Technical Account Manager (TAM)

Job Title: Technical Account Manager Base Salary:
Reports to:  CEO/Leadership Department:  Sales
No capped commission

Position Overview

We are a fast-growing technology startup specializing in compliance solutions, and we are seeking a Technical Account Manager to join our team. The ideal candidate will have a strong background in compliance, governance, and risk management, combined with a proven track record of managing client relationships and driving customer success. As a self-starter with excellent communication skills, you will play a critical role in ensuring our clients achieve their compliance goals while fostering long-term relationships.

Role

As a Technical Account Manager (TAM), you will serve as the primary liaison and trusted advisor for partners using the Compliance Scorecard platform. Your focus will be ensuring successful onboarding, platform adoption, and long-term partner satisfaction. You’ll lead technical setup, training, and proactive engagement to help partners achieve measurable outcomes and maximize value from their investment.

You’ll collaborate cross-functionally with Sales, Marketing, and Product teams to improve the partner experience, strengthen retention, and drive expansion opportunities through KickStart and platform engagement programs.

Role Objectives

  • Lead new partner onboarding, including platform setup, configuration, and initial training to ensure full adoption and readiness for launch.
  • Maintain accurate, real-time records in the CRM, logging all partner communications, configurations, and milestones for full visibility and accountability.
  • Conduct proactive partner health reviews to identify risks, opportunities, and training needs early in the lifecycle.
  • Deliver ongoing partner enablement through scheduled calls, peer groups, and targeted training focused on maximizing platform value and KickStart success.
  • Collaborate with Sales and Marketing to strengthen the partner experience, drive engagement, and ensure consistent messaging and alignment.
  • Track and report on partner adoption, retention, and satisfaction metrics to leadership weekly.
  • Maintain consistent communication with leadership through daily Slack updates and participation in scheduled team meetings and performance reviews.

Responsibilities

  • Serve as the primary liaison for assigned partners, ensuring their success, satisfaction, and measurable results with the Compliance Scorecard platform.
  • Lead all aspects of partner onboarding, including configuration, data setup, and guided training to achieve full platform adoption.
  • Maintain regular partner engagement through scheduled calls, email, and virtual meetings to review goals, challenges, and opportunities.
  • Host two partner calls per month and one peer group session monthly, delivering at least 15 minutes of focused training during each session.
  • Monitor partner health, usage metrics, and engagement trends to proactively address issues and reduce churn risk.
  • Collaborate with Sales, Marketing, and Product teams to ensure alignment, consistent communication, and a seamless partner experience.
  • Support the KickStart program and CX initiatives by tracking partner progress, identifying expansion opportunities, and sharing feedback with leadership.
  • Document all key partner interactions, configurations, and updates in the CRM for accurate tracking and cross-team visibility.
  • Provide partner insights and feedback to internal teams to improve the platform, training content, and partner communications.
  • Stay informed on platform developments, market trends, and MSP ecosystem changes to anticipate partner needs and strengthen relationships.

Required Skills and Qualifications

  • Proven success managing customer relationships or accounts within a SaaS or technology environment.
  • Experience in onboarding, technical setup, or customer success, preferably in a B2B or MSP-focused business.
  • Strong understanding of SaaS platforms, compliance workflows, and managed service provider business models.
  • Ability to troubleshoot basic technical issues and guide partners through platform configuration and adoption.
  • Excellent communication and presentation skills, both written and verbal, with the ability to explain complex concepts in simple terms.
  • Proficiency with CRM systems such as HubSpot, ensuring accurate data entry, task management, and reporting.
  • Comfortable working cross-functionally with Sales, Marketing, and Product teams to improve partner outcomes and CX processes.
  • Highly organized and able to manage multiple partners, meetings, and follow-ups with minimal oversight.
  • Strong analytical skills with the ability to interpret partner health metrics, satisfaction data, and usage insights.
  • Self-motivated, growth-oriented, and comfortable in a fast-paced, customer-facing environment.

Key Performance Indicators

Client Contact Frequency

  • Monthly Phone Contacts: Maintain regular phone communication with all assigned partners each month.
  • Quarterly Account Reviews: Complete formal account reviews with 100 percent of assigned partners every quarter.
  • Bi-weekly Check-in Participation: Ensure at least 80 percent participation in scheduled bi-weekly partner check-in calls.

