Technical Account Manager

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Establish robust relationships with customer IT administrators, technical leads, system owners, Resource Management professionals, and other vital stakeholders.

• Gain a comprehensive understanding of customers’ business goals, operational models, and resource management issues.

• Assist customers in fully utilizing Dayshape capabilities and best practices.

• Contribute to strategic account reviews aimed at value realization and business outcomes.

• Identify opportunities to enhance resource management maturity and operational efficiency.

• Engage in account planning, QBRs/EBRs, and customer governance activities.

• Collaborate with Customer Success and the commercial team to identify expansion or product cross-sell opportunities.

• Act as a trusted technical advisor for a designated portfolio of strategic customers.

• Acquire in-depth knowledge of customer Dayshape environments, configurations, integrations, data flows, and technical dependencies.

• Provide guidance on Dayshape configuration, workflows, integrations, upgrades, and environment usage.

• Conduct customer health workshops and evaluate customer health metrics, adoption trends, and operational data.

• Assist customers through organizational transitions, adoption of new features, and changing operational models.

• Perform technical discovery and translate customer requirements into feasible solutions.

• Collaborate with Customer Success Managers on account strategy, renewal readiness, and risk mitigation.

• Contribute to customer communities, forums, and initiatives focused on knowledge sharing.

• Identify requirements that could benefit from additional Professional Services.

• Define the scope for consulting, configuration, integration, optimization, and technical engagements with Professional Services.

• Analyze recurring support trends to uncover underlying technical or configuration issues.

• Coordinate Dayshape technical resources when specialized expertise is necessary.

• Highlight customer insights, challenges, and emerging trends.

• Enhance internal comprehension of customer workflows, priorities, and business processes.

• Manage enhancement requests and influence product direction through customer experiences.

• Provide context regarding customers and their environments to Support teams.

• Collaborate with Support on complex issues and assist in achieving long-term resolutions.

• Integrate lessons learned from significant issues into customers’ technical strategies.

⛳️ Requirements

• Experience in Technical Account Management, Solutions Consulting, or a similar customer-facing technical position.

• Experience working with complex enterprise SaaS customers.

• Familiarity with workforce planning, resource management, project staffing, PSA, ERP, HCM, or scheduling solutions.

• Strong understanding of SaaS platforms, integrations, APIs, data flows, and enterprise technical environments.

• Solid understanding of database concepts and data relationships, ideally with some experience in using SQL to troubleshoot issues.

• Basic JavaScript skills for configuring and resolving workflow issues.

• Strong analytical and technical problem-solving abilities.

• Capability to translate business requirements into technical solutions.

• Excellent communication and stakeholder management skills.

• Ability to effectively communicate with technical stakeholders and senior business leaders.

• Strong organizational skills with the capacity to manage multiple strategic customers.

• Experience working collaboratively across various functions including Customer Success, Support, Product, Engineering, and Sales.

• Commercial awareness and the ability to identify opportunities for additional services and solutions.

• Background checks required for the successful candidate.

• Bonus: Experience with Dayshape software.

• Bonus: Understanding of or experience with Resource Management in Professional Services firms.

• Bonus: Experience supporting accounting, consulting, tax, or advisory firms.

• Bonus: Familiarity with professional services reporting and customer health metrics.

• Bonus: Experience driving organizational change, adoption programs, or value realization initiatives.

• Bonus: A first-class degree in Maths, Engineering, or a related field.

🏝️ Benefits

• 31 days of vacation per year, including public holidays, increasing by 1 day each year up to a maximum of 38 days.

• Paid four-week sabbatical in your fifth anniversary year in addition to your holiday entitlement.

• Comprehensive medical, dental, and vision coverage.

• Disability and life insurance.

• 401k plan with employer matching.

• At least $1,400 annually for professional and personal development.

• Regular All Hands meetings for inspiration and open communication.

• Monthly team events (occasionally in-person, sometimes virtual).

• Volunteering time – up to 20 hours each year to engage in volunteer activities.

• Flexible working hours.

• Remote work opportunities in the US.

• A team of genuinely nice, intelligent individuals who are enthusiastic about growing our company.