Technical Account Manager @ Wavefront Software

About the role

This is an intentionally broad role - relationship management, technical fluency, ticket triage, change-order scoping, and internal coordination all live in the same job.

Responsibilities

• Own post-implementation relationships, guiding customers through ongoing updates, support, and evolving needs across their LIMS environment
• Be the primary liaison between customers and internal teams, translating requirements into actionable work across product, development, training, and reporting
• Drive adoption and account health, executing success plans, aligning on roadmaps, and ensuring customers are getting measurable value from the platform
• Triage and manage support tickets, prioritizing issues, communicating status, and ensuring timely resolution while identifying trends that signal broader issues
• Scope and coordinate change orders, defining requirements, estimating work, and partnering with internal teams to deliver on time and within scope
• Provide technical guidance and solution design, becoming fluent in product configuration and advising customers on how to solve complex operational challenges
• Identify expansion opportunities, partnering with leadership to grow accounts as customer needs evolve

Requirements

• A 4-year degree in a science or technical major
• Laboratory environment and LIMS experience is a strong plus
• Clear, confident communication – able to work directly with customers across a wide range of technical and organizational contexts
• The ability to translate real-world workflows into system configurations, especially when requirements are still taking shape
• Technical curiosity and aptitude – comfort learning a complex, configurable software platform and how it maps to laboratory operations
• Strong organization and documentation habits, particularly when balancing multiple accounts, tickets, and change requests
• Sound judgment in prioritization, including when to escalate urgent issues versus working through solutions independently
• Adaptability across different customer facing environments – from small labs to large organizations with layered decision-making
• A proactive, self-directed approach suited to a remote, low-oversight environment

Qualifications

• Strong candidates typically have strength in at least one of these areas and have the ability to learn the rest

Skills

• Technical fluency
• Ticket triage
• Change-order scoping
• Internal coordination
• Relationship management
• Technical guidance and solution design

Benefits

• Starting salary in the $65,000 - $90,000/yr range
• Generous 401k contributions
• Paid holidays + 15 days Paid Time Off
• Medical, dental & vision insurance with PPO and HSA options
• Health Savings Account with matching up to $750/year
• Basic Life, Short-term & Long-term Disability insurances are all company-paid!
• Pets are family too, and we have a group insurance plan available and reimburse towards your premiums

Pay

• Starting salary in the $65,000 - $90,000/yr range

Schedule

• Remote role (open to residents of Ohio/Idaho/Indiana/New York/South Dakota or Virginia), with the option for hybrid flex space if you are located near Dublin, Ohio