Technical Account Manager

AgencyBloc•Cedar Falls, IA

About The Position

The Technical Account Manager (TAM) serves as a dedicated strategic partner and technical advisor to a portfolio of clients within the insurance industry. Embedded within the Professional Services team, the TAM is responsible for driving the successful adoption and ongoing optimization of our SaaS platform, directly contributing to recurring professional services revenue growth. This role acts as the primary point of contact for post-implementation technical engagement, proactively identifying opportunities to deepen platform utilization, expand service delivery, and strengthen long-term client relationships. The TAM will leverage deep product expertise, integration knowledge, and insurance industry acumen to ensure clients realize maximum value from their investment—translating that value into sustained contract growth and renewals.

Requirements

Bachelor’s degree in Business, Information Systems, Computer Science, or a related field required, or equivalent combination of education and experience.
Minimum of 5 years of experience in a Technical Account Management, Solution Engineering, Customer Success, or Professional Services role within a SaaS technology company.
Demonstrated experience managing and growing a portfolio of enterprise or mid-market accounts, with a focus on recurring services revenue and contract expansion.
Prior experience working with or within the insurance industry strongly preferred; familiarity with agency management systems (AMS), carrier integrations, or insurance commission workflows is a significant advantage.
Proficiency working with REST APIs, including hands-on experience configuring, testing, and troubleshooting API integrations using tools such as Postman or equivalent.
Experience with system integration platforms, middleware solutions, or iPaaS tools (e.g., Zapier, MuleSoft, Boomi, or similar).
Ability to read and interpret API documentation and assist clients in implementing and maintaining API-based workflows.
Familiarity with data formats such as JSON and XML, and comfort working with technical teams on integration specifications.
Proficient in Microsoft Office Suite, CRM platforms (e.g., Salesforce, HubSpot), and project management tools (e.g., Jira, Asana, Monday.com).
Exceptional communication and presentation skills, with the ability to translate complex technical concepts for both technical and non-technical audiences.
Strong consultative skills with a client-first mindset and demonstrated ability to identify and address client needs proactively.
Proven project management capabilities, including the ability to manage multiple concurrent engagements, prioritize tasks, and meet deadlines.
Highly organized and detail-oriented, with a structured approach to documentation and account management.
Self-motivated and adaptable, with the ability to thrive in a fast-paced, evolving SaaS environment.
Collaborative team player with experience working cross-functionally across Sales, Product, Engineering, and Support organizations.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Nice To Haves

Preference will be given to internal applicants and candidates with demonstrated AMS+ platform expertise.

Responsibilities

Serve as the primary technical point of contact for an assigned portfolio of clients, building trusted advisor relationships that support retention, expansion, and recurring services revenue.
Conduct regular cadence calls, business reviews, and health checks to assess client satisfaction, platform adoption, and identify upsell or cross-sell opportunities aligned with Professional Services offerings.
Develop and maintain client success plans that outline key milestones, usage goals, and scheduled professional services engagements built into subscription agreements.
Proactively identify client needs and recommend additional services, configurations, or integrations to maximize platform ROI and expand the scope of contracted services.
Provide expert-level guidance on platform configuration, workflows, and best practices tailored to each client’s insurance business model.
Lead technical discovery sessions to understand client environments, data flows, and integration requirements, translating those needs into actionable solutions.
Advise clients on system integrations, API utilization, and data exchange strategies to extend platform value across their technology ecosystem.
Partner with internal product and engineering teams to communicate client technical requirements, escalate issues, and influence the product roadmap based on customer feedback.
Support clients through platform upgrades, new feature rollouts, and configuration changes, ensuring minimal disruption and accelerated adoption.
Scope, deliver, and document recurring professional services engagements—including training, workflow optimization, integration setup, and configuration work—bundled within client subscription contracts.
Collaborate with Sales and Professional Services leadership to design and price recurring services packages that align with client needs and company revenue targets.
Track and report on services utilization, ensuring clients fully leverage contracted hours and identifying opportunities to expand service capacity within renewals.
Drive the preparation and execution of Statement of Work (SOW) documents for expanded or new professional services engagements.
Maintain accurate records of all client interactions, services delivered, and revenue activities within CRM and project management systems.
Apply knowledge of insurance industry operations—including agency management, commission structures, policy administration, and carrier relationships—to provide contextually relevant technical guidance.
Advise clients on platform configurations specific to insurance workflows, including commission processing, VOIP integrations, compliance requirements, and reporting.
Stay current on insurance industry trends, regulatory changes, and emerging technologies to provide forward-looking recommendations to clients.
Lead client-facing discussions and technical workshops around system integrations, API connectivity, and data synchronization between the platform and third-party tools.
Assist clients in designing and troubleshooting API-based integrations, ensuring data integrity and operational continuity across connected systems.
Collaborate with internal integration engineers to scope, test, and validate integration solutions, serving as the client’s technical liaison throughout the process.
Document integration architectures, API configurations, and troubleshooting guides for client and internal reference.
Work closely with Sales, Implementation, Support, and Product teams to ensure a seamless client journey from onboarding through long-term account management.
Represent the voice of the client in internal discussions, advocating for product enhancements, process improvements, and resource allocation that drive client outcomes.
Mentor junior team members and contribute to the development of internal playbooks, templates, and best practices for TAM engagement models.
Other duties as assigned by your manager.