Technical Account Manager

Asana•Chicago, IL

12d•Hybrid

About The Position

We're looking for a customer-empathetic and technically-adept Technical Account Manager to serve as a strategic advisor to our largest, most complex enterprise customers. You will partner deeply with customer stakeholders to drive technical enablement, ensure sustained adoption, and align Asana's capabilities with their long-term business goals. In this highly cross-functional role, you will use your strong critical thinking and collaboration skills to influence both internal teams and external executive stakeholders, making a lasting impact on our customer retention and platform growth. This role is based in our Chicago office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

Requirements

5+ years of experience in a customer-facing, consultative technical role (such as TAM, Solutions Engineer, or Implementation Consultant) supporting enterprise SaaS customers.
Strong technical acumen with a solid understanding of APIs, integrations, authentication protocols (SAML, SCIM), and enterprise IT architecture.
Curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
Comfortable presenting to executive audiences, translating complex technical outcomes into compelling business value narratives.
Understands the commercial impact of the role, specifically how account health, data-driven insights, and technical risk reduction connect to net revenue retention (NRR) and expansion.
Thrives in ambiguous, fast-paced environments, using a process-driven and action-oriented approach to manage competing priorities across a large portfolio.
Communicates proactively, thoroughly, and transparently across both highly technical operations teams and non-technical business executives.

Responsibilities

Own the post-sales technical success of enterprise and strategic customers, serving as their primary advisor and partner as they scale their infrastructure.
Lead technical onboarding and build joint success plans with clear milestones and measurable outcomes to accelerate customer time-to-value from day one.
Drive proactive engagement through regular touchpoints, Executive Business Reviews (EBRs), roadmap alignment, and deep platform technical reviews.
Deliver admin and power-user enablement sessions, sharing best practices on Asana APIs, integrations, authentication protocols, and admin governance.
Lead technical escalations, migrations, and incident coordination by partnering cross-functionally to resolve complex issues and mitigate account risk.
Monitor customer health data and usage trends to proactively surface risks, identify expansion opportunities, and support renewal readiness in partnership with Sales.
Collaborate closely with Support, Product, and Engineering to deliver a unified customer experience and advocate for product roadmap enhancements based on customer needs.
Contribute to internal playbooks, SOPs, and knowledge resources to help standardize and elevate the broader TAM practice.