Technical Account Manager

About TruVideo

TruVideo is an AI-native video and visual intelligence platform. More than 10,000 dealerships and service businesses use TruVideo to capture, share and analyse video across their daily workflows, and we process over 25 million media files a month. We integrate with the major DMS and OEM platforms in automotive and are expanding into fleet, insurance, aviation and facilities.

The role

Our customers are getting bigger and more technical. Enterprise dealer groups, OEMs and platform partners need one technical owner who knows our product inside out, speaks their engineers' language and gets things fixed. As our Technical Account Manager you own the technical relationship with a portfolio of our largest customers and integration partners. You work hand in hand with our Customer Success, Sales, Product and Engineering teams, and you turn customer issues into clear, prioritised work that ships.

What you'll do

• Own the technical relationship for a portfolio of enterprise customers and integration partners.
• Lead technical onboarding and rollouts: configuration, user provisioning, SSO, integrations and data flows.
• Troubleshoot issues across our APIs, SDKs, webhooks, integrations, and web and mobile apps. Reproduce problems yourself before they reach engineering.
• Turn customer requests into well-scoped tickets with reproduction steps, impact and priority, and follow them through to release.
• Run regular technical reviews with customers covering adoption, usage, open issues and upcoming changes.
• Spot expansion opportunities and churn risk early and bring them to Sales and Customer Success with the data.
• Write the runbooks, FAQs and integration guides that make every next rollout faster.

Must have

• 3+ years in a customer-facing technical role at a B2B SaaS company: technical account manager, solutions engineer, implementation or integration engineer, or technical support lead.
• Hands-on with REST APIs. You read API docs, use Postman or curl, and read logs to find the problem yourself.
• Comfortable with SQL and data. You can query, check and explain a data problem.
• A clear writer: tickets engineers can act on and emails customers can follow.
• Based within commuting distance of Boston, MA and able to work on-site, with occasional travel to customers.

Nice to have

• Automotive retail, dealer, OEM or DMS experience (CDK, Reynolds and Reynolds, Tekion, Dealertrack, Keyloop).
• Experience with video, mobile apps or SDK integrations.
• Experience working with distributed or offshore engineering teams.
• Familiar with SSO (SAML, OAuth), webhooks, and tools like Jira and Zendesk.

Why TruVideo

You will work directly with our founders and leadership on our most important accounts. Your judgement shapes what we build next, and you will see your work land with thousands of businesses. This is a new role and a big one: you will help define how TruVideo looks after its customers as we scale.