Onboarding Success

  • Onboarding Completion Rate: Achieve 100 percent completion of onboarding within 10 business days of contract signing.
  • Onboarding Session Attendance: Conduct at least one live onboarding and configuration session for every new partner.

Customer Support Efficiency

  • Support Ticket Resolution Time: Maintain an average ticket resolution time within established SLA targets.
  • First Response Time: Respond to all partner inquiries within one business day.
  • Support Request Types: Track and categorize all incoming support requests by topic (technical, platform, compliance, or general).

Client Satisfaction and Retention

  • Net Promoter Score (NPS): Maintain a minimum partner NPS of 6 or higher.
  • Customer Satisfaction Score (CSAT): Achieve an average CSAT rating of 4 or higher on post-interaction surveys.
  • Client Retention Rate: Maintain an annual retention rate of 95 percent or greater across assigned accounts.

Client Engagement and Usage

  • Active Client Percentage: Ensure at least 90 percent of partners are active users of the platform each month.
  • Feature Utilization Rate: Monitor and increase usage of key platform features and modules over time.
  • Training Session Attendance: Achieve a minimum of 75 percent attendance for partners invited to ongoing enablement sessions or webinars.

Performance Monitoring and Reporting

  • Performance Report Timeliness: Deliver all required partner performance and adoption reports on schedule each month.
  • Feedback Loop Effectiveness: Provide actionable partner feedback to internal teams weekly and track the implementation of resulting improvements.

Product Feedback and Improvement

  • Feedback Collection Rate: Gather feedback from at least 80 percent of assigned partners each quarter.
  • Monthly Feedback Summaries: Complete monthly partner feedback summaries to support roadmap and CX alignment.

Sales and Expansion

  • Upsell and Cross-sell Rate: Identify and convert at least two expansion opportunities per quarter within the assigned portfolio.
  • Revenue Growth from Existing Clients: Contribute to measurable quarter-over-quarter revenue growth from assigned partners.
  • Client Account Growth: Increase platform usage and module adoption across assigned partners each quarter.

Partner Advocacy and Reviews

  • Review Generation: Secure at least 4 verified partner reviews per month on public platforms such as G2, Channel Program, or Google Reviews.
  • Advocacy Identification: Identify and nominate at least one partner per quarter as a potential reference, case study, or webinar participant.
  • Co-Marketing Participation: Encourage partner participation in co-branded initiatives, testimonials, and review campaigns coordinated with Marketing.
  • Review Quality and Response: Monitor partner reviews for accuracy and sentiment, coordinating with leadership and Marketing to respond appropriately and leverage positive reviews.

Key Traits

  • Motivated self-starter who takes ownership of partner relationships and outcomes from onboarding through renewal.
  • Empathetic communicator who can balance technical support with strategic business conversations.
  • Adaptable and resourceful when managing multiple partners, priorities, and technical requests.
  • Highly organized with strong attention to detail in documenting partner interactions and maintaining CRM data integrity.
  • Collaborative team player who works effectively across Sales, Marketing, and Product to deliver a unified partner experience.
  • Curious and proactive learner who stays ahead of product updates, market changes, and industry best practices.
  • Comfortable hosting live calls, delivering training sessions, and representing the company professionally in partner-facing forums.
  • Data-driven thinker who uses partner metrics and feedback to improve engagement and retention strategies.
  • Resilient under pressure, maintaining composure and responsiveness when challenges arise.
  • Customer-obsessed mindset with a focus on measurable success, satisfaction, and long-term value creation for every partner.

Benefits

  • Career Growth: Opportunities for professional development and career advancement in a dynamic startup environment.
  • Health Coverage: Employer-provided health insurance.
  • Financial Benefits: Competitive salary and bonus opportunities.
  • Work-Life Balance: Remote, unlimited time off after 90 days, and a supportive team culture.

How to Apply

If you are passionate about compliance and dedicated to helping clients succeed, we would love to hear from you. Please submit your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role. Also include specific Client Success Stories, with a brief section or link to each, to illustrate the impact of the role.

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