Technical Account Manager (TAM)
Remote, Mexico
As a Technical Account Manager (TAM), you will work closely with our customers, build relationships with them, help them achieve their technical goals, and overcome technical challenges.
The Technical Account Manager (TAM) serves as a trusted technical partner to customers, acting as the primary point of contact for technical guidance, system optimization, and issue coordination after implementation. The TAM works closely with customer System Administrators and internal teams to understand business processes, ensure effective system configuration, and help customers maximize value from the platform.
Key Responsibilities
Named Technical Contact
- Serve as the dedicated technical resource for assigned customer accounts
- Partner with customer System Administrators to understand business processes, workflows, and system configurations
- Maintain deep familiarity with each customer’s environment, priorities, and use cases
Product Expertise & Consultation
- Act as a product expert, providing guidance, best practices, and technical consultation
- Translate customer business needs into system configuration and optimization recommendations
- Support customers in understanding platform capabilities, limitations, and tradeoffs
Issue Facilitation & Support Oversight
- Provide oversight and coordination for customer support tickets
- Own or directly manage highly technical or complex issues as needed
- Effectively escalate critical and urgent issues, partnering with Support, Engineering, and Product teams to drive resolution
- Analyze support trends and proactively address recurring issues
Readiness & Enablement Management
- Ensure customers are prepared for and leveraging new product features
- Conduct Release Readiness Reviews to prepare customers for upcoming releases, including testing, configuration changes, and process impacts
- Partner with customers to drive feature adoption aligned to their business goals
Trusted Advisor & Relationship Management
- Run a regular cadence of customer meetings to review:
- Open workstreams and initiatives