Technical Account Manager

As a Technical Account Manager (TAM), you will work closely with our customers, build relationships with them, help them achieve their technical goals, and overcome technical challenges. Our TAM team are the technical advocates for ongoing customer needs after their initial implementation. You’ll become an expert in customer-specific workflows and usage of Legion product(s), driving adoption and positive customer experiences. This central role is pivotal in driving optimal technical operations for our customer’s ongoing needs.RESPONSIBILITIES AND DUTIES• Build strong customer relationships, especially with key customer stakeholders and sponsors• Develop insights and corrective actions across broader customer issues• Translate customer technical requests and business requirements into Legion configuration updates needed• Guide customers through making their own configuration changes where possible and when not possible, complete configuration changes on behalf of the customer, following their change management processes• Plan for, execute and report on annual customer-specific operational reviews including – change management, administration assessment and configuration review• Make sure all deliverables arrive in good order, on time, and fulfill customer requirements with thorough testing execution• Ensure good customer-specific documentation hygiene for future reference and simple knowledge transfers• Keep track of key account metrics for assigned accounts• Communicate progress to both internal and external stakeholders• Contribute functional and technical articles to the Legion Knowledge Base for customers and internal teamsCross-Functional Collaboration:• Collaborate with internal teams to achieve high adoption and positive NPS/customer sentimentTechnical Support and Issue Resolution:• Serve as the primary point of contact for technical issues and escalations from assigned customers.• Collaborate with cross-functional teams, including engineers and product managers, to address and resolve customer issues promptly.• Provide expert guidance and troubleshooting assistance to customers, ensuring timely resolution of technical challenges.• Manage customer expectations and assist customers’ technical requests and drive any technical issues to closureYOU WILL DO WELL IN THIS ROLE WHEN YOU…• become a trusted advisor to customers, hyper-focused on quality and successful adoption• always strive to provide exceptional customer experience• accept personal responsibility for that quality and timeliness of work• set personal objectives that meet organizational needs• are technical-focused with analytical and problem-solving skills while able to describe technical configurations to non-technical audiences• build positive relationships with peers while working remotely with others across geographies and cultures• listen continuously, learning from others and leveraging input• possess unquestionable integrity, credibility, and character proactively demonstrating high moral and ethical behavior• constantly improve your own work methods• commit to the sustainability/scalability of Legion solutions• work well as a self-starter in a fluid work environment with limited resources• are a career driven individual looking to grow in a fast paced startupREQUIREMENTS AND QUALIFICATIONS• 3+ years Technical Account Management or other relevant experience such as implementing and configuring workforce management solutions• Experience in managing multiple stakeholders and projects with competing priorities• Strong root cause diagnostic capabilities to assess customer reported problems and determine whether it’s a software, configuration, or user error• Bachelor's degree or equivalent experience• Possess exceptional interpersonal and English communication skills including verbal, written presentation and listening• Technical understanding of integration platforms such as Workato, Dell Boomi, Jitterbit,SnapLogic (Workato preferred)PREFERRED QUALIFICATIONS AND SKILLS• Workforce management (WFM) consulting and integration experience• 3+ years Technical Account Management or other relevant experience such as implementing and configuring workforce management solutions• Proven ability to manage changes for business growth minimizing disruption• Experience in operating environments in retail, hospitality, restaurant or other industries to understand and identify labor challenges that Legion solves• Exposure to agile software development leveraging toolsets (e.g. Jira, GitHub, Jenkins)• Exposure to reporting/analytics with SQL development (Mysql, applications like Snowflake)• Graduate of a university with a degree in a relevant STEM field including: Information Systems, Engineering, Computer Science or other relevant degreeABOUT LEGIONJoin Legion's mission to turn hourly jobs into good jobs. We're a remote, mission-driven team seeking exceptional talent to propel this vision. Embrace a culture that's collaborative, fast-paced, and entrepreneurial. With us, you'll grow your skills, work closely with experienced executives, and contribute significantly to our mission. Our award-winning AI-native workforce management platform is intelligent, automated, and employee-centric and proven to deliver 13x ROI. We help labor-intensive organizations maximize labor efficiency and employee engagement simultaneously. Legion has earned recognition for its innovation, including spots on the Inc. 5000 list, Forbes’ Next Billion Dollar Startups, and awards for our AI technology. Backed by leading investors such as Norwest Venture Partners, Stripes, First Round Capital, XYZ Ventures, Webb Investment Network, Workday Ventures, and NTT DOCOMO Ventures, we're making real change. If you're ready to make an impact and grow your career, Legion is where you belong. Join us in making hourly work rewarding and fulfilling.BACKGROUND AND OPPORTUNITYThere are almost 75 million hourly workers in the United States, representing more than half of the entire workforce. Historically, managing hourly employees has been difficult due to high attrition (average of 60%) and high replacement costs (average of $3,200 per employee in retail). The ongoing labor shortage and competition from the gig economy, make it more difficult to attract and retain hourly employees. The top reasons hourly employees leave their jobs are a lack of schedule empowerment, poor communication with employers, and an inability to get paid early. Gen Z and the millennial workforce demand