Technical Account Manager (Remote)

Position: Technical Account Manager

Location: UK (remote/work from home)

Employment Type: Full time

Minimum Experience: 5 Years

Compensation: Negotiable

Who We Are

BlackRainbow was created to solve Investigation Case Management inefficiencies faced by Investigators in Law Enforcement, Government Intelligence Sectors, and large Corporates at an Enterprise level. We have grown rapidly since bringing our NIMBUS product to market and are well on the way to becoming the standard bearer for innovative investigations case management solutions globally. We have worked as, and with, Investigators in over forty countries over the past two decades to understand investigative challenges and develop solutions to meet the needs of the investigator and analyst.

What are we Looking For

We are seeking a proactive and ownership-driven Technical Account Manager to take full responsibility for the success and satisfaction of assigned customer accounts. In this role, you will be the trusted technical advisor and primary point of contact for your clients, ensuring their goals are met through the successful deployment, adoption, and optimization of our solutions. You’ll own the customer relationship from a technical perspective, anticipating their needs, addressing challenges, and driving strategic initiatives to deliver long-term value.

The ideal candidate combines a strong technical background with the ability to manage complex, enterprise-level relationships. You’ll take ownership of the entire account lifecycle, from onboarding and solution integration to driving engagement and retention. Your ability to build deep, meaningful partnerships with clients and to collaborate effectively with internal teams will be critical to achieving success. If you’re a natural problem-solver who thrives on accountability and enjoys helping customers unlock the full potential of innovative technologies, we’d love to have you on the team.

Key Responsibilities

Technical

• Act as the primary technical liaison between the company and assigned enterprise customers, ensuring seamless implementation and adoption of software solutions
• Lead technical discussions with key customer stakeholders, influencers, and decision makers effectively articulating creative and technical solutions
• Conduct product training sessions and workshops for customers, enabling them to maximize Nimbus utilization

Customer Relationship Management

• Cultivate and maintain strong client relationships, driving satisfaction, retention, and revenue growth through proactive engagement
• Understand and communicate value-driven messaging at both a technical and business level
• Highlighting and appropriately managing any issues or escalations to rapid resolution
• Responsible for working with Sales / executing account strategies to ensure renewal rates above 90% and foster upsell opportunities

General

• Coordinating with staff members working on other accounts to ensure customers receive outstanding service
• Maintaining updated knowledge of Black Rainbows products and services to deliver customer demos and solution presentations
• Be at the forefront of understanding emerging customer needs and inputting into Black Rainbow’s product strategy and roadmap
• Earning trust, credibility and managing communications with stakeholders, management peers and executives
• Share and learn best practices and re-usable assets with other Solution Consultants to enhance the quality and efficiency of the team

Requirements

• 5 + years proven experience within a software company in a similar role
• Ability to translate customer requirements and processes into a technical solution and workflows
• Proven ability to shape propositions and projects that deliver effective business outcomes for customers
• An analytical, innovative, and creative mindset with strong attention to detail, excellent business judgment and a practical, common-sense approach to getting things done
• Demonstrable skills in facilitation, stakeholder engagement, strategic thinking, and presentation with a talent for positively influencing customer management teams
• Excellent communication skills, both written and verbal, bearing good logical thinking
• Have a polite, friendly and diplomatic manner of conduct with customers with the ability to handle difficult conversations
• Flexibility to travel both nationally and internationally to our clients as required
• Must have resided in the UK for minimum of 3 years
• Valid vetting clearance of SC and NPPV3 desirable or will need to undergo vetting to this level

What We Offer

BlackRainbow is ambitious, driven and deeply cares about the ability to make a difference to people’s lives with our software. Be a part of our small but powerful team as we scale up.

Some of our benefits:

• Competitive salary
• Fully remote
• Flexible working hours
• 25 days annual leave (in addition to public holidays)
• Pension
• Private health care which includes family members
• Training Support

If you have the skills and experience plus the drive and ambition to be successful in this role, please email your CV/resume to HR@blackrainbow.com