Technical Account Manager (TAM)

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

Support ticket status and analysis

New questions and technical needs

Open and prioritized issues

Action items and next steps

Serve as a trusted consultant, ensuring alignment between customer goals and platform usage

Advocate for customer needs internally and provide feedback to Product and Engineering teams

You will do well in this role if you…

become a trusted advisor to customers, hyper-focused on quality and successful adoption

always strive to provide exceptional customer experience

are technical-focused with analytical and problem-solving skills while able to describe technical configurations to non-technical audiences

build positive relationships with peers while working remotely with others across geographies and cultures

listen continuously, learning from others and leveraging input

possess unquestionable integrity, credibility, and character proactively