Note: The job is a remote job and is open to candidates in USA. Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. The Technical Account Manager will own the post-sale journey for enterprise clients, ensuring implementation excellence and driving product adoption while building strong client relationships.
Responsibilities
- Own and manage a dedicated enterprise client portfolio as primary technical advisor
- Deliver seamless implementations from kickoff through go-live, coordinating internal teams and ensuring timely deployment
- Develop deep understanding of each client's goals and translate them into actionable plans with measurable results
- Engage clients regularly via Zoom, email, phone, and on-site visits to strengthen relationships and ensure alignment
- Navigate ambiguous implementation scenarios independently — diagnose issues, own the path to resolution, and escalate only when truly blocked
- Drive product adoption with measurable improvements in usage metrics and client health scores
- Conduct technical assessments of API implementations and lead quarterly optimization sessions
- Guide clients on product integrations and troubleshooting in collaboration with the Implementation Engineer
- Serve as the first technical point of contact for enterprise clients during implementation and post-go-live, owning technical triage and driving resolution with Implementation and Support
- Educate clients on best practices to maximize value from Symmetry's solutions
- Monitor client health scores, usage metrics, and engagement to identify risks early and implement mitigation plans
- Provide prompt, professional responses to inquiries ensuring fast resolution and strong confidence
- Own risk identification and mitigation planning for your portfolio; partner with Account Management on renewal execution
- Identify process improvements that reduce implementation time and increase team capacity
- Leverage AI tools and automation to streamline reporting, communication, and coordination
- Maintain thorough documentation in CRM and ticketing systems
- Collaborate with Sales, Product, Engineering, and Support to resolve issues and drive continuous improvement
Skills
- Bachelor's degree or equivalent combination of education and experience
- 5+ years in Client Success, Technical Account Management, or Implementation Management in B2B SaaS
- Proven track record managing enterprise portfolios and driving retention, adoption, and client satisfaction
- Experience project managing complex software implementations from kickoff through go-live
- Technical aptitude to understand API/SDK integrations, conduct assessments, and troubleshoot issues independently
- Track record operating in ambiguous or early-stage environments — you've built process, playbooks, or frameworks where none existed
- Demonstrated experience managing multi-threaded enterprise relationships — navigating multiple stakeholders across business and technical teams simultaneously
- Track record leveraging data and metrics to drive client outcomes and operational efficiency
- Comprehension of API/SDK architecture, RESTful APIs, and integration concepts
- Ability to read API documentation and guide clients through technical implementation independently
- Experience with API testing tools (Postman or similar) for client troubleshooting
- Proficiency with CRM systems (NetSuite, Salesforce, or comparable)
- Experience with customer success platforms (Catalyst, Gainsight, ChurnZero, or similar)
- Working knowledge of project management and ticketing systems (Jira, Asana, Zendesk, or comparable)
- Proficiency with Google Workspace including Slides and Sheets with formulas and data analysis
- Experience with virtual meeting platforms (Zoom, Microsoft Teams, or similar)
- Experience with generative AI tools and building AI agents (ChatGPT, Gemini, or comparable)
- Experience in payroll, HR tech, or compliance technology strongly preferred
- Project management certification (PMP, CAPM, Google Project Management)
- API fundamentals certification (Postman Student Expert or equivalent)
Benefits
- Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role).
- When approved to work from a location other than the office, a secure, reliable, and consistent internet connection is required.
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