SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Cornerstone is seeking a Technical Account Manager to serve as the primary point of contact for named Elite accounts. You will manage direct routing with no queue, timezone-aligned support, and maintain two named backups for coverage during absences.
Key responsibilities include:
• Serve as single POC for assigned Elite accounts with direct routing and no queue, ensuring timezone-aligned support with two named backups covering absence.
• Conduct Monthly Business Reviews per account, presenting open items with dates, commitments earned and kept, and account health status.
• Deliver technical health reviews on cadence covering configuration, integrations, and adoption metrics. Provide near-SysAdmin configuration coaching to keep customers capable (while Professional Services handles project delivery).
• Monitor account renewal risk through account-level iCSAT scores, case patterns, and sentiment trends, surfacing risks proactively before survey data would indicate problems.
• Advocate for escalations into DEEP (presumably a support tier) with full context, ensuring accurate account-level EIM inputs.
• Guide customer training and enablement including certification paths, new-feature walkthroughs, and admin coaching.
• Build and maintain strong customer relationships where clients request you by name.
The role sits within Cornerstone's Global Customer Support organization, where the mission is to keep the promise that "human potential grows exponentially when AI works in service of people" — one customer, one case, one conversation at a time.
Requirements:
• 4+ years of enterprise technical support or TAM (Technical Account Manager) experience.
• Executive-ready communication skills.
• TAM certification track completion within 90 days, including SysAdmin/configuration depth.
• Commercial awareness: understanding of account ARR, entitlements, and renewal timelines.
• Relationship craft: ability to build trust such that customers request you by name.
