Technical Account Manager

🔥 13 minutes ago

🇺🇸 United States – Remote

💵 $115k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

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Foundation Source

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

⚖️ Legal

🛡️ Insurance

Consulting • Legal • Insurance

Foundation Source is the nation’s largest provider of foundation management services, dedicated to empowering individuals and companies to create a better world through philanthropy. The company offers a configurable suite of administrative, compliance, and advisory solutions tailored for private foundations. With a focus on innovative technology and philanthropic expertise, Foundation Source has supported over 2,000 unique foundations and facilitated more than $10 billion in charitable aid, maintaining a remarkable 98% client retention rate.

📋 Description

• 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%)