Technical Account/Delivery Manager
Summary
Senior advisory role owning the technical health and escalations of emagine's largest strategic B2B clients in Stockholm. Acts as incident lead for Sev1/Sev2 events, maintains a technical blueprint per account, defines the account-health and escalation playbook, and partners with Customer Success on QBRs.
Start date: ASAP
End date: 2026/12/31 with possible extension
Location: On-site in Stockholm 5 days a week
This is the most senior seat on the advisory ladder - the person our largest clients rely on when the stakes are highest. In this line of work, trust is earned the hard way: deadlines are fixed, data is sensitive, and clients expect us to meet the same standard of care they hold themselves to. Part technical advisor, part incident lead, part operating model owner, you're responsible for the technical health of our most complex client relationships and you set the playbook the rest of the function follows.
What you'll do
Own the relationship: Be accountable for the technical health and escalation outcomes of our Strategic Accounts, acting as their main point of contact for continuity and escalation, while monitoring usage and adoption signals to stay ahead of risk.
Lead through a crisis: Serve as incident lead for Sev1 and Sev2 events - owning coordination, client communication, and the path to resolution. Treat post-incident reviews as opportunities to rebuild trust and feed the product roadmap, not just a box to check.
Set the standard: Define and maintain the escalation criteria, account-health framework, and cross-team processes the function relies on. Build systems that create consistency, rather than depending on individual effort.
Maintain the Technical Blueprint: Keep a single source of truth for each account - covering data setup, integrations, security and compliance considerations, and workflow context. Carry technical knowledge forward from implementation into the ongoing relationship so nothing gets lost, and the whole account team can depend on it.
Drive adoption and enablement: Lead technical reviews and enablement sessions that deepen product usage, surface new value, and keep clients up to date on the platform.
Partner proactively: Collaborate with Engagement Managers (Customer Success function) on Quarterly Business Reviews that connect technical health to business outcomes.
Coordinate escalations: Align Platform Consultants and the Technical Platform Expert around one resolution path, retaining client-facing ownership while root-cause work happens in parallel.
Stay close to the ground truth: Own the highest-stakes cases in the L2 queue for your assigned Strategic Accounts, and act as the escalation point for Platform Consultants before an issue reaches the Technical Platform Expert - keeping you close to the real state of each account.
What you bring
Experience owning strategic, high-value B2B accounts and keeping clients confident even when things go wrong.
A track record of leading incident response or major escalations under pressure, from start to finish.
The ability to communicate with executives as clearly as with engineers - confirmed facts, explicit trade-offs, named owners, and no speculation dressed up as certainty.
A builder's mindset: you create frameworks, not workarounds, and you raise the bar for those around you.
A background in AI or a regulated professional-services domain is a strong plus.