Technical Account Manager

Position summary

The Technical Account Manager (TAM) at Janison is a trusted technical advisor to our enterprise and government clients. You are responsible for ensuring clients successfully implement, adopt, and continuously realise value from Janison’s online assessment solutions across the full customer lifecycle, from implementation and high-stakes test delivery through to renewal and expansion. This role combines deep product and technical knowledge with strong relationship and consulting skills. You will serve as the primary technical contact for a portfolio of customers, owning technical event readiness plans, managing complex events and incidents, and proactively identifying opportunities to improve stability, usability, and outcomes. This demands a solutions-oriented mindset, autonomy, and a customer-centric approach.

You will work closely with Implementation, Technical Account Management, Sales, Product, Support, and Development teams to:

• Align our platform with client business and technical requirements.
• Reduce operational risk around critical assessment events and implementations.
• Drive adoption of Janison capabilities to deliver measurable value for our customers.

This is a hands-on role that requires flexibility. You’ll be providing critical support during key test delivery periods, which may be outside core business hours, and may require occasional travel for high-stakes assessments.

Duties & responsibilities

1. Customer Relationship & Technical Advocacy

• Own a portfolio of assigned customers as their primary technical contact for Janison’s assessment solutions.
• Build strong relationships with technical and operational stakeholders, becoming a trusted advisor on assessment delivery, integrations, and platform best practice.
• Create and maintain Event Readiness Plan for each key account.
• Lead or contribute to regular service reviews (QBRs) covering platform performance, roadmap, risks, and opportunities.

2. Implementation & Integrations

• Work with new and existing customers to design and configure their Janison environments, including authentication, roles permissions, data flows, and integrations.
• Coordinate technical configuration activities for implementation and major change projects (e.g., new features, new assessment events, major releases, sanity test etc).
• Support and sometimes lead technical aspects of integrations, such as SSO, LMS integration, data feeds, APIs, Remote Proctoring Solutions and webhooks, partnering with internal specialists where required.
• Ensure technical readiness before go-live, including configuration reviews, testing, and runbooks.

3. Assessment Event Planning & Delivery

• Act as the technical owner for assigned high-stakes or complex assessment events.
• Work with customers to plan and execute event readiness activities, including environment validation, candidate / user access checks, load testing where applicable, and contingency planning.
• Coordinate internal teams to prepare and execute event readiness tasks, ensuring clear roles, escalation paths, and communication channels.
• Provide real-time monitoring and communication during live events, sharing updates with the client and internal stakeholders and managing expectations.
• Conduct post-event reviews, including incident/root cause analysis and recommendations for process or configuration improvements.

4. Technical Support, Incident & Problem Management

• Take ownership of critical and high-impact incidents for assigned customers, coordinating Support and Development teams to ensure timely diagnosis and resolution.
• Ensure clients are using the correct support channels and educate them on efficient ways to raise, prioritise, and track issues.
• Monitor incident trends and recurring issues and work with Product/Development to drive problem management and long-term fixes.
• Maintain accurate, up-to-date records of client interactions, decisions, and technical configurations in Janison systems.

5. Adoption, Enablement & Value Realisation

• Proactively identify feature gaps in usage and opportunities for customers to adopt more of the Janison platform to meet their goals.
• Act as a subject matter expert on new technologies, including learning and helping clients implement JAI (Janison’s AI authoring tool) to optimise their assessment production.
• Deliver or coordinate training, knowledge-sharing, and documentation (e.g., playbooks, how-to guides, FAQs) to improve client self-sufficiency and reduce reliance on reactive support.
• Use product analytics and customer feedback to surface value stories, highlighting measurable benefits (e.g., reduced admin effort, improved event resilience, better candidate experience).
• Partner with Sales and Support to identify upsell and cross-sell opportunities where additional services/products will add real value.

6. Continuous Improvement & Internal Collaboration

• Provide structured feedback to Product and Development on customer needs, pain points, and enhancement requests, helping to shape the roadmap.
• Contribute to building and maintaining internal playbooks, runbooks, and best-practice guides for implementation and event delivery.
• Mentor junior TAMs or implementation specialists by sharing domain knowledge, best practice, and lessons learned.
• Champion continuous improvement in processes, tools, and automation across the Implementation and Technical Account Management function.

About Janison

Janison exists to transform the way people learn. Our team of educators, technologists and change agents empower teachers, students, accreditation bodies and governments to achieve meaningful educational outcomes by measuring knowledge and progress.

Founded 25 years ago, we are an Australian-owned edtech pioneer delivering more than 6.5 million assessments annually in 117 countries. Our technology supports our commitment to equity and accessibility for all.

Why Janison?

As a finalist in the 2023 Wrk+ Great Place to Work Awards, we are delighted to offer you a fun and inclusive workplace environment, plus:

• Access to our Employee Share Ownership Program. We will match your shares of up to $2,000 per year
• A 5th week of annual leave (conditions apply) and a day off on your birthday
• Parental leave benefit including paid leave, continued Super contributions and more
• A day off each year to volunteer with a community-based organisation dear to your heart
• Annual pay review and bonus program
• A focus on virtual engagement and inclusivity to support our distributed workforce across the globe
• A focus on development and upskilling opportunities (if that’s what you’re after)

For a glimpse into Janison’s culture and to see our regular employee updates, follow our channel on LinkedIn. We’d love for you to be part of our community!