Full-Time Technical Account Manager
Job Description
The Technical Account Manager (TAM) serves as a key technical partner to enterprise SaaS customers. The role focuses on maximizing platform value, mitigating risks, and providing strategic technical guidance throughout the customer lifecycle. TAMs operate independently to resolve complex technical challenges and collaborate across teams to improve customer outcomes and platform adoption.
Essential Functions
KNOW-HOW IN ACTION (Knowledge & Application)
- Act as the primary technical liaison for assigned customers, ensuring configuration best practices and platform performance.
- Participate in strategic initiatives within TAM or across Customer Success to elevate service quality and technical consistency.
- Conduct platform assessments using SQL and other data tools to generate proactive recommendations.
- Maintain a deep understanding of client-specific setups, integrations, and workflows.
SOLVING WHAT MATTERS (Complexity & Problem Solving)
- Troubleshoot complex technical issues and coordinate escalations with internal teams to ensure resolution.
- Prepare and deliver release readiness reviews, technical impact assessments, and platform enhancement suggestions.
- Work with internal teams to conduct technical instance reviews to provide best practice recommendations and optimize performance and scalability
- Identify patterns in customer challenges and propose iterative improvements to workflows or implementation.
- Represent Bonterra in customer summits, user forums, or advisory boards as a technical thought leader.
TRUSTED TO MAKE CHANGES (Discretion & Impact)
- Make independent technical decisions that reduce risk and support customer stability.
- Monitor technical health indicators and proactively intervene to resolve issues before they escalate.
- Represent the technical perspective during customer check-ins, including supporting executive briefings.
WORKING BETTER TOGETHER (Collaboration & Interaction)
- Collaborate closely with Customer Success Managers (CSMs), Support, Engineering, and Product to align on customer strategy.
- Contribute to the development of customer value realization playbooks, technical guidance documentation, and enablement strategies.
- Support solution design efforts for custom or complex client use cases in partnership with Pre-Sales and Product teams.
- Share field insights with internal teams to support product improvement and knowledge transfer.
LEADING FOR IMPACT (Mentorship Responsibility)
- This position does not have people management responsibilities.
- May coach/lead peers informally. Demonstrates a growth mindset and openness to feedback.
Required Minimum Qualifications
- 5+ years in a Technical Account Management, Implementation, or Customer Engineering role within a SaaS environment.
- Proficiency in SQL (Oracle PL/SQL preferred) and data analysis
- Experience supporting enterprise customers with complex technical environments
- Familiarity with tools such as Jira, Confluence, CRM platforms, and collaboration tools
- Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
- Demonstrated ability to manage multiple customer relationships and technical priorities concurrently in a fast-paced environment
Preferred Qualifications
- Experience in philanthropy, grantmaking, or nonprofit tech platforms (CyberGrants experience a plus)
- Exposure to AI-based reporting tools or predictive analytics
Travel Requirement: Up to 10% of the time.
This is a remote position, open to residents of the contiguous United States. At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.
Compensation
US Base Salary: $65,000 – $120,000
The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.
Other Benefits
- Generous Flexible Time Off (FTO) Policy
- Up to 15 paid company holidays including some commemorating social justice events and self-care
- Paid volunteer time
- Resources for savings and investments
- Paid parental leave
- Paid sick leave
- Health, vision, dental, and life insurance with additional access to health and wellness programs.
- Opportunities to learn, develop, network, and connect
How to Apply
Apply at our Careers page! In the "How did you hear about us" field, choose Referred by a Current Employee and specify me (jessica.jones@bonterratech.com). Then email me and let me know you found this listing via Pink Jobs.ABOUT ME: I'm a Senior Engineer (not a recruiter!) and am working with our engineering and HR teams to boost recruitment in my LGBTQ+ community. I can't guarantee you an interview, but we can at least tag your application to make sure it doesn't get rejected by automated systems! I can also confidently state that Bonterra's DEIB efforts have not wavered in the face of the current administration. We have plenty of social and community channels in Slack. I moderate both the public and private LGBTQIA+ channels, as well as the private trans channel; we also have many affinity channels for other communities!