Technical Account Manager

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

📋 Description

• Take ownership of the ongoing technical success for a designated group of customers.

• Comprehend customers' software businesses, products, architectures, and integration priorities.

• Develop relationships with engineering and product leaders, as well as customer developers.

• Facilitate regular technical discussions and offer recommendations, inquiries, and next steps.

• Translate customer objectives into defined technical goals, complete with success criteria, responsible parties, milestones, and timelines.

• Coordinate customer builders and Prismatic specialists on implementations, production launches, feature adoption, and migrations.

• Recognize customer guidance needs and arrange targeted working sessions with technical experts.

• Utilize adoption data, integration performance, support history, and feedback to pinpoint risks and opportunities.

• Suggest and confirm enhancements to reliability, usage, and cost.

• Oversee technical escalations and collaborate with Support, architecture specialists, Product, and Engineering.

• Engage in the on-call rotation, manage critical customer incidents, liaise with Engineering, and handle customer communications.

• Assist customers in adopting relevant capabilities and use cases, enlisting Solution Engineering for demonstrations and technical selling.

• Keep architecture notes and action plans up to date.

• Present customer feedback to Product and Engineering to enhance the platform.

• Collaborate with the Account Manager to synchronize technical priorities with customer business objectives.

⛳️ Requirements

• A minimum of 3 years in a customer-facing technical position within B2B SaaS, including roles such as technical account management, implementation engineering, solutions engineering, professional services, or technical support with ongoing account responsibilities.

• Knowledge of how software businesses expand, how product teams prioritize roadmaps, balance customer needs with engineering capacity, and make build-versus-buy decisions.

• Strong technical expertise in production integrations, encompassing REST APIs, OAuth, webhooks, asynchronous processing, error handling, and rate limits.

• Proficient in utilizing technical documentation, logs, and code samples to comprehend behavior and investigate issues.

• Capability to link customer product goals to technical specifications, discuss architectural trade-offs, and collaborate with specialists to assess proposed solutions.

• Ability to establish credibility with engineers and product leaders, pose insightful questions, and propose a way forward when requirements are incomplete or priorities shift.

• Experience in independently managing ongoing technical relationships across various customers, prioritizing competing needs, and driving collaborative efforts toward measurable outcomes.

• Skill in identifying adoption gaps, operational risks, and practical next steps.

• Excellent written and verbal communication skills, with the ability to adapt to different audiences.

• Proficiency in utilizing AI effectively to research accounts, synthesize customer context, explore technical inquiries, verify outputs, and enhance follow-through.

• Capable of leading technical initiatives across teams while remaining accountable for results.

• Comfortable and effective in a fully remote work environment.

• Must reside in the United States.

• Bonus: Experience with embedded integration platforms, developer tools, or products utilized by other software companies.

• Bonus: Software development experience, particularly in TypeScript/JavaScript, or familiarity with GraphQL, CI/CD, multi-tenant systems, integration observability, and cost optimization.

• Bonus: Experience in assisting customers with the adoption of AI agent tooling, MCP, or new integration capabilities.

🏝️ Benefits

• Equity

• Comprehensive benefits

• Unlimited and flexible paid time off (PTO)

• Remote work opportunities throughout the US

• Company kick-offs and mid-year meetings held twice a year

• High-quality medical insurance through Cigna Medical for full-time employees and their dependents

• Dental insurance through Guardian Dental for full-time employees and their dependents

• Vision insurance through Guardian VSP for full-time employees and their dependents

• Company-paid life insurance

• Short-term disability insurance

• Long-term disability insurance through Guardian

• 401(k) plan through Empower with a 4% company match

• Provision of computer and technology equipment

• $1,000 new hire setup stipend