Technical Account Manager - EMEA

About the role:

Respondology is seeking a Technical Account Manager, EMEA to own the technical and product relationship for our EMEA client portfolio as both a technical account manager and a client success lead. You'll be in the dashboard troubleshooting issues as often as you're supporting a client conv550ersation.

The ideal candidate will have hands-on experience diagnosing and resolving technical platform issues, a background in social media platforms and workflows, a track record of owning onboarding and implementation for a B2B SaaS product, and the organizational rigor to manage a growing account portfolio with precision.

In this role you will work in close partnership with a paired Director of EMEA Growth, who owns the commercial relationship, client communication, and QBR execution, while you own the technical experience: onboarding, platform health, troubleshooting, and adoption. You'll also partner with internal Product/Engineering teams to resolve technical escalations, and you'll be the first line of defense on account health by surfacing risk and expansion opportunities to the account owner with full context.

What you'll do:

• Lead onboarding for new EMEA accounts, including platform setup and configuration across all contracted products
• Serve as the product expert for your accounts, knowing how the platform should be configured for each client's use case and proactively recommending changes before clients ask
• Diagnose and resolve technical escalations, pulling in internal resources as needed; your AM owns commercial communication back to the client
• Serve as the trusted day-to-day contact for product, technical, and adoption questions
• Document common issues and solutions to reduce repeat troubleshooting
• Own adoption strategy across your book of business by tracking usage and health signals and acting on them
• Flag account risk early (such as disengagement, low adoption, unresolved issues, or stakeholder changes) and bring it to the account owner with a recommended path forward
• Maintain a success plan per account tying client goals to adoption milestones and outcomes
• Identify expansion opportunities and hand them off with full context to the account owner
• Contribute the product and adoption content to the QBR deck; the account owner owns overall QBR execution and stakeholder delivery
• Formally capture and route client feedback to internal product and leadership teams, connecting patterns across your book of business
• Sync weekly with the team on account health, risks, and opportunities

What we're looking for:

• 3–5 years in a client-facing Client Success, Technical Account Management, or Client Ops role in B2B SaaS
• Ability to diagnose and resolve technical/configuration issues across systems and integrations
• Genuine product curiosity, driving you to understand the platform inside and out, including edge cases and less-used features, well beyond what's needed to resolve a ticket
• Detail-oriented and organized, comfortable managing multiple accounts and issues at once
• Strong critical thinking to get to root cause quickly and think in solutions
• Comfortable managing up and coordinating across internal teams (Product, Engineering, Account Management) to keep issues and priorities moving
• Clear communicator, able to translate technical concepts for non-technical stakeholders
• Experience owning onboarding or implementation for a technical software product
• Comfort using AI-powered tools to improve day-to-day efficiency
• Flexibility to work across European time zones
• Multilingual is a plus, particularly French or Arabic
• Bachelor's degree or equivalent experience
• Nice to have: experience with social media platforms or workflows (publishing, engagement, moderation, analytics)

What we offer:

• Competitive salary
• Flexible PTO, UK Statutory Holidays, and a full week off between Christmas Eve and New Year's Day
• Private medical insurance options available
• Fully paid family and parental leave in line with UK statutory minimums
• Yearly team offsite

Compensation:

£55,000–£65,000 GBP DOE + bonus

Location:

This is a remote role, but must be located in London for meetings with the UK team. Additionally some travel will be required in EMEA and at least once per year to the U.S. Candidates must have the right to work in the UK.

What to expect:

This is a startup. The pace is fast and the playbook is still being written. If you do your best work inside a fully built structure, this probably isn't the right fit. If the idea of building that structure sounds exciting, we'd love to meet you.

What matters:

We recognize the value in how different backgrounds and unique experiences shape our ways of thinking. These perspectives spark the conversations that enrich our culture and, in turn, improve our products. We invite anyone who feels they are qualified to apply and join a team united by the drive to build something that matters.