This role is for one of our clients
The Technical Account Manager (TAM) serves as the technical backbone of our client journey. You will bridge the gap between our Implementation and Customer Success teams, focusing primarily on the backend technical architecture of the implementation process. You will ensure that data, integrations, and platform configurations are handled with precision from day one.
Beyond implementation, you will act as a dedicated technical resource for the CS team, assisting with platform setups, challenge configurations, and data-driven reporting to ensure long-term client success.
What You'll Do
- Backend Implementation:
- Manage complex project timelines, ensuring all milestones are met and technical integrations are completed on schedule.
- Manage technical workstreams including SSO configurations (Azure, Okta), API integrations, and HRIS data syncs.
- Ensure all integrations (MS Teams, Slack, Zoom) are configured correctly and tested thoroughly before go-live.
- Partner with Implementation Managers to translate client requirements into backend configurations.
- Troubleshoot and resolve technical hurdles during the Go-Live phase.
- CS Technical Support:
- Serve as the primary technical point of contact for the CS team for complex platform needs.
- Lead the backend setup of client wellness challenges, ensuring tracking and rewards are correctly configured.
- Manage technical platform updates and configuration changes for existing enterprise accounts.
- Reporting & Analytics:
- Own the extraction and delivery of client reports, providing insights into engagement and ROI.
- Develop custom reporting templates when standard exports do not meet specific client needs.
- Maintain absolute data integrity across all reporting systems.
Requirements
- Experience: 3+ years in a Technical Account Management, Implementation, or Technical Support role within SaaS.
- Technical Proficiency: Strong proficiency in SSO, APIs, data management, and Excel/reporting tools.
- Project Management: Proven ability to manage complex technical workstreams and timelines for multiple enterprise-level launches simultaneously.
- Communication: Ability to explain complex technical concepts to non-technical stakeholders and clients.
- Proactive Mindset: A fixer who not only resolves current issues but builds processes to prevent future ones.
What You'll Bring
- Exceptional Organization: Proven ability to manage multiple high-stakes projects simultaneously without losing sight of the details.
- Resilience: Ability to work well under pressure and maintain a calm, professional demeanor while meeting tight deadlines.
- Technical Background: Experience working with SaaS integrations and a strong understanding of technical product ecosystems.
- Analytical Storytelling: The skill to look at engagement trends and provide technical recommendations that help the CS team optimize client challenges and programs.
- Communication Skills: Excellent verbal and written communication skills to bridge the gap between technical teams and client stakeholders.
