Technical Account Manager

You will serve as the dedicated technical contact for assigned customers after implementation. You will understand their business processes, workflows, configurations, priorities, and use cases; provide technical consultation and optimization recommendations; and help customers adopt platform features. You will coordinate support tickets, manage complex technical issues, escalate urgent matters, analyze recurring problems, and partner with Support, Engineering, and Product to resolve them. You will run regular customer meetings, conduct release-readiness reviews, track workstreams and action items, and advocate internally for customer needs.

Responsibilities

• Serve as the dedicated technical resource for assigned customer accounts
• Partner with customer System Administrators to understand business processes, workflows, and system configurations
• Maintain familiarity with each customer’s environment, priorities, and use cases
• Provide product guidance, best practices, and technical consultation
• Translate business needs into system configuration and optimization recommendations
• Help customers understand platform capabilities, limitations, and tradeoffs
• Coordinate customer support tickets
• Manage complex technical issues and escalate critical issues
• Analyze support trends and address recurring issues
• Prepare customers for new features and upcoming releases
• Drive feature adoption aligned with customer business goals
• Run regular customer meetings to review workstreams, support status, technical needs, issues, and action items
• Advocate internally for customer needs and provide feedback to Product and Engineering

Requirements

• 3+ years of Technical Account Management or relevant workforce-management implementation and configuration experience
• Experience managing multiple stakeholders and projects with competing priorities
• Root-cause diagnostic capability for software, configuration, and user issues
• Bachelor's degree or equivalent experience
• English verbal, written, presentation, and listening communication skills
• Technical understanding of integration platforms including Workato, Dell Boomi, Jitterbit, and SnapLogic
• Workforce management consulting and integration experience
• Change management experience
• Experience in retail, hospitality, restaurant, or similar environments
• Exposure to agile software development tools including Jira, GitHub, and Jenkins

Benefits

• Health Benefits
• Paid Time Off
• Paid Holidays
• Parental Leave
• Equity
• Monthly Wellness Reimbursement
• Monthly Lunch on Legion