Technical Account ManagerDepartment: Customer Success
Employment Type: Permanent - Full Time
Location: United States
Reporting To: Jeremiah Latour
DescriptionAbout the Role As a Technical Account Manager, you own the health of your customer portfolio. This is an active partnership role. Not just support or check-ins. You'll drive retention by identifying adoption gaps early, delivering hands-on improvements, and ensuring customers realize measurable value over time. Their effectiveness directly determines Gross Revenue Retention.
This role requires candidates to be based in New Jersey with up to 75% travel to customer sites and events. What You'll Do- Own a portfolio of Advantage customers and maintain structured monthly and quarterly engagement cadences.
- Track and document customer health signals including adoption depth, engagement frequency, open issues, sponsor stability and act on deteriorating trends before they escalate.
- Build multi-threaded relationships across customer organizations, not just with a single point of contact.
- Manage at-risk accounts with structured re-engagement plans; escalate when necessary.
- Conduct regular environment reviews and deliver hands-on improvements: configuration, workflows, performance, and reporting.
- Maintain a value log for each customer-documenting optimizations made, issues resolved, and outcomes delivered, to support renewal conversations with evidence.
- Identify and remove adoption barriers before customers experience them as friction.
- Facilitate Customer Success Plans and quarterly roadmap sessions tied to each customer's business objectives.
- Provide governance coaching and portfolio maturity guidance as customer needs evolve.
- Participate in renewal planning 90+ days in advance; partner with Sales when expansion opportunities arise.
- Deliver remote configuration support, integration troubleshooting, and release impact guidance.
- Leverage Power BI, Power Automate, and OnePlan APIs to support reporting and automation needs.
- Coordinate across Support, Product, and Engineering to resolve complex issues efficiently.
Our Ideal Fit- 3+ years in a TAM, Customer Success, or Solutions Consultant role in a B2B SaaS environment.
- Demonstrated ability to manage a portfolio of accounts with measurable retention outcomes.
- Strong technical proficiency. Comfortable diagnosing configuration issues, reading data models, and supporting integrations.
- Excellent communication in high-stakes conversations: difficult renewals, executive briefings, at-risk account recovery.
- Experience with Project Portfolio Management (PPM) concepts and tools.
- Proficiency with Microsoft Power Platform: Power BI, Power Apps, Power Automate.
- Hands-on experience with OnePlan or Microsoft Project.
- Familiarity with SharePoint, Teams, Azure, and the Microsoft 365 ecosystem.
- Experience with Agile and DevOps delivery methodologies.
- Prior experience building or contributing to customer health scoring frameworks.
More Reasons Why You Should Apply!- We're a remote-first company with team members across the USA, Canada, UK, and India!
- OnePlan has been recognized as the Global Microsoft Partner of the Year in Project Portfolio Management in 2019, 2020, 2021, 2022 and 2023.
- We've been named a "Strong Performer" in the latest Forrester Strategic Portfolio Management WAVE report.
- We offer comprehensive health, dental, and vision benefits, with additional insurance options.
- Employer RRSP and 401K matching programs.
- A fun, collaborative, and diverse environment with regular health and team challenges to keep things light and enjoyable!
Ready to Apply?Check out what it's like to work at OnePlan and learn more about us at https://oneplan.ai/
