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Legion is seeking a Technical Account Manager (TAM) to serve as a trusted technical partner to customers post-implementation. You will act as the primary point of contact for technical guidance, system optimization, and issue coordination, working closely with customer System Administrators and internal teams.
Key responsibilities include:
• Named Technical Contact: Serve as the dedicated technical resource for assigned customer accounts, maintaining deep familiarity with each customer's environment, priorities, and use cases.
• Product Expertise & Consultation: Provide guidance on best practices and technical consultation, translating customer business needs into system configuration and optimization recommendations. Support customers in understanding platform capabilities, limitations, and tradeoffs.
• Issue Facilitation & Support Oversight: Provide oversight and coordination for customer support tickets, owning or directly managing highly technical or complex issues. Escalate critical issues effectively, partnering with Support, Engineering, and Product teams to drive resolution. Analyze support trends and proactively address recurring issues.
• Readiness & Enablement Management: Ensure customers are prepared for and leveraging new product features. Conduct Release Readiness Reviews to prepare customers for upcoming releases, including testing, configuration changes, and process impacts. Drive feature adoption aligned to customer business goals.
• Trusted Advisor & Relationship Management: Run regular customer meetings to review workstreams, support ticket status, technical needs, and action items. Serve as a trusted consultant ensuring alignment between customer goals and platform usage. Advocate for customer needs internally and provide feedback to Product and Engineering teams.
You will thrive in this role if you are technical-focused with strong analytical and problem-solving skills, can translate technical configurations to non-technical audiences, build positive relationships across geographies, listen continuously, and demonstrate integrity and ethical behavior. You should be a self-starter comfortable in a fluid startup environment.
