Technical Account Manager (TAM)

Job Description

Este es un puesto de trabajo remoto.

En Softgic, trabajamos con los más talentosos, con quienes crean, con quienes aman lo que hacen, con quienes tienen una actitud del 100%, porque esa es nuestra #Coolture. Únete a nuestro objetivo de hacer la vida más fácil con la tecnología y sé parte de nuestro equipo como Technical Account Manager (TAM).

Responsibilities :

Serve as the primary point of contact throughout the client lifecycle : onboarding, implementation, and adoption.

Act as a trusted advisor, providing product expertise and best practices, and building strong relationships with both technical and executive stakeholders.

Lead end-to-end implementation projects : scope definition, project planning, solution design, configuration, training, and progress tracking.

Translate business requirements into effective automation and orchestration designs, configuring Krista Conversations that deliver measurable value.

Ensure timely delivery of outcomes, managing expectations, milestones, and clear communication with clients and internal teams.

Identify additional opportunities for improvement and growth within each account, driving continuous client value with the platform.

Requisitos

5+ years leading software or AI implementations, with proven success in client delivery.

Experience in project management, business analysis, workflow design, and requirements gathering.

Excellent verbal and written English communication skills, able to engage from technical staff to executives.

Technical or programming background with the ability to configure solutions.

Proactive, client-first approach with patience, empathy, and accountability.

Strong time management skills under pressure; willingness to travel up to 15%.

Requirements

Bachelor’s degree in a related field or equivalent experience. 2+ years in client / technical support, preferably in SaaS or tech environments. Excellent English communication skills (C1+), verbal and written. Strong problem-solving and multitasking abilities. Experience with CRM / support tools (Zendesk, Salesforce, or ServiceNow) and JIRA. Knowledge of APIs, cloud technologies, or scripting (Python / JavaScript) is a plus. Exposure to AI, workflow automation, or LLMs is a plus. Key Responsibilities Provide timely, expert client support via email, chat, and calls. Diagnose and resolve technical issues, collaborating with engineering when needed. Support onboarding, setup, and configuration for new clients. Create and maintain documentation (knowledge base, FAQs, guides). Communicate client feedback to product and engineering teams to drive improvements. Track and report key support metrics and suggest process / product enhancements.