Technical Account Manager
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Job Description
Technical Account Manager owning enterprise SaaS account implementations, support, and technical relationships. Supporting Foundation Source’s philanthropic services clients through releases, escalations, integrations, and adoption.
Responsibilities:
- Serve as the named technical point of contact for a defined portfolio of enterprise accounts
- Conduct proactive technical health checks and identify risks before client-facing incidents occur
- Participate in new-release UAT and prepare accounts for releases or platform changes
- Partner with the Enterprise Delivery Lead on enterprise account onboarding and implementation
- Support technical configuration, integration scoping, and data migration
- Own go-live readiness validation and lead technical cutover activities
- Document account-specific technical configuration for steady-state support handoff
- Liaise between enterprise accounts and the core Product Support team
- Triage and coordinate resolution of Sev1/Sev2 enterprise-account issues
- Monitor SLA adherence and escalate according to hotfix and escalation protocols
- Produce enterprise-specific release notes and change communications
- Create and maintain client-specific configuration references, process guides, how-to materials, and FAQs
- Deliver training videos, live demonstrations, and office hours
- Conduct periodic technical business reviews with enterprise stakeholders
- Route account feedback and feature requests into the Product roadmap process
- Build long-term relationships with enterprise clients’ technical and operational staff
Requirements:
- 3–5+ years of experience in a Technical Account Manager, Solutions Engineer, or Implementation Consultant role supporting enterprise or complex B2B SaaS clients
- Ability to own a technical relationship across the full account lifecycle, from implementation through steady-state support
- Strong troubleshooting and diagnostic skills, including reading logs and tracing configuration issues
- Ability to partner with engineering on root-cause analysis
- Excellent written and verbal communication skills
- Ability to translate technical detail for technical and non-technical audiences
- Experience coordinating across support, engineering, and delivery/project management teams
- Experience with ticketing/support systems such as Salesforce, Zendesk, Jira, or similar
- Experience with financial services, fintech, or payments integrations preferred
- Familiarity with philanthropic, nonprofit, or donor-advised fund products preferred
- Experience with a formal implementation-to-support handoff process preferred
- Familiarity with ITIL foundational concepts preferred
- Bachelor's degree in a related field or equivalent experience preferred
- Experience producing customer-facing documentation and/or delivering live training, demos, or webinars to enterprise users preferred
- Dedicated home office or workspace free of distractions and interruptions
- High-speed internet connection
- Ability to travel periodically to enterprise client sites or Foundation Source offices, estimated 10–15%
Benefits:
- Fully remote work
- Dedicated home office/workspace arrangement
- Reliable high-speed internet support/requirement for remote work
- Periodic travel opportunities to enterprise client sites or Foundation Source offices (estimated 10–15%)
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