Technical Account Manager

Location:

Remote working within Australia (ideally based out of Sydney, Melbourne or Brisbane)

Role Summary:

Lightning Visuals is looking for a Technical Account Manager (TAM) to take ownership of our customer relationships post-sale and manage the ongoing setup, configuration, and operational success of our broadcast graphics software deployments. This is a customer-facing role that requires skills in technology and client services and is central to how we deliver value to our customers day-to-day.

As the TAM you will be the primary point of contact for a portfolio of customers, handling inbound requests, coordinating with internal teams, and proactively identifying opportunities to improve each customer's implementation.

Lightning Visuals is a small, close-knit team. The TAM will work directly alongside the Sales Director and Software Development Manager and will need to develop effective working relationships with both.

Duties and responsibilities:

Customer Relationship Management

• Serve as the primary day-to-day contact for an assigned portfolio of customers
• Build and maintain strong, trusted relationships with key stakeholders at customer organisations
• Own the success of customer broadcast graphics systems
• Manage customer expectations proactively, communicating timelines, constraints, and progress clearly
• Conduct regular check-ins and reviews with customers to ensure ongoing satisfaction and identify emerging needs

Implementation & Technical Support

• Triage and manage incoming customer requests, distinguishing between configuration tasks, product issues, and development requirements
• Coordinate the delivery of customer change requests, tracking progress and communicating updates
• Work with the Software Development Team to scope and prioritise customer-driven development requirements
• Maintain documentation of customer configurations, workflows, and outstanding items
• Some weekend/OOH support work may be required

Internal Coordination & Escalation

• Act as the internal voice of the customer, clearly translating requirements into actionable briefs for the development team
• Liaise between the sales function and software development to ensure customer commitments are deliverable and tracked
• Escalate technical issues appropriately and follow through to resolution
• Drive internal process improvements for handling customer requests and support issues

Skills & Experience

Essential

• Demonstrated experience in a customer-facing technical role as a Technical Account Manager, Implementation Consultant, Solutions Engineer, or similar
• Strong technical aptitude with the ability to understand the configuration of complex software products without requiring developer-level coding skills
• Excellent communication skills; able to translate technical concepts for non-technical stakeholders and vice versa
• Proven ability to manage multiple concurrent customer accounts or projects, with strong organisational and follow-through habits
• Experience working in or alongside a software development environment, with an understanding of how software delivery works
• Self-directed and comfortable operating with a high degree of autonomy in a small team

Desirable

• Familiarity with broadcast, media, or live production environments
• Experience with broadcast graphics, playout systems, or similar technology is a significant advantage
• Exposure to project coordination or lightweight project management practices
• Experience working with CRM tools, ticketing systems, or customer request tracking platforms
• An understanding of software product development cycles and how to work effectively with development teams

Benefits:

✓      Small team, large career growth opportunity

✓      Enhanced role flexibility in terms of work location and hours

✓      Competitive salary and benefits package

✓      Opportunity to work on challenging and interesting projects

✓      Collaborative and supportive work environment

✓      Chance to make a real impact on the company's products and services

About Lightning Visuals:

Lightning Visuals is a growing technology business based in Sydney, Australia which is focused on harnessing the power of data and broadcast graphics to drive engagement with viewers of racing and other live sports and television events. We offer a unique cloud-based solution that optimally collates, processes and presents real time data, information and content which is directly relevant to our customers and their underlying stakeholders. We pride ourselves on being innovative and have strong ambitions to broaden our data analytical offering, further enhancing the insights and visuals we can bring to live sports and television. We currently provide live broadcast graphics for sports including horse racing, football, golf, motorsport, cycling, marathons, surfing, skateboarding and boxing as well as TV entertainment shows, game shows and award shows. 

Our values:

• We operate with integrity: we are honest, professional and ethical in our dealings with everyone, and we build trust with our customers, partners, and colleagues
• We are action-oriented: we have a “can do” attitude and expect everyone to “roll up their sleeves”. We proactively deliver on our commitments to the best of our ability
• We are innovative: we are always looking for new ways to improve our products and services. We encourage creativity and we are not afraid to experiment and try new things
• We are team players: we believe that great things are accomplished when people work together. We foster a collaborative, respectful and supportive work environment where communication is paramount
• We take pride in our work: we believe that quality is essential to our success and strive for excellence in everything we do. We celebrate our successes and are resilient when we encounter challenges