Technical Account Manager

2 days ago

Kingston Upon Thames, United Kingdom Reveal Media Full time

Job Title: Technical Account Manager

Department: Technical Account Management & IT

Location: Hampton Wick/Hybrid

Country: UK

Level: Individual Contributer

Reports To: Laughton Papworth

Contract Type: Full time/Permanent

Contracted Hours/Days: 37.5 hours/5 days a week


About Us


At Reveal, passion meets purpose. Our body-worn video solutions are more than just technology; they're a testament to our commitment to safety, innovation and change. Rooted in Europe, we've become a trusted ally for many police forces, local authorities, retailers and private organisations; helping to pioneer and drive the application of body-worn video in settings and geographies where we can see exciting potential. With an influence spanning over 40 countries, our mission to make a positive impact continues to gain momentum.


Purpose


To manage all technical aspects of our relationship with and customers directly, providing top quality pre-sales, project management, and ongoing technical account management and support.


Your Responsibilities and Tasks


Develop close partnerships with current customers to become embedded in their work flow and discussions, to understand their evolving needs.


  • Document customer requirements, system configuration settings and, issues and managing communication of these to the business and customer.
  • Gather technical data from internal departments and interpreting the material for the target audience, ensuring synergy between the commercial and technical elements of our proposals.
  • Become the customer’s technical point of contact prior to acceptance into “business as usual”.
  • Become the technical subject matter expert during deployments, upgrades and migrations to a changed platform.
  • Provide training for Major accounts on application settings and configuration.
  • Provide pre-sales product demonstrations and evaluation of proof of concepts to prospective customers, and/or existing customers, during deployment and pre-sales phase.
  • Engage regularly with the product development teams to ensure effective communication of customer requirements, development requests, issues and customer feedback.
  • Engage regularly with Helpdesk Support to ensure timely resolution to customer issues, providing clear channels for escalation.
  • Provide hand-over documentation to “business as usual” (service team).
  • Provide project visibility to the senior sales management team.


Your Qualifications, Technical Skills and Experience


Essential


  • Have a technical background with strong knowledge of IT software and hardware. Be able to communicate effectively to both technical and non-technical customers.
  • Solid IT knowledge of computer memory and processing power, different versions of Windows, storage solutions (on disk, NAS, SAN, cloud, etc.), databases (namely Microsoft SQL Server), servers and virtual machines, and network connectivity and bandwidth.
  • Able to provide a consultative approach - constructively challenge, guide and influence.
  • Customer focused with excellent client facing skills.
  • Superior stakeholder management - able to develop a trusted advisor relationship with cross-functional internal and customer teams.
  • Ability to multi-task with evidence of timely and successful delivery of solutions according to customer objectives.
  • Excellent listening, negotiation and presentation skills.
  • Creative problem solving - able to quickly analyse issues and provide solutions for improvement.


Desirable


  • Ideally worked as a Technical Pre/Post Sales Engineer, Pre/Post Sales Consultant or Technical Account Manager.
  • Degree Qualification in IT/Engineering or related subject.
  • Experience delivering solutions to public sector or law enforcement sphere.



Your Personal Skills and Attributes


This job description is not intended to be an exhaustive list of duties and responsibilities. You may be expected to perform different tasks as the needs of the business and your role evolve. Your job description will be reviewed and updated accordingly.


Working at Reveal


Joining Reveal Media isn't just about taking on a job—it's about being part of a family that champions change. We combine our passion for innovation with a genuine desire to make the world safer. Here, every challenge becomes an exciting project, every solution a collective win. Surrounded by a diverse, forward-thinking team, you’ll experience a culture where ideas flourish, growth is nurtured, and every day is an opportunity to make a real difference. And with an array of benefits tailored to your wellbeing and development, we ensure that while you're taking care of our mission, we're taking care of you.


Your Benefits


Private Medical Insurance: Your health matters, and we've got you covered.

Birthday Off: Celebrate your day your way – it’s on us.

Holiday Purchase: Need more downtime? Purchase up to an additional 5 days of holiday.

Employee Assistance Programme: Confidential 24/7 helpline and support for you and your immediate family.

Time for You: We value your personal time. That’s why we aim to finish work at 2pm on Fridays.

Better Working: We embrace hybrid working and, where it is operationally practicable, we support employees splitting their working time between the office and home.

Pension: Plan for tomorrow with our pension scheme via NEST.

Our Green Initiatives

Our commitment to a greener future isn’t just words – we take it seriously. As a result, we have set ourselves the ambitious goal of reducing our energy, carbon, and waste footprint to zero. We continuously review our operations against our sustainability goals and all our company cars are electric. We believe in investing in companies working towards a cleaner and greener future and we also reward any employee who uses or switches to using green energy …… because every step, big or small, contributes to significant change.


We are committed to embracing diversity and building an inclusive culture where all employees are valued, respected and listened to. All applicants to Reveal will receive equal treatment regardless of age, disability, gender identity or expression, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

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