Technical Account Manager

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

📋 Description

• Act as the designated technical contact for a specified portfolio of enterprise accounts.

• Perform proactive technical health assessments and identify potential risks prior to client-facing incidents.

• Engage in User Acceptance Testing (UAT) for new releases and prepare accounts for updates or platform modifications.

• Collaborate with the Enterprise Delivery Lead on the onboarding and implementation of enterprise accounts.

• Assist with technical configuration, integration scoping, and data migration processes.

• Manage go-live readiness validation and oversee technical cutover procedures.

• Document account-specific technical configurations for seamless support handoff.

• Serve as a liaison between enterprise accounts and the core Product Support team.

• Triage and coordinate the resolution of Sev1/Sev2 issues for enterprise accounts.

• Monitor adherence to Service Level Agreements (SLAs) and escalate issues as per hotfix and escalation protocols.

• Generate enterprise-specific release notes and change notifications.

• Create and maintain configuration references, process guides, how-to materials, and FAQs tailored to clients.

• Produce training videos, conduct live demonstrations, and hold office hours.

• Carry out periodic technical business reviews with enterprise stakeholders.

• Channel account feedback and feature requests into the Product roadmap process.

• Establish long-term relationships with the technical and operational teams of enterprise clients.

⛳️ Requirements

• 3–5+ years of experience in a Technical Account Manager, Solutions Engineer, or Implementation Consultant role supporting enterprise or complex B2B SaaS clients.

• Capability to manage a technical relationship throughout the entire account lifecycle, from implementation to steady-state support.

• Strong troubleshooting and diagnostic abilities, including analyzing logs and tracing configuration issues.

• Ability to collaborate with engineering teams for root-cause analysis.

• Exceptional written and verbal communication skills.

• Proficiency in translating technical details for both technical and non-technical audiences.

• Experience in coordinating efforts across support, engineering, and delivery/project management teams.

• Familiarity with ticketing/support systems like Salesforce, Zendesk, Jira, or similar tools.

• Background in financial services, fintech, or payment integrations is preferred.

• Knowledge of philanthropic, nonprofit, or donor-advised fund products is preferred.

• Experience with a formal process for transitioning from implementation to support is preferred.

• Understanding of foundational ITIL concepts is preferred.

• A bachelor's degree in a relevant field or equivalent experience is preferred.

• Experience in creating customer-facing documentation and/or delivering live training, demos, or webinars to enterprise users is preferred.

• A dedicated home office or workspace that is free from distractions and interruptions.

• High-speed internet connection is essential.

• Willingness to travel occasionally to enterprise client sites or Foundation Source offices, estimated at 10–15%.

🏝️ Benefits

• Fully remote work arrangement.

• Dedicated home office/workspace setup.

• Reliable high-speed internet support/requirement for remote work.

• Opportunities for periodic travel to enterprise client sites or Foundation Source offices (estimated 10–15%).