Technical Account Manager

About the Company

Harmony gives every employee an always-on expert for every service request, inside the tools they already use. Deployed inside Slack and Microsoft Teams, its agents draw on a context graph connecting each employee's identity, devices, applications, and history, resolving requests across IT, HR, finance, procurement, and legal automatically.

Responsibilities

• Own the ongoing relationship with a portfolio of customers as their primary technical point of contact
• Drive product adoption and usage to ensure customers receive full value from the platform
• Monitor customer health proactively by tracking engagement patterns and flagging risks
• Troubleshoot technical issues including configuration problems and integration errors
• Reproduce, document, and escalate bugs to Engineering with clear context
• Build internal infrastructure, dashboards, and reports to track customer health and support trends
• Collaborate with Solution Engineering during onboarding to ensure continuity
• Surface customer feedback to Product and Engineering to inform the roadmap

Requirements

• 2+ years of experience in technical account management, customer success, solutions consulting, or support engineering
• Strong technical foundation with APIs, integrations, and cloud infrastructure
• Ability to manage a portfolio of accounts and prioritize competing needs
• Clear written and verbal communication skills
• Proactive mindset regarding customer adoption and health
• Experience using AI tools like Claude, ChatGPT, or Copilot

Preferred Qualifications

• Familiarity with ITSM concepts and enterprise IT environments
• Experience with ServiceNow, Jira Service Management, Freshservice, or Okta
• Exposure to scripting or programming such as Python, JavaScript, Bash, or SQL
• Previous experience at a B2B SaaS company

Benefits

• Competitive salary and benefits package
• Comprehensive health, dental, and vision benefits
• 401(k) with company match