Technical Account Manager

About the role

The Technical Account Manager (TAM) is the dedicated technical owner for a portfolio of Automate customers within the Automate Care program. TAMs combine hands-on technical support ownership with proactive customer engagement to ensure stable environments, strong platform adoption, and long-term customer success. TAMs serve as the primary technical point of contact for their assigned accounts, managing support cases while providing guidance on best practices, platform optimization, and automation growth opportunities.

Responsibilities

• Manage technical support cases for assigned customers from intake through resolution, including troubleshooting, diagnosis, and coordination with escalation teams when necessary
• Communicate case progress clearly with customers and maintain accurate documentation of technical findings and resolution steps
• Identify requests that exceed standard support scope and coordinate referrals to sales when implementation assistance is required
• Conduct proactive customer engagements based on account tier, including environment health reviews and strategic discussions focused on improving platform stability and adoption
• Monitor account health indicators such as recurring issues, declining usage, or operational challenges and communicate risks internally when appropriate
• Provide best practice guidance to help customers optimize their use of the Automate platform and identify opportunities for expanded automation initiatives
• Represent customer needs internally by communicating feedback, risks, and improvement opportunities to cross-functional teams

Qualifications

• 3+ years of experience in a technical customer-facing role such as Technical Support Engineer, Solutions Engineer, Technical Consultant, Implementation Engineer, or Technical Account Manager
• Strong troubleshooting and diagnostic skills supporting enterprise software platforms or complex technical environments
• Experience working directly with customers to resolve technical issues and communicate solutions clearly
• Ability to explain complex technical concepts to both technical and non-technical audiences
• Strong organizational skills with the ability to manage multiple customer accounts, issues, or projects simultaneously
• Ability to collaborate effectively with cross-functional teams including Engineering, Product, Sales, and Professional Services
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field or equivalent professional experience

Pay

65,000 USD - 80,000 USD

Benefits

• Health, dental, and vision coverage as of hire
• Immediate enrollment in 401(k), HSA, and FSA plans
• Flexible PTO policy
• Tuition and personal enrichment reimbursement
• Option to enroll in ID Theft Protection Program

This response is AI-generated, for reference only.