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Salary: USD 240,000 - 270,000 / annual
Forward Networks is seeking an experienced Technical Account Manager (TAM) to serve as a trusted advisor and partner to customers, ensuring they maximize value from the company's network digital twin platform. Founded in 2013 by Stanford Ph.D.s, Forward has built the industry's first mathematically accurate model of production networks, enabling autonomous networking and AI-driven insights. The platform is trusted by global leaders including Goldman Sachs, PayPal, S&P Global, IBM, and Dell, with customers realizing an average of $14.2 million in annual benefits.
In this role, you will develop and maintain strong, long-term relationships with customers, acting as their primary point of contact and trusted advisor throughout the customer lifecycle. You will drive customer success by helping them understand and effectively utilize the platform's capabilities to achieve their business goals. Key responsibilities include developing and executing strategic account plans aligned with customer objectives, identifying expansion opportunities, and driving increased platform usage and adoption.
You will act as the voice of the customer, collaborating with product and engineering teams to relay feedback and influence feature development based on customer needs. You will lead the onboarding process for new customers, delivering high-level training to ensure they quickly become proficient with the platform. Additionally, you will monitor customer health metrics, develop customer success plans, and provide data-driven insights and reports to customers and internal stakeholders. Cross-functional collaboration with sales, engineering, and product management teams is essential to align customer needs and drive mutual success. Travel to meet with customers and support their needs is required.
REQUIREMENTS:
- Bachelor's degree in business, Information Technology, or related field, or equivalent practical experience
- 5+ years of experience in technical account management, customer success, or similar role within the technology industry, preferably with SaaS solutions
- Strong understanding of how technology can solve business challenges and ability to articulate this value to customers
- Proven track record of building and managing customer relationships, driving product adoption, and delivering customer success
- Excellent communication, presentation, and interpersonal skills with ability to engage with stakeholders at all levels (business users, IT teams, executive leadership)
- Experience with CRM and customer success tools, as well as familiarity with data analysis methods for monitoring customer health
- Problem-solving mindset, proactive approach, and ability to work independently and collaboratively in a fast-paced environment
- TS/SCI with CI Poly or greater (security clearance requirement)
PREFERRED:
- Project Management experience and/or certifications (such as PMP)
- Solid understanding of Computer Networking and familiarity with common issues network engineers encounter
