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Salary: USD 115,000 - 125,000 / annual
Foundation Source seeks a Technical Account Manager to serve as the dependable technical owner for enterprise accounts. You will partner with the Enterprise Delivery Lead to implement new accounts with precision, serve as the named technical point of contact once clients go live, and act as the primary liaison between enterprise accounts and the core Product and Product Support teams.
You will support large, complex institutional accounts including Private Client Advisor–served foundations and high-touch donor-advised fund (DAF) sponsor relationships. Working cross-functionally, you'll collaborate with the Enterprise Delivery team, Product Support organization, and Product & Engineering to ensure account success and drive product improvements through customer feedback.
Key responsibilities include:
• Ongoing Technical Account Ownership (30%): Serve as the named technical point of contact for a defined portfolio of enterprise accounts. Run systematic, proactive technical health checks and flag risk early. Participate in new-release UAT and prepare enterprise accounts for upcoming releases or platform changes.
• Enterprise Account Implementation Partnership (25%): Partner on new enterprise account onboarding, including technical configuration, integration scoping (custom integrations, file exchanges), and data migration support. Own go-live readiness validation and lead technical cutover activities. Document account-specific technical configuration for handoff into steady-state support.
• Escalation Management & Support Liaison (20%): Serve as the primary liaison between enterprise accounts and the core Product Support team. Triage and coordinate resolution of Sev1/Sev2 issues, keeping internal stakeholders and clients informed. Hold the line on SLA adherence and escalate per established protocols.
• Documentation & Enablement (15%): Produce accurate, enterprise-specific release notes and change communications. Build and maintain precise, client-specific documentation (configuration references, process guides, how-to's, FAQs). Deliver training videos, live demo sessions, and office hours.
• Relationship Management & Feedback Loop (10%): Run periodic technical business reviews with enterprise account stakeholders. Capture and route account-level feedback into the Product roadmap. Build trusted, long-term relationships with enterprise clients' technical and operational staff.
The ideal candidate is technically fluent, steady and relationship-driven, detail-oriented, and ready to take ownership of outcomes in a cross-functional environment. You take pride in getting things exactly right and see every issue through to resolution.
Requirements:
• 3–5+ years of experience in a Technical Account Manager, Solutions Engineer, or Implementation Consultant role supporting enterprise or complex B2B SaaS clients
• Demonstrated ability to own a technical relationship across the full account lifecycle — from implementation through steady-state support
• Strong troubleshooting and diagnostic skills; comfortable reading logs, tracing configuration issues, and partnering with engineering on root cause
• Excellent written and verbal communication; able to translate technical detail for both technical and non-technical audiences
• Experience coordinating across cross-functional teams (support, engineering, delivery/project management) to resolve escalations
• Experience with ticketing/support systems (e.g., Salesforce, Zendesk, Jira, or similar)
Preferred Qualifications:
• Experience with financial services, fintech, or payments integrations (e.g., ACH/Wire, banking or treasury platform APIs)
• Familiarity with philanthropic, nonprofit, or donor-advised fund products
• Experience as part of a formal implementation-to-support handoff process
• Familiarity with ITIL foundational concepts
• Bachelor's degree in a related field or equivalent experience
• Experience producing customer-facing documentation (release notes, runbooks, FAQs) and/or delivering live training, demos, or webinars to enterprise users
Role may require periodic travel to enterprise client sites or Foundation Source offices for onboarding/go-live support — estimate 10–15%.
