Technical Account Manager

The Technical Account Manager at Vidizmo ensures the successful delivery of customer onboarding, implementation, and ongoing service excellence while actively supporting pre-sales and solution design activities. This role bridges the gap between sales, engineering, professional services, and customer success — ensuring solutions are sold, delivered, and supported in alignment with client expectations and Vidizmo’s product capabilities.

VIDIZMO is an AI software company headquartered in Tysons, Virginia. We build Nexus, AI Intelligence Hub, AI Live Insight and Redactor, a product family that lets an organization search, analyze, redact and act on its unstructured data, where video, audio, images, documents and text are treated as equal first-class sources rather than one format with the rest bolted on. More than 100 customers run VIDIZMO in production across public safety and justice, government, healthcare, financial services, education, legal, manufacturing and energy, and much of that installed base runs on premises, in air-gapped environments, or in FedRAMP High environments through our hosting partners, on a CJIS Security Policy-aligned architecture.

We are an independent software vendor. We build and support the software, and the channel sells it, with qualified partners also installing, delivering and supporting deployments for their own clients. That model shapes almost every role here: the people we hire spend their time making partners and customers successful rather than pushing paper through a direct sales funnel.

AI Output Verification & Accountability (Required Competency)

The candidate must be capable of effectively using AI tools (e.g., Claude, ChatGPT, Copilot, or similar) to support work outputs such as content, analysis, documentation, or code. However, the candidate must also demonstrate strong judgment and ownership of the final deliverables. AI-generated output must never be treated as final without review. The candidate is expected to validate accuracy, completeness, logic, compliance, and alignment with business requirements, and refine AI-assisted work to meet the expected quality standards. The individual will be held accountable for the final output, regardless of whether AI tools were used during execution.

Key Responsibilities:

• Responsibility for reviewing and validating AI-generated outputs
• Ownership of final deliverables, regardless of AI assistance
• Ability to critically evaluate AI results and ensure they meet defined requirements
• Accountability for accuracy, quality, and compliance
  

1. Delivery Leadership & Project Management

• Lead and coordinate end-to-end implementation of Vidizmo solutions (e.g., AI Intelligence Hub, EnterpriseTube, Digital Evidence Management, Redactor).
  
• Define project plans, milestones, scope, deliverables, roles, and responsibilities aligned with customer expectations and contract terms.
• Manage cross-functional delivery teams including solution architects, engineers, data specialists, and support staff to meet timelines and quality standards.
• Monitor project progress, risks, issues, and dependencies; escalate and resolve roadblocks to ensure successful delivery.

2. Service Delivery Excellence

• Act as the primary point of contact for customers during delivery, ensuring consistent communication, reporting, and escalation management.
• Oversee service performance, service quality metrics, SLAs, and customer satisfaction goals.
  
• Drive continuous improvement initiatives to optimize delivery workflows, documentation, and operational processes.
• Coordinate with support and customer success teams to ensure smooth post-go-live transitions and ongoing service management.

3. Pre-Sales & Solution Consulting

• Support the sales team during pre-sales cycles by providing technical consulting, solution scoping, and implementation planning.
  
• Conduct discovery calls with prospects to translate business requirements into solution blueprints, implementation estimations, TCO analyses, and risk assessments.
• Assist in preparing technical and commercial proposals, Statements of Work (SOWs), and customer deliverable plans.
• Participate in customer presentations and demos to showcase Vidizmo’s AI-powered capabilities and implementation approach.
• Provide feedback on product feasibility, customization possibilities, and integration strategies based on customer requirements.

4. Stakeholder Engagement & Communication

• Serve as a liaison between sales, product management, engineering, and professional services to align expectations and delivery outcomes.
• Facilitate internal kick-offs, project steering calls, and project review meetings.
• Maintain clear documentation and status updates for executives, customers, and delivery teams.

5. Customer Success Enablement

• Track customer satisfaction and identify upsell, cross-sell, and expansion opportunities in collaboration with account managers.
• Help develop best practices, templates, and playbooks to standardize delivery and customer interactions.
• Train internal stakeholders on service delivery best practices and customer insights gathered from implementations.

Core Qualifications & Skills

• 5+ years of experience in SaaS, AI/data analytics, cloud/enterprise software, or related technology environments (enterprise clients/government strongly preferred).
• Understanding of AI/ML concepts (LLMs, RAG), data platforms, APIs, and integration challenges typical with multimodal data solutions.
• Proven track record in technical pre-sales, solution scoping, workshops, or proposal development.
• Excellent written/verbal communication, presentation, and stakeholder management skills.
• Familiarity with Agile delivery methodologies, risk management, and SLAs.
• Strong client engagement skills with an ability to build and maintain trusted advisor relationships.

Preferred Skills

• Certifications in Project Management (PMP, PRINCE2), ITIL, or cloud technologies (Azure/AWS).
• Experience working with regulated industries such as government, healthcare, legal, or financial services.
• Understanding of data security and compliance frameworks (ISO 27001, HIPAA, CJIS, GDPR, etc.).
  

Multiple Locations: Pakistan, India, UAE, Australia, Canada & USA

Benefits: Health Insurance (OPD/IPD), Daily Lunch Facility, Separate Maternity Cover, Leave encashment, Car Support Program, Referral Bonus, EOBI, Bi-Annual Increment. Provident Fund, Career Growth, Bonus (benefits vary based on location)