Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the complete technical onboarding process for new customers and resellers, which includes API integration, sandbox setup and testing, configuration, user provisioning, prompt configuration, and support during go-live.

• Identify and resolve technical and procedural gaps that may hinder onboarding success.

• Conduct onboarding and training sessions for end users.

• Lead the development of AI prompt engineering workflows and adjudication design tailored for enterprise configurations.

• Streamline the time-to-first-order by managing client technical checklists.

• Create onboarding documentation and self-service setup guides.

• Establish effective deployment processes for Fama solutions within customer organizations.

• Collaborate with HR, Employee Relations, Talent Acquisition, Security, Legal, Privacy, Compliance, and other stakeholders.

• Map out screening processes and design new workflows.

• Convert customer technical and business requirements into actionable Fama items and outcomes.

• Act as the go-to product expert for configuration, use cases, deployment, integration, and troubleshooting.

• Assist sales representatives and account owners in technical discussions with resellers, customers, and prospects.

• Lead IT and security-related questionnaires and technical pre-sales discussions.

• Support customers and resellers in configuring AI models.

• Serve as the main technical escalation point.

• Triage, investigate, and resolve technical issues while coordinating with engineering and product teams.

• Monitor escalation patterns to identify systemic issues.

• Create pre-sales support and technical escalation materials along with maintaining knowledge bases.

⛳️ Requirements

• A minimum of 6 years' experience in technical account management, implementation, solutions engineering, or a technical support role.

• Ideally experienced in API/integration work along with the setup and configuration of AI solutions.

• Proven expertise in AI prompt engineering for user empowerment, precision, task adaptability, output quality, risk mitigation, and error reduction.

• Experience utilizing AI for troubleshooting technical issues.

• Functional experience in deploying process optimization techniques and analyzing/improving processes.

• Knowledgeable in API testing and development, authentication, database management, business intelligence, and programming languages.

• Proficient in using Postman.

• Familiarity with Okta (SSO).

• Experience with SQL and/or similar databases.

• Knowledge of ThoughtSpot and/or similar business intelligence tools.

• Experience with Python and JavaScript is a plus.

• Ability to lead technical discussions with customers or partner engineering teams.

• Experience managing complex IT deployments in enterprise settings.

• Background in change management.

• Strong technical aptitude, communication skills, empathy, and collaboration capabilities.

• Bonus: experience in HR tech, background screening, or investigations.

🏝️ Benefits

• Equity incentive and competitive benefits packages.

• Remote-first and flexible work environment.

• Vacation days.

• Sick leave.

• Volunteer time off.

• Paid parental leave.

• Competitive compensation packages.

• Equity opportunities.

• Generous total rewards plans.

• Complimentary wellness programs.