Technical Account Manager

About This Role

THE MISSION Backlight builds the tools that power modern media operations, from production and asset management to broadcast and streaming. Our products are used at scale across the media industry to move and monetize content.

As a Technical Account Manager, you own the technical relationship with Backlight's customers from day one of implementation through to long-term adoption. You are the person customers rely on to get full value from our platforms, and the voice that brings their real-world needs back to Product and Engineering. This role sits at the centre of Customer Success, Sales, and Product and is critical to reducing churn, unlocking expansion, and building the kind of trust that turns accounts into long-term advocates.

Responsibilities

• Own the end-to-end technical relationship for a portfolio of accounts, from implementation and go-live through to ongoing adoption, optimisation, and renewal.
• Lead customer implementations of the Iconik and Wildmoka platforms, including environment configuration, integrations, metadata schema design, and user onboarding tailored to each customer's workflow.
• Monitor platform adoption and usage health across your accounts, identifying risks early and recommending configuration changes or training to improve outcomes.
• Act as the primary technical advocate for your accounts, triaging requests, coordinating with Engineering and Product, and keeping customers informed throughout.
• Translate customer feedback and pain points into structured product input, bringing context, frequency, and impact to every request you surface to Product.
• Collaborate across Customer Success, Sales, Support, and Live Operations to deliver the right solution for each customer, and ask for help when you need it.

Requirements You are comfortable owning complex technical relationships, navigating ambiguity, and working without heavy oversight. You know when to escalate and when to get it done.

You have

• 3 or more years in a technical customer-facing role such as Solutions Engineer, Technical Consultant, TAM, or Implementation Manager, ideally in a SaaS or media technology environment.
• Demonstrated ability to understand and advise on complex software platforms, comfortable working without hand-holding and genuinely motivated to grow your technical knowledge over time.
• Strong communication skills with the ability to adapt to both technical and non-technical audiences, from system administrators to VP-level stakeholders.
• Experience owning a portfolio of accounts with measurable accountability for adoption, retention, or customer health outcomes.

Bonus points

• Familiarity with live video workflows, video production, or broadcast and streaming technology.
• Experience at a high-growth scale-up where processes are still being built and ambiguity is the norm.
• Working knowledge of cloud storage infrastructure such as AWS S3, Google Cloud Storage, or Azure Blob, and how media workflows integrate with these environments.

Work Arrangement Location: Remote

Time zone: GST

Eligible locations: Dubai, Abu Dhabi, Doha, Qatar