Technical Account Manager

Overview

We are seeking a highly capable Technical Account Manager to be the primary point of contact for our clients. This role blends strong client relationship management with the ability to understand, interpret, and communicate technical requirements and outcomes. You will act as the bridge between clients and developers, ensuring clear understanding on both sides, while maintaining trust, transparency, and alignment across projects.

The successful candidate must be an exceptional communicator and natural relationship builder. Their primary function is translation: they must ensure that what the client wants is understood by the development team, and that what the development team delivers is clearly explained back to the client in meaningful, non-technical terms. They must also be able to manage client expectations, sometimes having hard but necessary conversations about feasibility, priorities, and sequencing of work, while keeping relationships strong and ensuring clients achieve their business goals.

This role sits within Ryoss, a small but dynamic business still in the latter startup phases. We are a close-knit, multicultural, and international team that values collaboration, adaptability, and looking after our people. Everyone is expected to roll up their sleeves when needed, support one another, and help the business grow. We offer perks and benefits designed to make our team's work and life balance sustainable, and we take pride in fostering a positive, social culture, even for those working remotely.

Responsibilities

Client Management & Communication

• Act as the first point of contact for assigned clients.
• Build and maintain strong, trust-based relationships through clear and consistent communication.
• Manage expectations, including leading firm but fair conversations about priorities, feasibility, and scope.
• Maintain a high degree of responsiveness while managing multiple clients and projects simultaneously.
• Keep the CTO informed on client issues, leveraging their expertise when needed.
• Engage additional internal or external resources when required (e.g., design, specialised technical skills).

Requirement Gathering & Translation

• Work with clients to capture, clarify, and document requirements.
• Translate commercial and business needs into actionable items for developers.
• Interpret technical outputs, KPIs, and progress updates from developers and communicate them back to clients in plain language.

Commercial Alignment & Strategy

• Understand and interpret client needs through a commercial lens (business goals, customer outcomes, ROI).
• Translate commercial objectives into meaningful technical requirements for development teams.
• Help clients shape requirements around business value rather than purely technical or cosmetic detail.
• Ensure projects remain aligned with the client's strategic priorities.

Project Oversight

• Use a structured project management framework to guide delivery.
• Collaborate with developers, clients, and the CTO to prioritise tasks and manage delivery expectations.
• Monitor risks, progress, and dependencies, escalating issues when needed.
• Facilitate coordination across multiple projects and teams, switching context effectively between client accounts.

Performance & Reporting

• Track project KPIs and communicate them to clients.
• Facilitate discussions between developers and clients on delivery and performance.
• Provide timely updates on milestones, risks, and progress.

Requirements

• Proven experience in account management, client success, or project management roles in a technology or software development environment.
• Demonstrated experience with at least one recognised project management framework.
• Ability to act as translator between technical resources and non-technical clients, with a track record of simplifying complex concepts.
• Strong commercial acumen, able to frame discussions in terms of business goals, customer impact, and ROI.
• Proficiency with project/task management tools (e.g., Linear, Jira, Trello, Asana), ideally with experience in Kanban-style workflows.
• Data and reporting literacy, with the ability to read and interpret KPIs or dashboards and communicate them to clients.
• Strong organisational skills, capable of managing multiple client accounts and quickly switching between priorities.
• Excellent interpersonal and written communication skills, with the ability to represent the company professionally in client settings.
• Experience coordinating tasks, priorities, and progress across cross-functional teams.
• Ability to work collaboratively and communicate effectively with internal leadership (CTO, executives) and technical teams.

Preferred Attributes

• Familiarity with modern web development stacks, particularly Laravel (PHP) and (JavaScript).
• General understanding of software architecture and DevOps practices, including: Ubuntu server environments, DNS management and SSL certificates, Build pipelines (e.g., Jenkins), SSH and server terminals
• Experience working with Agile or Scrum frameworks, and tools such as Kanban boards (we use Linear).
• Experience in or exposure to the Australian education industry and its systems.
• Comfort with light administration of client-facing systems (e.g., HubSpot, email account provisioning/deprovisioning).
• Strong problem-solving and conflict resolution skills.
• Adaptable and able to maintain composure in fast-moving environments.

Why Join Us

At Ryoss, you'll be part of a company in its exciting growth stage where your contributions truly matter. We are a small but ambitious business with a global outlook, and we foster a culture where collaboration, adaptability, and mutual support are valued above all else.

You'll be joining an international, multicultural team where everyone looks after each other and works together to solve problems. We balance professionalism with a down-to-earth, supportive environment that encourages people to bring their full selves to work. Whether in the office or working remotely, you'll be included in our social culture, benefit from team perks, and know that your efforts are recognised.

If you want to be part of a dynamic business where you can grow, learn, and make a real impact while working with a team that values people as much as performance, Ryoss is the place for you.