At a Glance
- Tasks: Drive customer success and engagement for UK accounts in public safety.
- Company: Join a mission-driven tech company improving community safety with innovative software.
- Benefits: Enjoy 28 days holiday, private health insurance, and a performance-based bonus.
- Other info: Work in a collaborative environment that values humility, inclusivity, and excellence.
- Why this job: Make a real impact on public safety while growing your career in tech.
- Qualifications: 5+ years in technical account management with strong problem-solving skills.
The predicted salary is between 40500 - 49500 £ per year.
Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.
We’re seeking an experienced Technical Account Manager to drive customer success and engagement for our growing list of UK accounts. In this role, you will be responsible for developing and scaling our account management program, ensuring the health and satisfaction of customers through creative, flexible solutions. With at least 5 years in a technical account management role at an enterprise software company, the ideal candidate brings expertise in managing complex accounts, particularly within government sectors. You will collaborate with our Services, Customer Experience, and Sales teams to support a customer-first approach that builds trust and long-term partnership.
What You’ll Do
- Assist with the implementation and troubleshooting of technical services for public safety agencies in the UK.
- Analyze customers’ technical landscapes, processes, and policies to recommend services such as interfaces, migrations, and analytics.
- Act as a customer advocate, addressing pain points, and collaborating with the Services teams, Customer Experience, Product, and Engineering teams to drive resolution and improvement.
- Deliver technical and product expertise to support sales, build relationships, and align on customer implementation timelines.
- Analyze customer needs, recommend enhancements, and communicate feedback to developers for continuous improvement.
- Track and report on account metrics and product performance to support sales goals and customer satisfaction.
- Guide key stakeholders through different stages of technical implementation, including requirements gathering, solutioning, documentation, configuration and mapping, and user acceptance testing.
- Align with Delivery teams on customer implementation timelines and payment milestones.
What You’ll Need
- Proven experience as a Technical Account Manager with strong technical support skills across pre- and post-sales.
- Ability to address product queries promptly and train customers for effective product use.
- Technical expertise in digital technologies, SaaS, and front-end development, with an ability to explain complex concepts to non-technical audiences.
- Skilled in identifying cost-effective solutions and addressing customer needs with strategic recommendations.
- Excellent communication, analytical, and problem-solving skills.
- Ability to work from our customer site in Manchester up to 5 days a week.
People who thrive on our team also tend to share the following characteristics:
- Humble, open, and curious. You’re not afraid to ask questions and understand the importance of being an informed leader.
- Passionate, eager, and motivated. You’re dedicated to the mission of improving public safety and excited to overachieve on your goals.
- Relationship builder. You understand that big wins take time and you’re willing to put in the work day in and day out to build a relationship with the customer.
- Inspirational, uplifting, enthusiastic. You’re a leader that will motivate your team and others to successfully achieve their goals.
What We Offer
- 28 days holiday plus UK bank holidays.
- Private medical, dental, and vision insurance through AXA Health and BUPA, fully paid for you and your dependents.
- 18 weeks paid parental leave for primary caregivers plus a ramp-back programme.
- Income protection (75% of salary) and death in service cover (4x salary), fully paid.
- Pension through Nest with 3% employer contribution.
- Gym reimbursement for you and your partner.
- Equipment allowance to set up your home office.
- AI tooling including Claude Code Enterprise licences.
- Spring Health membership with therapy sessions and mental wellness tools, fully covered.
- Company performance-based bonus.
- Paid sabbatical of one month at your five-year anniversary.
- Biannual hackathons, learning budget, and a team that genuinely invests in your growth.
What We Value
- Humility. You know the best ideas win, no matter where they come from. You ask questions before making assumptions and you're as happy being wrong as being right, because either way, the team gets to a better answer.
- Inclusivity. You respect expertise in all its forms and actively seek out perspectives different from your own. You make space for others and assume good intent.
- Excellence. You care deeply about technical quality in the systems you build, the designs you review, and the decisions you make. You set a high bar, lead by example, and help engineers develop the judgement to meet it independently.
- Diligence. You take ownership, mind the details, and understand that the software this team builds is used in moments that genuinely matter. You stay close to the technical details, surface risks early, and make sure the team delivers responsibly without cutting corners.
This role may require you to complete Non-Police Personnel Vetting (NPPV) security clearance up to level 3.
Technical Account Manager in Manchester employer: Mark43
Mark43 is an exceptional employer that prioritises the well-being and growth of its employees while making a meaningful impact on public safety. With a strong commitment to diversity, a supportive work culture, and comprehensive benefits including private medical insurance and generous parental leave, employees are empowered to thrive both personally and professionally. The Manchester location offers a collaborative environment where team members can engage directly with clients, fostering long-term relationships and driving customer success in a mission-driven atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mark43. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mark43 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mark43:Your cover letter is your chance to shine! Tell us why you want to work at Mark43 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mark43!
How to prepare for a job interview at Mark43
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
