Technical Account Manager

ABOUT ZIPLINE

Zipline is a well-funded, rapidly growing SaaS company transforming how frontline teams work. We empower the world’s leading brands across retail, healthcare, logistics, and beyond to connect, align, and inspire their employees- from headquarters to the front lines. Our customers consistently give us best-in-class NPS and CSAT scores, and they rave about how Zipline makes their teams’ lives easier and their businesses more effective. We’re also a fully remote company, with passionate employees across the U.S., Canada, and around the globe.

Please note: Zipline is 100% remote and accepts applicants from Canada, US & internationally. This role would require you to support both our EU and North American markets.

ABOUT THE ROLE

The Technical Account Manager (TAM) serves as the technical advisor for customers throughout their lifecycle, partnering closely with Account Management, Sales, Solutions Consulting, Product, and Engineering to deliver technical solutions that maximize customer value.

This role is responsible for leading customer-facing technical services, including integrations, identity management, data services, and technical consultation. The TAM also serves as a trusted internal resource, supporting revenue-generating opportunities, delivering professional services engagements, and acting as the highest level of technical escalation for complex customer implementations.

We're looking for someone who enjoys solving technical challenges, building strong customer relationships, collaborating across teams, and translating complex technical concepts into practical business solutions.

WHAT YOU’LL DO

Integration Services

- Lead the implementation and delivery of standard and custom customer integrations.

- Configure and support identity management solutions including SSO, SAML, SCIM, and Just-in-Time (JIT) provisioning.

- Execute customer identity migrations post-launch such as UserPass to SSO, SAML to SCIM, switching of Identify Providers, etc.

- Coordinate custom API integration projects with customers and Engineering teams.

- Manage technical implementation timelines while ensuring successful customer outcomes.

Data Services

- Deliver customer implementations for GraphQL API integrations supporting Metrics Widgets.

- Configure and support Resource Library sFTP integrations when implemented post-launch.

- Implement and support Data Connector (BigQuery) integrations.

- Lead implementation of advanced data exchange solutions and other future data products.

- Consult with customers on data architecture and API best practices.

Customer Technical Consultation

- Serve as a trusted technical advisor throughout the customer lifecycle.

- Conduct customer consultation sessions around:

- Custom API integrations

- Integration architecture

- Reporting capabilities

- Data services

- Platform best practices

- Translate business requirements into scalable technical solutions.

- Identify opportunities to improve customer workflows through integrations and automation.

Internal Technical Consulting

- Partner with Sales and Solutions Consulting during the sales cycle by answering technical questions, participating in discovery sessions and reviewing integration and API functionality.

- Support Account Managers with technical strategy for integration and data services upsell opportunities.

- Provide consultation on reporting capabilities, Metabase functionality, and available technical solutions for existing customers.

- Collaborate with Product and Engineering to communicate customer feedback and influence future platform enhancements.

Technical Escalations & Support

- Serve as the Tier 3 escalation point for complex integration and API-related customer issues.

- Troubleshoot authentication, provisioning, API, and data synchronization challenges.

- Partner with Engineering to investigate, prioritize, and resolve complex technical issues.

- Ensure customers receive timely communication and resolution throughout technical investigations.

Documentation & Enablement

- Develop and maintain customer-facing API, integration, and technical documentation.

- Partner with Engineering to improve documentation for existing and new integrations.

- Create internal documentation and best practices to improve technical enablement across Customer Success, Sales, and Solutions Consulting.

- Share technical knowledge with internal teams through training and consultation.

Special Projects

- Lead strategic technical initiatives requiring cross-functional coordination across Product, Engineering, Customer Success, and customer stakeholders.

- Support other high-impact technical initiatives across the business as needed.

- Manage complex technical implementations requiring detailed project management and stakeholder coordination.

- Participate in approved strategic projects as prioritized by leaders