Technical Account Manager

Fama Technologies

22d•$100,000 - $120,000•Remote

About The Position

Fama is seeking a Technical Account Manager to be the backbone of their customer and partner experience program. This role involves shepherding AI agents into the customer experience and requires a high degree of commercial awareness to move complex projects forward with senior, external, and internal technical stakeholders. The individual will be responsible for onboarding, implementation, process evolution, escalation triage, prompt engineering, workflow design, sales engineering, pre-sales preparation, IT and security client questionnaires, technical subject matter translation, and the interplay between Fama’s Go-to-Market (GTM) and technical teams. This role is described as a groundbreaker and problem-solver, utilizing expert change management, thoughtful education, and customer-centricity.

Requirements

6+ years in a technical account management, implementation, solutions engineering, or technical support role, ideally supporting API/integration work and work with setup and configuration of AI solutions.
Demonstrated experience with AI prompt engineering for user empowerment and precision, task adaptability, maximizing output quality, and risk mitigation and errors.
Leveraging AI to troubleshoot technical problems to maximize the effectiveness, safety, and beneficial use of AI interactions.
Functional experience in deploying process optimization techniques, with a proven ability to analyze and improve processes effectively.
Knowledgeable about tool stacks in API testing and development, authentication, database management, business intelligence, and programming languages.
Experience with Postman.
Experience with Okta (SSO).
Experience with SQL and/or similar experience with databases.
Experience with Thoughtspot and/or similar business intelligence tools.
Ability to lead technical conversations with customers or partner engineering teams confidently.
Experienced in managing complex IT deployments in enterprise environments.
Embrace change management and understand the nuances of guiding an organization to adapt its approach or modify long-standing workflows and practices.
A self-starter who holds strong convictions that are open to being re-evaluated.
Take pride in your technical aptitude and consistently go the extra mile to keep your skills sharp.
Comfortable as the person who builds the process rather than following existing ones, including taking on tasks and finding solutions.
Prioritizes great communication, empathy, and collaboration.

Nice To Haves

Python, JavaScript experience.

Responsibilities

Own end-to-end technical onboarding for new customers & resellers, including API integration, sandbox environment setup & testing, configuration, user provisioning, prompt configuration, and go-live support.
Identify and address technical and process gaps that could hinder a successful onboarding.
Onboard and train all end-users to ensure they are proficient in using the product independently.
Own the AI prompt engineering workflow development and adjudication design for enterprise customer configurations.
Reduce time-to-first-order and accelerate ramp time by owning the technical checklist for clients.
Build and maintain onboarding documentation and self-serve setup guides.
Establish processes that support the effective deployment of Fama’s solutions within customers’ organizations.
Collaborate with HR, Employee Relations, Talent Acquisition, Security, Legal, Privacy & Compliance, and others to map existing screening processes and develop new ones.
Streamline communication to ensure Fama’s unique selling proposition is consistent and clear.
Translate a customer’s technical or business requirements into clear action items & outcomes for the Fama organization.
Become the GTM teams’ go-to expert regarding the product (configuration, use cases, deployment, integration, troubleshooting).
Become the R&D teams’ go-to expert on how the product is being used and address gaps in analytics and surveys.
Support sales representatives and account owners during technical conversations with resellers, customers, and prospects.
Lead critical pre-sales activities such as IT and security questionnaires and technical conversations.
Assist customers and resellers with AI model configuration to meet custom requirements.
Act as the main technical escalation point for customers and resellers.
Efficiently triage, investigate, and resolve technical issues directly where possible, coordinating with engineering and product teams as needed.
Track and monitor escalation patterns by account and product area to identify systemic issues.
Develop materials and a knowledge base to scale pre-sales support and technical escalations.