Technical Account Manager

Technical Account Manager

About the Role

We are seeking a Technical Account Manager to act as the bridge between our customers and our internal Sales, Customer Success, Support, and Engineering teams. This hybrid role combines pre-sales technical consultation, solution design, post-sales onboarding and adoption, and technical troubleshooting for customers.

You will work directly with customers' technical and operational teams to design and implement integrations with our APIs, webhooks, and data sync tools—enabling them to get the most value from our platform. You'll be the trusted technical advisor who can translate business goals into effective solutions, ensuring a smooth and consistent customer experience from first contact through long-term success.

Key Responsibilities

Sales Support (Pre-Sales Enablement):

1. Partner with Account Executives during discovery to understand customer needs and technical requirements
2. Design and present tailored technical solutions, data mapping strategies, and proof-of-concepts (POCs), with or without Engineering support
3. Demonstrate API endpoints, webhook events, authentication flows, and data formats to prospect teams
4. Address integration-related objections and ensure technical feasibility of proposed solutions
5. Collaborate with Sales on solution pricing, scope definition, and proposal development
6. Communicate and document all pre-sales technical discussions, decisions, and open questions

Customer Success Support (Post-Sales Adoption & Value, Ops):

1. Scope and lead technical onboarding and configuration in partnership with the CSM and Engineering support
2. Develop best-practice guides, configuration recommendations, and training resources for customers
3. Monitor technical health metrics and usage patterns to proactively address risks
4. Participate in Executive Business Reviews (EBRs) or regular technical check-ins to review performance and identify optimization opportunities
5. Advocate for customer needs internally, influencing roadmap priorities
6. Identify operational inefficiencies in the CS workflows and propose scalable solutions via integrations between CS tools

Support Collaboration (Technical Escalation & Resolution):

1. Serve as an escalation point for complex technical issues that require deeper expertise
2. Partner with Support to investigate, troubleshoot, and resolve high-priority incidents
3. Provide structured feedback to Product and Engineering on recurring customer issues
4. Document solutions, workarounds, and technical configurations in the Knowledge Base

Required:

• Proven experience as a Technical Account Manager, Solutions Engineer, or Implementation Specialist for B2B SaaS product / platform
• Solid understanding of APIs, authentication methods and webhooks
• Experience with JSON, XML, CSV data formats, and transforming data between systems
• Hands-on experience working with customers on system integrations involving common business or data platforms
• Solid experience with automation and integration tools (e.g., Zapier, Workato, or custom scripts)
• Experience with CRM and CS platforms (eg. Hubspot, Salesforce)
• Comfort with reporting/BI tools (e.g., Metabase, Looker, or similar) for building customer health and performance dashboards
• Excellent written and verbal communication skills, able to explain complex concepts to both technical and non-technical stakeholders
• A problem-solving mindset with a focus on finding solutions rather than defaulting to "no."

Nice-to-Have:

• Experience in logistics or supply chain
• Familiarity with SQL for querying databases or powering Metabase dashboards.
• Familiarity with event-driven architectures and asynchronous processing
• Basic scripting skills (e.g., Python, JavaScript) for quick prototyping or data validation