Fama has been delivering AI solutions to its customers for a decade. We9re hiring a Technical Account Manager to be the backbone of our customer and partner experience program, shepherding the next generation of agentic, forward deployed agents into the customer experience. This individual must have a high degree of commercial awareness with the ability to move complex projects forward with senior, external, and internal technical stakeholders across the enterprise. Through expert change management, thoughtful education, and customer-centricity this role is a groundbreaker and problem-solver.

The person in this role will own onboarding (configuration and end user education), implementation, process evolution, triage escalations, prompt engineering and workflow design, sales engineering, pre-sales preparation, IT and security client questionnaires, technical subject matter translation and the broader interplay between Fama9s Go-to-Market (GTM) and technical teams.

What You9ll Do

Own Onboarding and Implementation

• Own end-to-end technical onboarding for new customers & resellers - API integration, sandbox environment setup & testing, configuration, user provisioning, prompt configuration, and go-live support.
• Identify & address technical and process gaps that could hinder a successful onboarding. This is not an engineering role, but it helps if you speak the language.
• Onboard and train all end-users to ensure they are proficient in using the product independently.
• Own the AI prompt engineering workflow development and adjudication design for enterprise customer configurations to ensure prompts in the system are effective.
• Reduce time-to-first-order and acceleration of ramp time by owning the technical checklist for clients to start placing orders quicker.
• Build and maintain onboarding documentation and self-serve setup guides to enable onboarding scalability to facilitate a seamless customer experience to transition into our products.

Lead Evolution of a Clients9 Business Process

• Technical implementation & training is only part of the story. This role will establish the processes that support the effective deployment of Fama9s solutions within our customers9 organizations.
• Collaborate closely with HR, Employee Relations, Talent Acquisition, Security, Legal, Privacy & Compliance, and others to map existing screening processes and develop new ones.
• Streamline communication to ensure that Fama9s unique selling proposition is consistent and clear to all stakeholders across the organization.
• Translate a customer9s technical or business requirements into clear action items & outcomes for the Fama organization

Own the Intersection Between GTM and R&D

• Become the GTM teams9 go-to expert regarding the product - from configuration, use cases, deployment, integration, and troubleshooting to ensure optimal results for customers. Similarly, become the Research and Development (R&D) teams9 go-to expert on how the product is being used, addressing the gaps in our analytics and surveys.
• Support sales representatives and account owners during technical conversations with resellers, customers, and prospects where in-depth product and technical knowledge is essential for successful outcomes.
• Lead critical pre-sales activities such as IT and security questionnaires and technical conversations for both resellers and end customers.
• Assist customers and resellers with AI model configuration to meet custom requirements.
• Act as the main technical escalation point for customers and resellers.
• Efficiently triage, investigate, and resolve technical issues directly where possible, coordinating with engineering and product teams as needed.
• Track and monitor escalation patterns by account and product area to identify systemic issues before they become recurring complaints.
• Develop materials and a knowledge base that enables us to scale how we handle pre-sales support and technical escalations.

Technical Experience

• Demonstrated experience with AI prompt engineering for user empowerment and precision, task adaptability, maximizing output quality, and risk mitigation and errors.
• Leveraging AI to troubleshoot technical problems to maximize the effectiveness, safety, and beneficial use of AI interactions.
• Have functional experience in deploying process optimization techniques, with a proven ability to analyze and improve processes effectively.
• Knowledgeable about tool stacks in API testing and development, authentication, database management, business intelligence, and programming languages.
  
  • Postman
  • Okta (SSO)
  • SQL and/or similar experience with databases
  • Thoughtspot and/or similar business intelligence tools
  • Python, JavaScript experience (nice to have).

Who you are

• Have 6+ years in a technical account management, implementation, solutions engineering, or technical support role, ideally supporting API/integration work and work with setup and configuration of AI solutions.
• Ability to lead technical conversations with customers or partner engineering teams confidently.
• Experienced in managing complex IT deployments in enterprise environments.
• Embrace change management and understand the nuances of guiding an organization to adapt its approach or modify long-standing workflows and practices.
• A self-starter who holds strong convictions that are open to being re-evaluated.
• Take pride in your technical aptitude and consistently go the extra mile to keep your skills sharp.
• Comfortable as the person who builds the process rather than following existing ones, including taking on tasks and finding solutions.
• Prioritizes great communication, empathy, and collaboration
• Bonus: experience in HR tech, background screening, investigations.

The salary range for this position is: $100,000 - $120,000 annually. Compensation for this role will depend on various factors, including qualifications, specialized skills, budgetary considerations, labor market conditions and demand, and applicable laws. In addition to base compensation, this role can participate in our equity incentive and competitive benefits plans. Exact compensation may vary based on skills, experience, and location. Performance-based compensation and equity incentives are available.

• Remote first - Flexible work environment.
• Our flexible workplace comes with vacation days, sick days, volunteer time off, and paid parental leave.
• Great Financial Incentives. competitive compensation packages, equity, and generous total rewards plans.
• Employees can access Wellness Programs and more for FREE.