Technical Account Manager, Forward Networks

• Bachelor’s degree in business, Information Technology, or a related field, or equivalent practical experience
• 5+ years of experience in a technical account management, customer success, or similar role within the technology industry, preferably with SaaS solutions
• Strong understanding of how technology can solve business challenges and the ability to articulate this value to customers
• Proven track record of building and managing customer relationships, driving product adoption, and delivering customer success
• Excellent communication, presentation, and interpersonal skills with the ability to engage with stakeholders at all levels, including business users, IT teams, and executive leadership
• Experience with CRM and customer success tools, as well as familiarity with data analysis methods for monitoring customer health
• Problem-solving mindset, proactive approach, and the ability to work independently and collaboratively in a fast-paced environment
• Willingness to travel as needed to meet with customers and support their needs
• This role is ideal for someone passionate about building strong customer relationships, understanding customer business needs, and ensuring success through technology
• If you thrive in a dynamic environment and have a customer-first mindset, we encourage you to apply

Desirable

• Forward Networks is looking for an experienced Technical Account Manager (TAM)
• A Technical Account Manager acts as a trusted advisor and partner to our customers, ensuring they maximize value from our solutions while maintaining high satisfaction and retention
• The TAM plays a crucial role in driving adoption, identifying growth opportunities, and aligning our technology with customers’ business goals
• They provide guidance, best practices, and insights to help customers achieve their business objectives through the effective use of our platform
• Customer Relationship Management: Develop and maintain strong, long-term relationships with customers, acting as their primary point of contact and trusted advisor throughout the customer lifecycle
• Product Adoption & Value Realization: Drive customer success by helping customers understand and effectively utilize the platform’s capabilities, ensuring they achieve their business goals and desired outcomes
• Account Planning & Growth: Develop and execute strategic account plans that align with customers’ goals, identify expansion opportunities, and drive increased platform usage and adoption
• Customer Advocacy: Act as the voice of the customer, collaborating with product and engineering teams to relay feedback, suggest improvements, and influence the development of new features based on customer needs
• Onboarding & Training: Lead the onboarding process for new customers, delivering high level training to ensure customers quickly become proficient and comfortable with the platform
• Health Monitoring & Reporting: Regularly monitor customer health metrics, develop customer success plans, and provide data-driven insights and reports to customers and internal stakeholders
• Collaboration: Work cross-functionally with sales, engineering, and product management teams to align customer needs and drive mutual success