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Salary: USD 100,000 - 120,000 / annual
Fama is an AI-powered online screening platform that helps organizations make better hiring decisions by compliantly searching over 10,000 public sources to identify workplace misconduct risks. The company is headquartered in Los Angeles, has raised over $30M, and is backed by leading venture capitalists.
As Technical Account Manager, you will be the backbone of customer and partner experience, owning the full lifecycle of customer success from onboarding through ongoing optimization. This role bridges Fama's go-to-market and technical teams, requiring strong commercial awareness and the ability to manage complex projects with senior stakeholders.
Key Responsibilities:
Own end-to-end technical onboarding for new customers and resellers, including API integration, sandbox setup, configuration, user provisioning, prompt engineering, and go-live support. Identify and address technical and process gaps that could hinder successful implementation. Train all end-users to proficiency and reduce time-to-first-order by owning technical checklists. Build and maintain onboarding documentation and self-serve guides to enable scalability.
Lead the evolution of clients' business processes by collaborating with HR, talent acquisition, security, legal, privacy, and compliance teams to map existing screening workflows and develop optimized ones. Translate customer requirements into clear action items for the Fama organization.
Own the intersection between go-to-market and R&D by becoming the expert resource for both teams on product configuration, use cases, deployment, integration, and troubleshooting. Support sales during technical conversations with prospects and customers. Lead pre-sales activities including IT/security questionnaires and technical conversations. Assist with AI model configuration for custom requirements. Act as the main technical escalation point, triaging and resolving issues directly where possible and coordinating with engineering as needed. Track escalation patterns to identify systemic issues. Develop materials and knowledge bases to scale pre-sales and escalation support.
Requirements:
- 6+ years in technical account management, implementation, solutions engineering, or technical support roles, ideally with API/integration work and AI solution configuration experience
- Demonstrated experience with AI prompt engineering for user empowerment, precision, task adaptability, and error mitigation
- Functional experience deploying process optimization techniques with proven ability to analyze and improve processes
- Knowledgeable about tool stacks: Postman, Okta (SSO), SQL or similar database experience, Thoughtspot or similar BI tools
- Python or JavaScript experience (nice to have)
- Ability to lead technical conversations with customers and partner engineering teams confidently
- Experience managing complex IT deployments in enterprise environments
- Understanding of change management and ability to guide organizations through workflow modifications
- Self-starter with strong convictions open to re-evaluation
- Commitment to maintaining technical skills and going the extra mile
- Comfortable building processes rather than following existing ones
- Strong communication, empathy, and collaboration skills
- Bonus: HR tech, background screening, or investigations experience
