The Technical Account Manager acts as a primary technical contact, ensuring customer satisfaction through support, relationship management, and problem-solving in a SaaS environment.
AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card workflows to read, understand, and make real-time decisions based on your unique spend profile, leading to faster processing times and fewer instances of fraud or wasteful spend. Global enterprises, including one-third of the Fortune 500, use AppZen’s invoice, expense, and card transaction solutions to replace manual finance processes and accelerate the speed and agility of their businesses. To learn more, visit us at www.appzen.com.
Key Responsibilities
- Act as the primary technical point of contact and trusted advisor for assigned enterprise customers.
- Build and maintain deep, strategic relationships with customer stakeholders, including technical teams and senior leadership.
- Understand customer-specific configurations, customizations, and integration patterns across their AppZen environments.
- Facilitate alignment between customer goals and AppZenʼs capabilities by collaborating cross-functionally with Engineering, Product Management, Professional Services, CSM and Support.
- Influence internal teams with customer insights to shape product improvements and roadmap decisions.
- Conduct regular technical health reviews, system assessments, and operational check-ins to ensure optimal platform performance.
- Review upcoming customer events and planned production activities to proactively identify and mitigate risks.
- Drive initiatives to improve customer productivity, and long-term satisfaction.
- Act as the escalation point for technical incidents, coordinating resolution efforts across internal teams.
- Lead in-depth root cause analyses and implement preventive measures to reduce recurring issues.
- Enhance support processes and ticket handling by driving internal quality improvements and knowledge-sharing initiatives.
- Promote customer self-sufficiency by enabling teams to effectively use AppZen support tools, documentation, and best practices.
- Provide expert-level guidance on troubleshooting, integrations, and observability tools.
What Weʼre Looking For
- Experience: 3-5 years in a TAM, Technical Support, Solutions Engineering within a SaaS or enterprise software company.
- Domain Expertise: Background in finance automation, accounts payable, or expense auditing platforms is highly preferred.
- Technical Skills: Experience in Python, Go, or similar for debugging and automation.
- Soft Skills: Excellent verbal and written communication, problem-solving, and customer-facing engagement skills.
- Mindset: Strong ownership, proactive attitude, and customer-centric approach.
- Education: Bachelor's degree in Computer Science, Engineering, or a related technical field
Strong knowledge of REST APIs and Postman.
Proficiency in AWS Console and tools like Kibana or OpenSearch.
Understanding of AI and Data Science concepts and their application in enterprise solutions.
Excellent analytical skills, highly organized and action-oriented.
Top Skills
AWS
Go
Kibana
Opensearch
Postman
Python
Rest Apis
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