Technical Engagement Manager

Accounting Seed; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Accounting Seed, a rapidly growing accounting software company built on the Salesforce platform, seeks a Technical Engagement Manager to blend customer success with platform expertise for Non-Profit and SMB clients. You will be the trusted advisor and hands-on problem solver, owning relationships, driving product adoption, and resolving Tier 0/1 cases.

Collaboration with Sales, Implementations, and Product teams is expected.

Qualifications

• Bachelor's degree; accounting background preferred.
• 3–5 years in a customer-facing role such as CS, support, or consulting.
• 2+ years accounting knowledge (AR/AP/GL).
• Experience with Accounting Seed and Salesforce (permissions, layouts, automations).
• Non-Profit vertical experience is a plus.

Responsibilities

• Serve as primary contact for Non-Profit and Operational accounts.
• Deepen client relationships through proactive outreach and defined campaigns.
• Monitor customer activity and adoption of licenses and core features.
• Perform NPS surveys and collect feedback in partnership with Product/Support teams.
• Nurture the Non-Profit community and share insights with leadership and Product.

Skills

Customer-facing experience

Account management

Software implementation

Salesforce knowledge

Strong communication

Problem solving

Education

Bachelor's degree

Tools

Salesforce

CRM software

Job description

Accounting Seed is a rapidly growing accounting software company with a leading-edge application built on the Salesforce platform, sitting at the intersection of information technology and accounting.

We are seeking a customer-centric, technically skilled individual to join our Customer Experience team as a Technical Engagement Manager, supporting our Non-Profit vertical and Operational client base. This role combines the relationship-building and proactive engagement of a customer success professional with the technical depth of a platform expert, so you will serve as both the trusted advisor and the hands-on problem solver for your portfolio of clients.

As a Technical Engagement Manager, you are responsible for cultivating strong customer relationships, driving product adoption and retention, and owning and resolving Tier 0 and Tier 1 technical cases within your book of business. You will be part of our Product Consultant team and will work collaboratively with Sales, Implementations, and Product Development. Teamwork and communication are essential.

In this role, being proactive and responsive is critical. You need exceptional communication skills, a passion for helping customers succeed, and the technical curiosity to dig into a complex issue and see it through to resolution. Our solution targets the Non-Profit and SMB markets, and you will interact with a range of personas, from the Executive Director or Owner, to the CFO, to the Salesforce Administrator and accounting end users.

What You'll Do

Customer Engagement & Relationship Management

• Serve as the primary point of contact for a portfolio of Non-Profit vertical and Operational accounts, building trusted, proactive relationships throughout the customer lifecycle.
• Deepen client relationships through proactive outreach and defined campaigns.
• Monitor customer activity via health indicators to ensure clients are utilizing user licenses, leveraging core functionality, maintaining release currency and adopting new enhancements.
• Perform NPS surveys that confirm satisfaction, collecting feedback and resolving issues in partnership with the Product and larger Support teams.
• Facilitate and nurture the Non-Profit community group and forum, driving active participation and engagement across the customer base.
• Share customer insights with Leadership and Product team to advocate for your customers and inform the Product Roadmap.
• Positively impact customer retention and renewal, and drive expansion revenue through increased product adoption and usage.

Technical Ownership & Case Resolution

• Own Tier 0 and Tier 1 support cases across the platform for your account portfolio, diagnosing issues for the AR module, AP module, reporting module, or other technical issues with the platform
• Configure and troubleshoot Salesforce orgs in the context of Accounting Seed, including permission sets, page layouts, etc.
• Manage your own case backlog independently, prioritizing effectively across multiple open issues and escalating to Tier 2 and Tier 3 with clear, well-documented context when needed.
• Identify recurring case patterns and contribute to the knowledge base by flagging documentation gaps, suggesting new articles, and sharing workarounds with the broader team.
• Leverage AI and internal resources for efficient case handling and process improvement for end users.
• Develop and update tools, processes, and best practices to ensure customers realize the greatest possible value from Accounting Seed.

Skills and Requirements

• Bachelor's degree; degree in accounting preferred.
• 3 to 5 years of experience in a customer-facing role, such as Customer Success, Customer Support, Account Management, or software implementation/consulting.
• 2+ years accounting knowledge, education, or experience (AR, AP, general ledger, bank reconciliation, period close).
• Accounting Seed specific experience is strongly preferred; Salesforce experience is preferred, including comfort with permission sets, page layouts, Flow-based automations, and sandbox environments.
• Non-Profit vertical experience is beneficial (for example, fund accounting, grant tracking, or nonprofit financial reporting).
• Demonstrated ability to troubleshoot complex, multi-layered software issues, isolating the root cause and communicating it clearly.
• Exceptional client management and communication skills, comfortable engaging personas ranging from Executive Director/Owner to CFO to Salesforce Administrator.
• Organized, with the ability to manage a large and varied client portfolio and multi-task across responsibilities.
• Confident, high energy, self-motivated, and a collaborative team player.
• A positive, can-do attitude, with a growth mindset and a drive to keep learning and taking on more.
• Curious and conversational, with a natural troubleshooting mindset and the ability to stay calm under pressure.
• Strong documentation and follow-up skills; comfortable maintaining detailed records in a CRM/CS platform.