Technical Account Manager

Summary

SewerAI is transforming underground infrastructure management through AI-powered inspection and risk analysis. The Technical Account Manager (TAM) serves as a trusted partner to customers, ensuring they maximize value from SewerAI’s platforms while providing operational support and technical guidance.

Responsibilities

• Serve as the primary operational and technical contact for customer inquiries
• Triage and resolve lower-level technical issues, escalating to Support or Engineering when needed
• Document customer interactions and resolutions in Pylon, ensuring visibility across Enablement, Support, and Account Management
• Maintain high standards of responsiveness, professionalism, and customer experience
• Respond to operational and general technical support requests via Pylon ticketing system
• Provide workflow and best-practice guidance to improve daily platform usage
• Partner with Account Managers and Account Executives to ensure customer technical needs are addressed
• Support customer onboarding and training initiatives where needed
• Assist with ProServe projects, such as customer training and workflow consultations, at leadership’s direction
• Contribute to building repeatable processes and resources that improve ProServe delivery
• Provide operational and technical expertise during scoped engagements
• Represent SewerAI at industry trade shows and events
• Support demos, booth operations, and customer/prospect engagement
• Capture event feedback and assist with lead and customer follow-up
• Work closely with Sales, Account Management, Support, and Engineering to deliver a seamless customer journey
• Share customer feedback and insights to help improve product, training, and processes

Skills

• Experience in customer advocacy and support roles
• Technical knowledge to triage and resolve lower-level technical issues
• Ability to document customer interactions and resolutions
• High standards of responsiveness, professionalism, and customer experience
• Experience with operational and general technical support requests
• Ability to provide workflow and best-practice guidance
• Experience in customer onboarding and training initiatives
• Ability to assist with Professional Services projects
• Experience in representing a company at industry trade shows and events
• Ability to work closely with Sales, Account Management, Support, and Engineering teams

Qualifications

Must Haves

• Experience in customer advocacy and support roles
• Technical knowledge to triage and resolve lower-level technical issues
• Ability to document customer interactions and resolutions
• High standards of responsiveness, professionalism, and customer experience
• Experience with operational and general technical support requests
• Ability to provide workflow and best-practice guidance
• Experience in customer onboarding and training initiatives
• Ability to assist with Professional Services projects
• Experience in representing a company at industry trade shows and events
• Ability to work closely with Sales, Account Management, Support, and Engineering teams

Benefits

• Medical
• Dental
• Vision
• Basic Life
• 401(k)
• Unlimited PTO
• Tools and resources to support success