Workiva'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 NeedMinimum Requirements
- Typically 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 benefits package
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.
Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.
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