Technical Account Manager

Technical Account Manager

We are seeking a highly motivated and technically skilled Technical Account Manager (TAM) with strong integration, troubleshooting, and program management experience to support and retain strategic payroll customers. The ideal candidate has experience managing enterprise customer relationships, resolving complex issues, coordinating cross-functional initiatives, and driving customer retention in a fast-paced payroll or HR technology environment.

Key Responsibilities

• Build and maintain strong technical relationships with payroll customers, acting as the primary technical point of contact for strategic accounts.
• Drive customer retention, satisfaction, and long-term account growth through proactive technical engagement and success planning.
• Partner with internal teams including Engineering, Product, Payroll Operations, Compliance, and Support to diagnose and resolve complex customer issues.
• Monitor customer health metrics, drive resolutions and improve adoption.
• Conduct regular business reviews, providing recommendations and guidance on how customers can better leverage platform capabilities.
• Ensure customers are leveraging payroll solutions effectively while maintaining data integrity, security, and compliance across integrated systems.
• Advocate for customer needs and provide feedback to Product and Engineering to inform the roadmap and improve platform reliability.

Required Qualifications

• 5+ years of experience in a Technical Account Management, Solutions Engineering, Implementation, or related technical client-facing role.
• Experience in payroll, HR technology, HCM, or workforce management domain is a plus.
• Proven expertise in technical escalation management and resolving high-priority, high-complexity customer issues.
• Excellent program and project management skills with the ability to manage multiple technical customer initiatives simultaneously.
• Strong communication and stakeholder management skills, with the ability to translate technical concepts for non-technical audiences.
• Experience working with enterprise or mid-market customers preferred.
• Ability to work cross-functionally with Engineering and Product teams in a fast-paced environment.

What Success Looks Like

• Improved customer satisfaction and retention rates.
• Timely resolution of escalations and critical customer issues.
• Strong customer adoption and engagement with payroll solutions.
• Trusted partnerships with strategic customers and internal stakeholders.
• Reduced recurring technical issues through proactive monitoring and documentation.