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.