Embedded Technical Account Manager (Remote)

Role overview This is an embedded technical account management role supporting one of the largest public safety organisations in the Netherlands. The position combines technical consulting, customer advocacy, and hands-on product expertise, with the manager working alongside a delivery partner inside the customer's operational environment. The focus is on maximising adoption, reducing operational risk, and helping the customer extract measurable value from a complex technology ecosystem that includes connected hardware, evidence-management software, and an evolving platform.

Responsibilities - Serve as the primary technical point of contact across the customer's ecosystem, maintaining deep knowledge of current and expanding product deployments. - Act as the main technical liaison between the customer, an external delivery partner, and internal teams, balancing relationships and preserving trust on all sides. - Build durable relationships with executive sponsors, programme owners, operational commanders, IT leadership, system administrators, and frontline users. - Join operational, technical, governance, and strategic meetings, ensuring alignment between customer, partner, and internal stakeholders. - Lead technical guidance through deployment planning, configuration, integration, go-live readiness, expansion projects, and ongoing adoption support. - Own technical escalations, coordinating complex issues across support and engineering while keeping customer stakeholders informed. - Run proactive technical health reviews, platform optimisation sessions, architecture discussions, and operational readiness assessments. - Prepare customer teams for new hardware, firmware, software, and platform releases before production rollout. - Coordinate success planning, roadmap reviews, KPI tracking, and regular business reviews tied to operational outcomes. - Develop and maintain documentation such as solution diagrams, runbooks, deployment records, and knowledge-transfer materials.

Requirements - Fluent Dutch plus professional-level spoken and written English. - Dutch citizenship, required for security clearance. - Five or more years in technical account management, customer success, solutions engineering, professional services, technical consulting, or a comparable customer-facing technical role. - Demonstrated experience managing long-term enterprise relationships within large, complex organisations. - Background working with government, public safety, law enforcement, defence, or other highly regulated industries. - Working knowledge of enterprise networking (TCP/IP, routing, switching, DNS, DHCP, VPNs, firewalls, connectivity troubleshooting). - Familiarity with SaaS platforms, cloud applications, APIs, identity management, authentication, and enterprise software administration.

Nice to have - Experience embedded within a customer organisation while coordinating with cross-functional internal teams. - Comfort operating independently in politically sensitive environments with strong stakeholder management skills.

Benefits and work setup - Fully remote role based in the Netherlands, with occasional on-site customer visits typically limited to about one day per week.