Senior Technical Account Manager

📋 Description

• • Own the technical relationship for a book of strategic enterprise accounts, serving as the primary escalation point for complex issues related to benefits configuration, wallet and allowance discrepancies, and payroll reporting.
• • Manage the most technically demanding customer accounts where integration complexity, scale, or system interdependencies require senior-level expertise to resolve.
• • Lead cross-employer initiatives and coordinate with Associate Technical Account Managers to ensure seamless platform delivery and proactively prevent operational issues.
• • Guide enterprise HR and benefits admins through complex technical setups, system integrations, and configuration changes via hands-on technical onboarding and training sessions for both customers and internal teams.
• • Act as a key product advocate by translating recurring customer pain points into clear, actionable insights for Product and Engineering teams, identifying patterns across incidents to address root causes and influence roadmap priorities.
• • Develop and maintain scalable technical resources including playbooks, troubleshooting guides, and documentation that become standard references for the technical account management team.
• • Coach and mentor Associate TAMs on advanced technical troubleshooting, complex problem-solving techniques, and best practices for enterprise customer engagement through real-world case supervision.
• • Contribute to defining and institutionalizing best practices in technical account management by modeling high-quality support delivery, documenting workflows, and refining internal processes to scale excellence without sacrificing personalization.
• • Serve as a bridge between customers and internal cross-functional teams—including Engineering, Product, and Customer Success—to ensure rapid, effective resolution of escalated technical challenges.
• • Proactively identify operational risks within customer environments and implement preventive measures to reduce incident volume and improve overall customer outcomes.
• • Drive customer retention and advocacy by delivering consistent, high-quality technical support that transforms enterprise admins into trusted partners and product advocates.
• • Remain deeply engaged in the technical details of the platform while simultaneously thinking strategically about team scalability, process optimization, and long-term customer success frameworks.
• • Take full ownership of end-to-end project delivery for critical customer initiatives, ensuring timely, high-quality outcomes with accountability for results.
• • Adapt quickly to evolving systems and ambiguous situations, creating clear paths forward in the absence of predefined processes.
• • Communicate complex technical concepts clearly to both technical and non-technical stakeholders across customer and internal teams.
• • Continuously evaluate and improve the efficiency of support workflows based on customer feedback, operational data, and team performance metrics.