gig-like flexibility, modern technology, and compelling work options. Legion’s mission is to turn hourly jobs into good jobs, serving the hourly workers who make up the majority of the US workforce. We believe in empowering employees and helping employers be efficient and innovative by enabling intelligent automation powered by Legion’s Workforce Management platform to optimize labor efficiency and enhance the employee experience simultaneously. Legion WFM was built for the cloud with AI at the core and is designed to handle the complexity of modern businesses and meet the needs of today’s hourly employees. Our team is comprised of dedicated individuals from all backgrounds and experiences, globally distributed across all time zones. For more information, visit https://legion.coCOMPENSATIONAt Legion, we offer competitive compensation and benefits packages to all employees. As a fully remote employer, pay for positions is determined using local, national, and industry-specific survey data.We strive to make competitive offers allowing employees room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and internal equity within the company for the same position.EQUAL EMPLOYMENT OPPORTUNITYLegion Technologies is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.DISABILITY ACCOMMODATIONFor individuals with disabilities who need additional assistance at any point in the application and interview process, please email recruiting@legion.coLegion is an equal opportunity employer. All applicants will be considered for employment without attention to race, religion, color, sex, sexual orientation, gender identity, age, national origin, veteran, disability status, or any other basis covered by appropriate law.How We Determine What We PayAs a fully remote employer, Legion determines pay for positions using local, national, and industry-specific survey data. We evaluate external equity and the cost of labor/prevailing wage index in the relative marketplace for jobs directly comparable to jobs within our company. Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living. For new hires, we strive to make competitive offers allowing the new employee room for future growth. Salaries will be based on the applicant’s location, level of experience, education, and specialized knowledge and skills. Additionally, we consider the external market rate, the amount we have budgeted internally, and internal equity within the company for the same position. An employee/candidate with a stronger skill set will receive higher pay.Job Applicant Privacy PolicyThis Job Applicant Privacy Policy (“Policy”) describes how Legion Technologies, Inc. (“Legion”, “we”, “us” and “our”) collects, uses, and discloses “personal information” as defined under California law from and about job applicants who are residents of California.This Policy does not apply to our handling of data gathered about you in your role as a user of our consumer-facing services. When you interact with us as in that role, the Legion Privacy Policy applies.• Types of Personal Information We HandleWe collect, store, and use various types of personal information through the application and recruitment process. We collect such information either directly from you or (where applicable) from another person or entity, such as an employment agency or consultancy, background check provider, or other referral sources. This information includes:• Identification and contact information, and related identifiers such as full name, date and place of birth, citizenship and permanent residence, home and business addresses, telephone numbers, email addresses, and such information about your beneficiaries or emergency contacts.• Professional or employment-related information, including:• Recruitment, employment, or engagement information such as application forms and information included in a resume, cover letter, or otherwise provided through any application or engagement process; and copies of identification documents, such as driver’s licenses, passports, and visas; and background screening results and references.• Career information such as job titles; work history; work dates and work locations; information about skills, qualifications, experience, publications, speaking engagements, and preferences; and professional memberships• Education Information such as institutions attended, degrees, certifications, training courses, publications, and transcript information.• Legally protected classification information such as race, sex/gender, religious/ philosophical beliefs, gender identity/expression, sexual orientation, marital status, military service, nationality, ethnicity, request for family care leave, political opinions, and criminal history.• Other information such as any information you voluntarily choose to provide in connection with your job application.• How We Use Personal InformationWe collect, use, share, and store personal information from job applicants for our and our service providers’ business and operational purposes in the recruitment process such as: processing your application, tracking your application through the recruitment process, contacting references with your authorization, conducting background checks you authorize, and making hiring decisions. We will also use job applicant information for internal analysis purposes to understand the applicants who apply and to improve our recruitment process. We may sometimes need to use applicant information for legal purposes, such as in connection with any challenges made to our hiring decisions.• With Whom We Share Personal InformationWe will disclose job applicant personal information to the following types of entities or in the following circumstances (where applicable):• Internally: to other Legion personnel involved in the recruiting and hiring process.• Vendors: such as technology service providers, travel management providers, human resources suppliers, background check companies, and employment agencies or recruiters, where applicable.• Legal Compliance: when required to do so by law, regulation, or court order or in response to a request for assistance by the police or other law enforcement agency.• Litigation Purposes: to seek legal advice from our external lawyers or in connection with litigation with a third party.• Business Transaction Purposes: in connection with the sale, purchase, or merger.• How to Contact Us About this Policy – If you have any questions about this Policy, please contact privacy@legion.co.