About Unily
With 20+ years of expertise, Unily unites people, technology, and knowledge into action through the only AI-native employee experience platform. As the intelligent digital front door to work, Unily helps enterprises from 1,000 to 100,000+ employees, including Estée Lauder Companies, CVS Health, and British Airways, remove friction, increase clarity, and accelerate productivity so work moves faster.
Unily is a five‑time Leader in Employee Experience, recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience‑Centric Intelligent Digital Workspaces 2025. This analyst leadership is reinforced by strong customer validation, including G2 Crowd Leader recognition for exceptional usability and enterprise‑grade performance. Unily also holds the prestigious ClearBox “Intranet Choices 2025” award. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.
Job Purpose
As a Technical Support Account Manager (TSAM), you will be responsible for a portfolio of medium to small customer accounts. You will focus on the operational support landscape for each account, helping drive customer success and supporting retention.
TSAMs deliver proactive and reactive support services and act as a point of escalation internally and externally for support-related activities. As a Unily and customer advocate, you will coordinate and monitor support progress to ensure timely resolution of customer incidents and associated records.
You will also plan and deliver annual operational support service reviews. TSAMs should be comfortable presenting to all levels, influencing stakeholders, and driving account-level actions to completion.
Main Responsibilities
- Manage a portfolio of customer accounts within the operational support landscape to ensure customer satisfaction and contract renewals (typically ~75 accounts, depending on complexity).
- Serve as the primary point of contact for support-related escalations, coordinating internal teams and providing hands-on assistance where required and agreed.
- Proactively identify trends, recurring issues, risks, and improvement opportunities; maintain an accurate view of account health.
- Track, monitor, and report on incidents and ticket performance (e.g., volumes, SLA attainment, themes), supporting both client and internal reporting needs.
- Escalate issues requiring investigation or prioritisation within Unily and manage them through to resolution, ensuring clear ownership and timely updates.
- Collaborate with cross-functional teams (Support, Engineering, Product, Customer Success) to improve outcomes and drive continuous service improvement.
- Build and maintain strong relationships with key stakeholders and decision-makers within assigned accounts.
- Plan and deliver regular account review meetings, presentations, and reports to communicate service value, performance, and agreed next actions.
- Stay current on Unily features and relevant technology developments to identify opportunities and advise customers appropriately.
- Ensure timely and effective communication of technical updates, risks, and progress to clients and internal stakeholders.
- Maintain accurate account documentation and client-specific support information (e.g., environments, contacts, runbooks, known issues).
Knowledge, Skills, and Experience Needed for the Job
- Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent practical experience).
- 2+ years’ experience in technical account management, customer success, support, or a related client-facing technical role.
- Excellent written and verbal communication skills in English, with the ability to translate technical detail for non-technical audiences.
- Working knowledge of ITIL practices, including incident, problem, and release management.
- Strong technical foundation and the ability to understand, troubleshoot, and explain technical concepts.
- Strong prioritisation and organisational skills; ability to manage multiple accounts, tasks, and stakeholders under pressure.
- Strategic, customer-focused mindset with strong relationship-building and stakeholder management skills.
- Proficiency with Microsoft Office (and comfort working in ticketing/CRM/reporting tools).
Why Work for Unily?
In addition to a generous base salary and discretionary bonus, here are some things we think you will love:
Our awesome team culture. We are focused on achieving results as a team and having fun whilst we do it. You won’t find a friendlier or more dedicated bunch of people.
Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.
The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance.
Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen, ample parking and the option to bring your dog to work.
We offer a fantastic suite of benefits: 23 vacation days, 10 sick days, 1 annual volunteer day and 1 day off for your birthday! We offer medical, dental and vision coverage at 96% of the payroll cost at the employee-only coverage level and cover 80% for employee plus dependent levels. 1x your annual salary in Life and AD&D coverage at no cost to you. 5% match on your 401(k) and no vesting schedule after your first 90 days.
Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.
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