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Responsibilities
As a Technical Account Manager (TAM), you will work closely with our customers, build relationships with them, help them achieve their technical goals, and overcome technical challenges.The Technical Account Manager (TAM) serves as a trusted technical partner to customers, acting as the primary point of contact for technical guidance, system optimization, and issue coordination after implementation. The TAM works closely with customer System Administrators and internal teams to understand business processes, ensure effective system configuration, and help customers maximize value from the platform.Key Responsibilities Named Technical ContactServe as the dedicated technical resource for assigned customer accountsPartner with customer System Administrators to understand business processes, workflows, and system configurationsMaintain deep familiarity with each customer’s environment, priorities, and use casesProduct Expertise & ConsultationAct as a product expert, providing guidance, best practices, and technical consultationTranslate customer business needs into system configuration and optimization recommendationsSupport customers in understanding platform capabilities, limitations, and tradeoffsIssue Facilitation & Support OversightProvide oversight and coordination for customer support ticketsOwn or directly manage highly technical or complex issues as neededEffectively escalate critical and urgent issues, partnering with Support, Engineering, and Product teams to drive resolutionAnalyze support trends and proactively address recurring issuesReadiness & Enablement ManagementEnsure customers are prepared for and leveraging new product featuresConduct Release Readiness Reviews to prepare customers for upcoming releases, including testing, configuration changes, and process impactsPartner with customers to drive feature adoption aligned to their business goalsTrusted Advisor & Relationship ManagementRun a regular cadence of customer meetings to review:Open workstreams and initiativesSupport ticket status and analysisNew questions and technical needsOpen and prioritized issuesAction items and next stepsServe as a trusted consultant, ensuring alignment between customer goals and platform usageAdvocate for customer needs internally and provide feedback to Product and Engineering teamsYou will do well in this role if you…become a trusted advisor to customers, hyper-focused on quality and successful adoption always strive to provide exceptional customer experienceare technical-focused with analytical and problem-solving skills while able to describe technical configurations to non-technical audiencesbuild positive relationships with peers while working remotely with others across geographies and cultureslisten continuously, learning from others and leveraging inputpossess unquestionable integrity, credibility, and character proactively demonstrating high moral and ethical behaviorconstantly improve your own work methodscommit to the sustainability/scalability of Legion solutionswork well as a self-starter in a fluid work environment with limited resourcesare a career driven individual looking to grow in a fast paced startupRequirements and Qualifications3+ years Technical Account Management or other relevant experience such as implementing and configuring workforce management solutionsExperience in managing multiple stakeholders and projects with competing prioritiesStrong root cause diagnostic capabilities to assess customer reported problems and determine whether it’s a software, configuration, or user errorBachelor's degree or equivalent experiencePossess exceptional interpersonal and English communication skills including verbal, written presentation and listeningTechnical understanding of integration platforms such as Workato, Dell Boomi, Jitterbit, SnapLogic (Workato preferred)Preferred Qualifications and SkillsWorkforce management (WFM) consulting and integration experience3+ years Technical Account Management or other relevant experience such as implementing and configuring workforce management solutionsProven ability to manage changes for business growth minimizing disruptionExperience in operating environments in retail, hospitality, restaurant or other industries to understand and identify labor challenges that Legion solvesExposure to agile software development leveraging toolsets (e.g. Jira, GitHub, Jenkins)ABOUT LEGIONJoin Legion's mission to turn hourly jobs into good jobs. We're a mission-driven team seeking exceptional talent to propel this vision. Embrace a culture that's collaborative, fast-paced, and entrepreneurial. With us, you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission.Our award-winning AI-native workforce management platform is intelligent, automated, and employee-centric and proven to deliver 13x ROI. We help labor-intensive organizations maximize labor efficiency and employee engagement simultaneously. Legion has earned recognition for its innovation, including spots on the Inc. 5000 list, Forbes’ Next Billion Dollar Startups, and awards for our AI technology. Backed by leading investors such as Norwest Venture Partners, Stripes, First Round Capital, XYZ Ventures, Webb Investment Network, Workday Ventures, and NTT DOCOMO Ventures, we're making real change.If you're ready to make an impact and grow your career, Legion is where you belong. Join us in making hourly work rewarding and fulfilling.BACKGROUND AND OPPORTUNITYThere are almost 75 million hourly workers in the United States, representing more than half of the entire workforce. Historically, managing hourly employees has been difficult due to high attrition (average of 60%) and high replacement costs (average of $3,200 per employee in retail). The ongoing labor shortage and competition from the gig economy, make it more difficult to attract and retain hourly employees. The top reasons hourly employees leave their jobs are a lack of schedule empowerment, poor communication with employers, and an inability to get paid early. Gen Z and the millennial workforce demand gig-like flexibility, modern technology, and compelling work options. Legion’s mission is to turn hourly jobs into good jobs, serving the hourly workers who make up the majority of the US workforce. We believe in empowering employees and helping employers be efficient and innovative by enabling intelligent automation powered by Legion’s Workforce Management platform to optimize labor efficiency and enhance the employee experience simultaneously. Legion WFM was built for the cloud with AI at the core and is designed to handle the complexity of modern businesses and meet the needs of today’s hourly employees. Our team is composed of dedicated individuals from all backgrounds and experiences, globally distributed across all time zones.For more information, visit https://legion.co COMPENSATION & BENEFITSAt Legion, we offer competitive compensation and benefits packages to all employees. As a hybrid employer in Bucharest, Romania, pay for positions is determined using local, national, and industry-specific survey data. We strive to make competitive offers, allowing employees room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and internal equity within the company for the same position. Benefits include, but are not limited to: Health BenefitsPaid Time Off and Paid HolidaysParental Leave Equity Monthly Wellness ReimbursementMonthly Lunch on LegionEQUAL EMPLOYMENT OPPORTUNITYLegion Technologies is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.DISABILITY ACCOMMODATIONFor individuals with disabilities who need additional assistance at any point in the application and interview process, please email recruiting@legion.co
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