Technical Account Manager (TAM)

Key Responsibilities Named Technical Contact Serve as the dedicated technical resource for assigned customer accounts Partner with customer System Administrators to understand business processes, workflows, and system configurations Maintain deep familiarity with each customer’s environment, priorities, and use cases55 Product Expertise & Consultation Act as a product expert, providing guidance, best practices, and technical consultation Translate customer business needs into system configuration and optimization recommendations Support customers in understanding platform capabilities, limitations, and tradeoffs Issue Facilitation & Support Oversight Provide oversight and coordination for customer support tickets Own or directly manage highly technical or complex issues as needed Effectively escalate critical and urgent issues, partnering with Support, Engineering, and Product teams to drive resolution Analyze support trends and proactively address recurring issues Readiness & Enablement Management Ensure customers are prepared for and leveraging new product features Conduct Release Readiness Reviews to prepare customers for upcoming releases, including testing, configuration changes, and process impacts Partner with customers to drive feature adoption aligned to their business goals Trusted Advisor & Relationship Management Run a regular cadence of customer meetings to review: Open workstreams and initiatives Support ticket status and analysis New questions and technical needs Open and prioritized issues Action items and next steps Serve as a trusted consultant, ensuring alignment between customer goals and platform usage Advocate for customer needs internally and provide feedback to Product and Engineering teams You 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 experience are technical-focused with analytical and problem-solving skills while able to describe technical configurations to non-technical audiences build positive relationships with peers while working remotely with others across geographies and cultures listen continuously, learning from others and leveraging input possess unquestionable integrity, credibility, and character proactively demonstrating high moral and ethical behavior constantly improve your own work methods commit to the sustainability/scalability of Legion solutions work well as a self-starter in a fluid work environment with limited resources are a career driven individual looking to grow in a fast paced startup Requirements and Qualifications 3+ years Technical Account Management or other relevant experience such as implementing and configuring workforce management solutions Experience in managing multiple stakeholders and projects with competing priorities Strong root cause diagnostic capabilities to assess customer reported problems and determine whether it’s a software, configuration, or user error Bachelor's degree or equivalent experience Possess exceptional interpersonal and English communication skills including verbal, written presentation and listening Technical understanding of integration platforms such as Workato, Dell Boomi, Jitterbit, SnapLogic (Workato preferred)5 Preferred Qualifications and Skills Workforce management (WFM) consulting and integration experience 3+ years Technical Account Management or other relevant experience such as implementing and configuring workforce management solutions Proven ability to manage changes for business growth minimizing disruption Experience in operating environments in retail, hospitality, restaurant or other industries to understand and identify labor challenges that Legion solves Exposure to agile software development leveraging toolsets (e.g. Jira, GitHub, Jenkins) COMPENSATION & BENEFITS At Legion, we offer competitive compensation and benefits packages to all employees. As a fully remote employer, 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 Benefits Paid Time Off and Paid Holidays Parental Leave Equity Monthly Wellness Reimbursement Monthly Lunch on Legion ABOUT LEGION Join Legion's mission to turn hourly jobs into good jobs. We're a remote, 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. Legion Technologies delivers the industry’s most innovative workforce management platform. It enables businesses to maximize labor efficiency and employee engagement simultaneously. The award-winning, AI-driven Legion WFM platform is intelligent, automated, and employee-centric. It’s proven to deliver 13x ROI through schedule optimization, reduced attrition, increased productivity, and increased operational efficiency. Legion delivers cutting-edge technology in an easy-to-use platform and mobile app that employees love. 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 OPPORTUNITY There 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