Technical Account Manager FED (TAM) New DC / VA / MD

Forward Networks; Columbia (MD); On-site; USD 240,000 - 270,000; Full time

Job summary

Forward Networks is seeking an experienced Technical Account Manager (TAM) to manage customer relationships and drive success across the platform for enterprise clients. You will understand customer goals and translate them into measurable value, leading onboarding and ongoing engagement across accounts.

You will partner with product, engineering, and sales teams to advocate for customers, monitor health metrics, and plan strategic growth initiatives while traveling as needed.

Qualifications

• Bachelor’s degree in business or IT.
• 5+ years in technical account management or customer success in tech/SaaS.
• Ability to articulate business value of technology.
• Proven track record of building relationships and driving product adoption.
• Excellent communication and presentation skills.
• Willingness to travel; TS/SCI with CI Poly or greater.

Responsibilities

• Develop and maintain strong customer relationships as the primary contact.
• Drive product adoption and ensure customers achieve business goals.
• Create and execute strategic account plans for growth.
• Advocate for customers with product and engineering teams.
• Lead onboarding and training to ensure platform proficiency.
• Monitor health metrics and provide data-driven insights.

Skills

Customer success

Account management

SaaS

CRM tools

Communication

Education

Bachelor’s degree

Tools

Salesforce

Data analytics

Job description

Forward was founded in 2013 by four Stanford Ph.D.s, building the industry's first network digital twin: a mathematically accurate model of the production network. It's the foundation for autonomous networking, giving engineers and AI agents the ability to know the impact of every change before it touches production. That founding instinct still defines how we work. We're accurate and evidence-driven, relentless about clarity, and we'd rather be certain than comfortable, building a groundbreaking platform that transforms how teams run and secure networks across every major cloud and vendor environment.

Global leaders like Goldman Sachs, PayPal, S&P Global, IBM, and Dell trust Forward, alongside fast-growing enterprises and government agencies, realizing an average of $14.2 million in annual benefits, according to IDC. Backed by top-tier investors, including A. Capital, Andreessen Horowitz, Goldman Sachs, MSD Partners, Omega Venture Partners, Section 32, and Threshold Ventures, and headquartered in Santa Clara, we're most proud of our team: curious people who'd rather build what doesn't exist than accept how things have always been done.

Forward Networks is looking for an experienced Technical Account Manager (TAM).

Job Responsibilities:

• Customer Relationship Management: Develop and maintain strong, long-term relationships with customers, acting as their primary point of contact and trusted advisor throughout the customer lifecycle.
• Product Adoption & Value Realization: Drive customer success by helping customers understand and effectively utilize the platform’s capabilities, ensuring they achieve their business goals and desired outcomes.
• Account Planning & Growth: Develop and execute strategic account plans that align with customers’ goals, identify expansion opportunities, and drive increased platform usage and adoption.
• Customer Advocacy: Act as the voice of the customer, collaborating with product and engineering teams to relay feedback, suggest improvements, and influence the development of new features based on customer needs.
• Onboarding & Training: Lead the onboarding process for new customers, delivering high level training to ensure customers quickly become proficient and comfortable with the platform.
• Health Monitoring & Reporting: Regularly monitor customer health metrics, develop customer success plans, and provide data-driven insights and reports to customers and internal stakeholders.
• Collaboration: Work cross-functionally with sales, engineering, and product management teams to align customer needs and drive mutual success.

Required Qualifications:

• Bachelor’s degree in business, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in a technical account management, customer success, or similar role within the technology industry, preferably with SaaS solutions.
• Strong understanding of how technology can solve business challenges and the ability to articulate this value to customers.
• Proven track record of building and managing customer relationships, driving product adoption, and delivering customer success.
• Excellent communication, presentation, and interpersonal skills with the ability to engage with stakeholders at all levels, including business users, IT teams, and executive leadership.
• Experience with CRM and customer success tools, as well as familiarity with data analysis methods for monitoring customer health.
• Problem-solving mindset, proactive approach, and the 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.

Preferred Qualifications It’s a plus if you also have:

• Project Management experience and/or certifications (such as PMP).
• A solid understanding of Computer Networking and familiarity with common issues network engineers might encounter.

This role is ideal for someone passionate about building strong customer relationships, understanding customer business needs, and ensuring success through technology. If you thrive in a dynamic environment and have a customer-first mindset, we encourage you to apply.

The expected On-Target Cash Earnings for this role is between $240,000-$270,000 per year. Within this range, individual pay is determined by several factors including but not limited to, job-related skills, work experience, and relevant education/training

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Forward ’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.