Technical Account Manager

Dayshape • Jersey City, NJ

12h • $115,000 - $150,000 • Remote

About The Position

The Technical Account Manager (TAM) is a customer-facing technical advisor within Dayshape’s Value Optimization team, part of the Service Delivery Organization, and responsible for helping strategic and complex customers maximize the value of their Dayshape environment as quickly as possible. The professional services market is seeing significant change from M&A, PE investment and adoption of AI technologies. The Dayshape TAM is there to primarily support the Customer Success team in helping our customers to navigate that change and confidently drive their adoption of Dayshape forward from a technical perspective, unlocking the benefits of new features and functionality, ensuring their integrated data is totally dependable and gives firm wide insights driving actions from the Resource Manager level right up to C suite.
The TAM develops a deep understanding of each customer’s technical landscape, including configuration, integrations, data flows, environments, and business requirements. They work proactively with customers to identify technical risks, optimize their use of Dayshape, and uncover opportunities where additional technical services or Dayshape capabilities can deliver value.
The TAM works closely with Customer Success, Support, Product, Engineering, and Professional Services to provide technical leadership and continuity throughout the customer lifecycle.

Requirements

• Experience in Technical Account Management, Solutions Consulting, or a similar customer-facing technical role.
• Experience working with complex enterprise SaaS customers.
• Experience with workforce planning, resource management, project staffing, PSA, ERP, HCM, or scheduling solutions.
• Strong understanding of SaaS platforms, integrations, APIs, data flows, and enterprise technical environments.
• A solid understanding of database concepts and data relationships, ideally with some experience using SQL to investigate issues.
• Basic JavaScript skills, enabling the configuration and troubleshooting of workflows.
• Strong analytical and technical problem-solving skills.
• Ability to translate business requirements into technical solutions.
• Excellent communication and stakeholder management skills.
• Ability to communicate effectively with both technical stakeholders and senior business leaders.
• Strong organizational skills and ability to manage multiple strategic customers.
• Experience working cross-functionally with Customer Success, Support, Product, Engineering, and Sales.
• Commercial awareness and the ability to recognize opportunities for additional services and solutions.

Nice To Haves

• Experience working with Dayshape software
• A good understanding of, or experience working with Resource Management in Professional Services firms
• Experience supporting professional services organizations such as accounting, consulting, tax or advisory firms.
• Familiarity with professional service firms reporting, and customer health metrics.
• Experience driving organizational change, adoption programs, or value realization initiatives.
• A first class degree in Maths, Engineering or similar subject

Responsibilities

• Build strong relationships with customer IT administrators, technical leads, system owners, Resource Management professionals and other key stakeholders.
• Understand customers' business objectives, operating models, and resource management challenges.
• Help customers maximize adoption of Dayshape capabilities and best practices.
• Contribute to strategic account reviews focused on value realization and business outcomes.
• Identify opportunities to improve resource management maturity and operational efficiency.
• Participate in account planning, QBRs/EBRs, and customer governance where appropriate.
• Partner with Customer Success and the commercial team to surface expansion or product cross-sell opportunities.
• Serve as a trusted technical advisor for an assigned portfolio of strategic customers.
• Develop a detailed understanding of each customer's Dayshape environment, configuration, integrations, data flows, and technical dependencies.
• Provide expert guidance on Dayshape configuration, workflows, integrations, upgrades and environment usage and identify solutions to improve user adoption, process effectiveness, and overall platform value.
• Facilitate customer health workshops and analyse customer health metrics, adoption trends, and operational data to identify risks and opportunities.
• Support customers through organizational changes, new feature adoption, and evolving operating models.
• Conduct technical discovery and translate customer requirements into potential solutions.
• Partner closely with Customer Success Managers on account strategy, renewal readiness, and risk mitigation.
• Contribute to customer communities, forums, and knowledge-sharing initiatives.
• Identify customer requirements that may benefit from additional Professional Services.
• Partner with Professional Services colleagues to scope consulting, configuration, integration, optimization, and technical engagements.
• Review recurring support trends to identify underlying technical or configuration issues.
• Coordinate the appropriate Dayshape technical resources when specialist expertise is required.
• Surface customer insights, challenges, and emerging trends.
• Help improve internal understanding of customer workflows, priorities, and business processes.
• Triage enhancement requests and influence product direction by bringing real-world customer experiences into product discussions.
• Provide customer and environment context to Support when needed.
• Partner with Support on complex issues where proactive technical guidance can help drive a longer-term resolution.
• Ensure learnings from significant issues are incorporated into the customer's technical strategy.

Benefits

• Comprehensive medical, dental and vision benefits
• Disability and life insurance
• 401k with employer matching
• Paid four-week sabbatical in your fifth anniversary year on top of your holiday entitlement.
• At least $1,400 per year to spend on professional and personal development.
• Volunteering time – up to 20 hours a year to participate in volunteer work.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Ph.D. or professional degree