Technical Account Manager

As a Technical Account Manager at Kion, you are the primary technical advisor and technical relationship owner for a dedicated portfolio of customers, partnering with the CSM (who orchestrates the account) and the AE (who owns the commercial motion). Your north star is Kion's core value: Turning Customers into Fans .

You will run structured, tiered engagement cadences, serve as the connective tissue between customers and Kion's Engineering, Product, and Support teams, and own the technical side of the customer lifecycle from onboarding through renewal. Your customers will span enterprise commercial accounts (life sciences, tech, higher education) and government/defense accounts. Success looks like customers who renew, expand, and advocate for Kion because they trust your technical guidance and feel that you genuinely own their outcomes. You’ll also be joining at an exciting moment: the broader Customer Success team is refining how it works, so you can expect aspects of this role to keep evolving as those improvements take shape.

Own a named portfolio of 8–10 strategic (Tier 1–2) accounts plus a pooled set of ~8 mid-tier accounts (≈15–18 total), and serve as their primary point of contact for all platform and technical matters

Lead onboarding for new accounts in your book to a 90-day time-to-value standard — onboarding is the first renewal activity, not a support task

Run tiered customer syncs: monthly technical check-ins with strategic accounts, 6–8 week check-ins with named growth accounts, and quarterly proactive outreach to the pooled book — with structured agendas sent ahead, notes, tracked action items, and a written recap within two business days

Advise customers on platform upgrades: timing, release notes highlights, known issues, and coordinating phased rollouts from sandbox to non-prod to production

Troubleshoot and own customer platform issues end-to-end, including compliance dashboard configuration, spend reporting gaps, permissions, integrations, and enforcement policy behavior

Guide customers on cloud governance and FinOps best practices: budget-to-actuals analysis, cost anomaly investigation, multi-cloud spend visibility, and rightsizing guidance

Drive adoption of new platform features and capabilities, including AI-assisted tooling, through demos, working sessions, and proactive outreach

Maintain accurate, current account health tracking in CRM within 48 hours of every meaningful interaction: open items, sentiment, risk flags, and next steps

Host the weekly customer office-hours rotation; answer customer questions within one business day (strategic accounts) or two (pooled book); act on health triggers — e.g., a >30% usage decline — within one week

Co-present quarterly business reviews (Kion Objective Reviews / KORs) for strategic accounts with the CSM — owning the adoption story and roadmap segment — and deliver semi-annual executive business reviews, annual health reviews, and quarterly written usage & value reports for mid-tier accounts

Serve as the bridge between customers and Kion's Support team, ensuring tickets are scoped correctly, prioritized appropriately, and moving; escalating when they are not

Represent customer bug reports and feature requests in internal cross-functional reviews, with context on business impact and urgency

Attend and contribute to internal rhythms: weekly CSM+TAM standup, monthly Tier 1 account reviews (with CSM and AE), weekly TAM Sync, Support Team Sync, Bug and Feature Review, Sprint Demos, and monthly Product leadership syncs

Partner with Account Executives on renewal cycles, expansion opportunities, and Professional Service SOWs

Contribute to the Kion Success Center knowledge base when documentation gaps are identified based on recurring customer questions

Engage customers in the Kion community Slack (Cloudunity) with release updates, answers, and discussions

Time-to-value: new accounts reach first measurable value inside 90 days

Technical health score of your book, and health-trigger response time

On-time delivery of prescribed touchpoints: check-ins, EBRs, health reviews, and usage reports

Critical-issue resolution time and escalation quality

Renewal outcomes on your book, in partnership with the AE — the adoption story you supply feeds every value recap

Experience with cloud governance, FinOps, or cost management platforms

Familiarity with compliance standards: NIST 800-53, CIS Benchmarks, FedRAMP, CMMC

Familiarity with infrastructure-as-code tools (Terraform, CloudFormation)

Experience with customer success platforms or support ticketing systems

Experience using or demonstrating AI-assisted tooling in a customer-facing context

Kion is a remote-first company. We offer a 100% remote work schedule (US only)!

Excellent compensation and outstanding benefits, including medical, dental and vision!

3% of direct compensation contribution to your 401(k) (no match required).

Unlimited PTO to allow staff to spend time with friends and family.

Regular virtual engagements to better connect with co-workers and talk about life outside of work.

A small-team collaborative environment that fosters communication and innovation.

Kion is revolutionizing CloudOps and FinOps. We offer a unified approach, delivering multicloud, multi-org, and multi-account visibility and controls, empowering organizations to effectively manage their complex cloud environments from a single, centralized platform. At Kion, you’ll join a team that values collaboration, creativity, and building products that make a real impact for customers across industries.

We’re a fast-growing, Series A startup and we believe employees are our most precious resource. While we’re headquartered outside Baltimore, MD and Washington DC, we are committed to a 100% remote-first workforce. In addition, Kion offers excellent compensation and outstanding benefits!

If you're passionate about using your expert skills to bring transformational change to a customer’s cloud journey, you'd be a great addition to our team!