Technical Account Manager FED (TAM)

Forward • DC / VA / MD, VA

8h • $240,000 - $270,000

About The Position

Forward Networks is seeking an experienced Technical Account Manager (TAM) to serve as a trusted advisor and partner to customers. The TAM helps customers maximize value from Forward Networks’ solutions while supporting satisfaction and retention. The role drives product adoption, identifies growth opportunities, and aligns the platform with customers’ business goals by providing guidance, best practices, and insights.

The TAM manages customer relationships throughout the customer lifecycle, leads onboarding and training, monitors account health, and develops strategic account plans. The role also represents the customer’s perspective to product and engineering teams and works cross-functionally with sales, engineering, and product management to support customer and business outcomes.

Requirements

• Bachelor’s degree in business, Information Technology, or a related field, or equivalent practical experience.
• At least 5 years of experience in technical account management, customer success, or a similar role in the technology industry; SaaS experience is preferred.
• Strong understanding of how technology can solve business challenges and ability to articulate that value to customers.
• Proven ability to build and manage customer relationships, drive product adoption, and deliver customer success.
• Excellent communication, presentation, and interpersonal skills, including the ability to engage business users, IT teams, and executive leadership.
• Experience with CRM and customer success tools, and familiarity with data analysis methods for monitoring customer health.
• Problem-solving mindset, proactive approach, and ability to work independently and collaboratively in a fast-paced environment.
• Willingness to travel as needed to meet with customers and support their needs.
• TS/SCI with a CI Poly or greater.

Nice To Haves

• Project management experience and/or certifications, such as PMP.
• Solid understanding of computer networking and familiarity with common issues network engineers might encounter.

Responsibilities

• Develop and maintain strong, long-term customer relationships as the primary point of contact and trusted advisor throughout the customer lifecycle.
• Help customers understand and use the platform’s capabilities to achieve their business goals and desired outcomes.
• Develop and execute strategic account plans aligned with customer goals, identifying expansion opportunities and increasing platform usage and adoption.
• Represent customer feedback to product and engineering teams, suggest improvements, and influence new feature development based on customer needs.
• Lead customer onboarding and deliver high-level training to help customers become proficient with the platform.
• Monitor customer health metrics, develop customer success plans, and provide data-driven insights and reports to customers and internal stakeholders.
• Collaborate with sales, engineering, and product management to align customer needs and drive mutual success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level