Technical Account Manager

You will serve as the dedicated technical contact for assigned customer accounts and act as a trusted partner for technical guidance, system optimization, and issue coordination after implementation. You will understand customer workflows and configurations, recommend optimizations, coordinate complex support issues, prepare customers for releases, drive feature adoption, and align platform usage with customer goals.

Responsibilities

• Serve as the dedicated technical resource for assigned customer accounts
• Partner with customer System Administrators to understand business processes, workflows, and configurations
• Maintain familiarity with customer environments, priorities, and use cases
• Provide product guidance, best practices, and technical consultation
• Translate customer needs into configuration and optimization recommendations
• Coordinate customer support tickets and manage complex technical issues
• Escalate critical issues and partner with Support, Engineering, and Product teams
• Analyze support trends and address recurring issues
• Prepare customers for product releases through testing and configuration reviews
• Drive feature adoption aligned with customer business goals
• Run regular customer meetings to review workstreams, ticket status, technical needs, issues, and action items
• Advocate for customer needs and provide feedback to Product and Engineering teams

Requirements

• 3+ years of Technical Account Management or relevant experience implementing and configuring workforce management solutions
• Experience managing multiple stakeholders and projects with competing priorities
• Strong root cause diagnostic capabilities
• Bachelor's degree or equivalent experience
• Exceptional interpersonal and English communication skills
• Technical understanding of integration platforms such as Workato, Dell Boomi, Jitterbit, and SnapLogic
• Workato experience is preferred
• Workforce management consulting and integration experience is preferred
• Experience managing changes for business growth while minimizing disruption is preferred
• Experience in retail, hospitality, restaurant, or related industries is preferred
• Exposure to agile software development tools such as Jira, GitHub, and Jenkins is preferred

Benefits

• Health benefits
• Paid time off
• Paid holidays
• Equity
• Monthly wellness reimbursement
• Meal vouchers