Technical Account Manager

Foundation Source is looking for a Technical Account Manager (TAM) to be the dependable technical owner for our enterprise accounts. You will partner with the Enterprise Delivery Lead to implement new accounts with care and precision, serve as the named technical point of contact once clients go live, and act as the primary liaison between enterprise accounts and the core Product and Product Support teams. The ideal candidate is technically fluent, steady and relationship-driven, detail-oriented, and ready to take ownership of outcomes in a cross-functional, multi-team environment.

This role is a fit for someone who takes pride in getting things exactly right, is the person clients and colleagues count on, and sees every issue through to resolution.

Who You Support:

• Enterprise Solutions clients: large, complex institutional accounts (including Private Client Advisor–served foundations and high-touch DAF sponsor relationships) that depend on a trusted technical partner
• Internal Delivery team: working side by side with the Enterprise Delivery Lead through implementation and onboarding
• Internal Product Support team: collaborating with the Product Support organization on escalations and long-term account health
• Product Engineering: bringing account-driven feedback and technical risk into the roadmap

Key Responsibilities:

Ongoing Technical Account Ownership (30%)

• Serve as the named technical point of contact for a defined portfolio of enterprise accounts
• Run systematic, proactive technical health checks and flag risk early, before it becomes a client-facing incident
• Participate in new-release UAT and prepare enterprise accounts for upcoming releases or platform changes that affect their configuration

Enterprise Account Implementation Partnership (25%)

• Partner with the Enterprise Delivery Lead on new enterprise account onboarding, including technical configuration, integration scoping (e.g., custom integrations, file exchanges, etc.), and data migration support
• Own go-live readiness validation and lead technical cutover activities for new enterprise accounts
• Document account-specific technical configuration accurately and completely for handoff into steady-state support

Escalation Management Support Liaison (20%)

• Serve as the primary liaison between enterprise accounts and the core Product Support team
• Take ownership of triaging and coordinating resolution of Sev1/Sev2 issues affecting enterprise accounts, keeping internal stakeholders and clients informed throughout
• Hold the line on SLA adherence for enterprise-tier accounts and escalate per established hotfix/escalation protocols

Documentation Enablement (15%)

• Produce accurate, enterprise-specific release notes and change communications, translating platform updates into clear, account-relevant guidance for each client’s configuration
• Build and maintain precise, client-specific documentation (configuration references, process guides, how-to’s, and FAQs) that supports onboarding, adoption, and self-service for enterprise users
• Deliver training videos, live demo sessions, and office hours that help enterprise users adopt new features and reinforce best practices

Relationship Management Feedback Loop (10%)

• Run periodic technical business reviews with enterprise account stakeholders
• Capture and route account-level feedback and feature requests into the Product roadmap process
• Build trusted, long-term relationships with enterprise clients’ technical and operational staff

Other Duties

• This job description reflects the general nature and level of work expected of this position and is not intended to be an exhaustive list of all duties, responsibilities, and skills required. Employees in this exempt position are expected to perform other duties as assigned, consistent with the primary responsibilities, exempt status, and general scope of the role. The company reserves the right to add, modify, or reassign duties at its discretion, with or without notice.
• This job description does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Required and/or Desired Knowledge, Skills Abilities:

Requirements

• 3–5+ years of experience in a Technical Account Manager, Solutions Engineer, or Implementation Consultant role supporting enterprise or complex B2B SaaS clients
• Demonstrated ability to own a technical relationship across the full account lifecycle — from implementation through steady-state support
• Strong troubleshooting and diagnostic skills; comfortable reading logs, tracing configuration issues, and partnering with engineering on root cause
• Excellent written and verbal communication; able to translate technical detail for both technical and non-technical audiences
• Experience coordinating across cross-functional teams (support, engineering, delivery/project management) to resolve escalations
• Experience with ticketing/support systems (e.g., Salesforce, Zendesk, Jira, or similar)

Preferred Qualifications

• Experience with financial services, fintech, or payments integrations (e.g., ACH/Wire, banking or treasury platform APIs)
• Familiarity with philanthropic, nonprofit, or donor-advised fund products
• Experience as part of a formal implementation-to-support handoff process
• Familiarity with ITIL foundational concepts
• Bachelor's degree in a related field or equivalent experience
• Experience producing customer-facing documentation (release notes, runbooks, FAQs) and/or delivering live training, demos, or webinars to enterprise users

Job Requirements for Hybrid or Remote Work Environment:

• Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours.
• Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs.
• Role may require periodic travel to enterprise client sites or FS offices for onboarding/go-live support — estimate 10–15%

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
• Role may require periodic travel to enterprise client sites or FS offices for onboarding/go-live support — estimate 10–15%

An Equal Opportunity Employer:

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.