Technical Account Manager

NEPSE Trading; Northern (KY); Hybrid; USD 106,000 - 185,000; Full time

Benefits offered by this job

Discretionary bonus

Restricted Stock Units

401(k) match

Job summary

Workiva's Technical Account Managers (TAMs) are a critical part of our customer-facing team, serving federal and enterprise accounts. The TAM acts as the primary point of contact and strategic advisor for high-profile customers, managing all aspects of product support for the customer from issue resolution to proactive planning, guidance and prevention.

This role blends account management strategies with technical advanced support skills to act as a trusted advisor, navigating complex customer

Qualifications

• Six or more years in a technical account management or related SaaS role.
• Experience working with federal customers and government requirements preferred.
• Strong knowledge of databases and APIs; familiar with XML/JSON structures.

Responsibilities

• Serve as primary liaison for strategic customers to ensure timely response and resolution.
• Maximize customer ROI on the Workiva Platform with emphasis on security and compliance.
• Manage SLAs, lead regular customer meetings, and drive platform adoption.

Skills

Technical Account Management

Customer Success Management

SaaS Support

Client Services

Account Management

Education

Bachelor's degree

Tools

Splunk

Jira

Confluence

AWS Services

Zendesk

Microsoft SQL

Oracle SQL

PostgreSQL

RedShift

Job description

## About the roleWorkiva 's Technical Account Managers (TAMs) are a critical part of our customer-facing team, serving both federal and enterprise accounts. The TAM acts as the primary point of contact and strategic advisor for high-profile customers, managing all aspects of product support for the customer from issue resolution to proactive planning, guidance and prevention. This role blends account management strategies with technical advanced support skills in order to act as a trusted advisor for our customers by navigating complex customer needs, delivering exceptional support, and driving platform adoption.What You'll Do Serve as the main liaison for strategic customers to ensure timely response and resolution delivery Maximize and enable our customers' ROI on the Workiva Platform while ensuring the highest levels of security and compliance, particularly for federal clients and those requiring confidentiality of their data Build strong relationships with key stakeholders, including executives, servicing as the main contact for all support related issues Manage and report on performance against service level agreements (SLAs), creating action plans when SLAs are not being met Facilitate regular customer conference calls and meetings to ensure continuous information flow and timely updates Oversee escalations and deliver Root Cause Analysis for high priority cases Advocate for customers internally by providing feedback to various Workiva teams included, but not limited to, Sales, Services, Marketing, Product, and Engineering Work with Sales and Customer Success as needed to aid in upcoming renewals and achieve revenue retention targets Collaborate with internal teams to drive adoption through effective onboarding, training, and support Ensure technical health of the platform through business reviews or consultations Maintain comprehensive knowledge and certifications of the Workiva Platform to meet the evolving needs of customers What You'll Need Minimum### RequirementsTypically requires a minimum of 6 years of related experience Bachelor's degree Preferred Qualifications Ability to obtain and maintain a Public Trust level of security clearance for all Federal customers Experience with systems like Splunk, Jira, Confluence, AWS Services, and/or Zendesk preferred Experience in a Technical Account Management or similar role in a SaaS company preferred Experience with federal customers and knowledge of government requirements preferred Experience in Accounting, Finance, database support or system/network administration preferred Experience working with product management or product development in a software company Intermediate to advanced experience with one or more of the following technologies required Database technologies, e.g.: Microsoft SQL, Oracle SQL, PostgreSQL, RedShift Programming interfaces and API technologies e.g.: Restful API, SOAP, WSDL and OpenAPI spec Basic understanding of XML/JSON and their structures - script languages e.g.: Python, Java, Node .js, PowerShell, .BAT/Shell, Perl Travel Requirements & Working Conditions Reliable internet access for any period of time working remotely, not in a company office Willingness to travel (up to 10% of the time) for team and customer meetings, and corporate events How You'll Be Rewarded | Salary range in the US: $106,000.00 - $185,000.00 | A discretionary bonus typically paid annually | Restricted Stock Units granted at time of hire | 401(k) match and comprehensive employee### benefitspackage The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.Why Join Workiva Workiva is the platform designed to bring confidence, control, and a competitive edge to the world's most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation - ensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.At Workiva, you'll bring technology to market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny. If you're energized by meaningful challenges, inspired by collaborative teams, and motivated to help organizations turn uncertainty into advantage, we'd love to meet you.Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other protected characteristic. Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email .Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards. Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment. Originally posted on Himalayas## Required skillsTechnical Account ManagementCustomer Success ManagementSaaS SupportClient ServicesAccount ManagementSenior Technical Account ManagerpythonnodejssqlpostgresqlawsaccountingsalesmarketingdrivingLocation: United States