthly syncs with the broader portfolio, with structured agendas, notes, and tracked action items
• Advise customers on platform upgrades: timing, release notes highlights, known issues, and coordinating phased rollouts from sandbox to non-prod to production
• Troubleshoot and own customer platform issues end-to-end, including compliance dashboard configuration, spend reporting gaps, permissions, integrations, and enforcement policy behavior
• Guide customers on cloud governance and FinOps best practices: budget-to-actuals analysis, cost anomaly investigation, multi-cloud spend visibility, and rightsizing guidance
• Drive adoption of new platform features and capabilities, including AI-assisted tooling, through demos, working sessions, and proactive outreach
• Maintain accurate, current account health tracking in CRM after every meaningful interaction: open items, sentiment, risk flags, and next steps
• Perform quarterly business reviews (Kion Objective Reviews / KORs) covering platform utilization, ROI, and forward-looking recommendations
• Serve as the bridge between customers and Kion's Support team, ensuring tickets are scoped correctly, prioritized appropriately, and moving; escalating when they are not
• Represent customer bug reports and feature requests in internal cross-functional reviews, with context on business impact and urgency
• Attend and contribute to internal rhythms: weekly TAM Sync, Support Team Sync, Bug and Feature Review, Sprint Demos, and monthly Product leadership syncs
• Partner with Account Executives on renewal cycles, expansion opportunities, and Professional Service SOWs
• Contribute to the Kion Success Center knowledge base when documentation gaps are identified based on recurring customer questions
• Engage customers in the Kion community Slack (Cloudunity) with release updates, answers, and discussions

 

WHAT WE ARE EXPECTING FROM YOU (I.E., THE QUALIFICATIONS YOU MUST HAVE):

• Relationship-first mindset: you build genuine trust through consistent follow-through, technical credibility, and treating customer problems as your own
• Technical fluency in cloud infrastructure: AWS, Azure, GCP, IAM, multi-account governance, compliance frameworks (NIST, CIS, FedRAMP), and cloud cost management concepts
• Exceptional written and verbal communication skills; you calibrate your message to the audience, from cloud engineer to executive sponsor