Technical Account Manager

TECHNICAL ACCOUNT MANAGER

Remote - US

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
• Manage customer expectations and assist customers’ technical requests and drive any technical issues to closure
• 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
• Collaborate with internal teams to achieve high adoption and positive NPS/customer sentiment
• Contribute functional and technical articles to the Legion Knowledge Base for customers and internal teams

YOU 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 startup

REQUIREMENTS 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 degree

COMPENSATION & BENEFITS

Salary Range: $65,000 - $100,000 + Bonus 

At 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. Our posted salary range is done so in good faith based on national data and may be refined for a candidate's region/town/cost of living. 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. 

Benefits include, but are not limited to:

• $0 monthly premium and other flexible medical, dental, and vision plans effective on the first day of employment
• 401k plan
• Unlimited Paid Time Off and Paid Holidays
• Parental Leave 
• Equity 
• Monthly Wellness Reimbursement
• Monthly Lunch on Legion

Legion is on a mission to turn hourly jobs into good jobs, and we’re looking for best-in-class talent to drive this mission.Legion is a fully remote, mission-driven company focused on turning hourly jobs into good jobs. It’s a collaborative, entrepreneurial, and fast-paced culture. You’ll have the opportunity to learn, interact directly with seasoned product executives, grow your skills, and enhance your career while helping solve important problems and achieve Legion’s mission. Our industry-leading, Intelligent Automation is powered by Legion’s Workforce Management (WFM) platform, which optimizes labor efficiency and enhances employee experience. In a recent Forrester Total Economic Impact study, Legion WFM was proven to deliver 13x ROI through schedule optimization, reduced attrition, increased productivity, and increased operational efficiency. Legion has been recognized for its innovative, modern approach to transforming workforce management – Inc. 5000 fastest-growing private companies in America, Forbes’ Next Billion Dollar Startups, JMP Securities’ Hot 100 List of the Best Privately Held Software Companies, and named a Gartner Cool Vendor. Legion is backed by Norwest Venture Partners, Stripes, First Round Capital, XYZ Ventures, Webb Investment Network, Workday Ventures, and NTT DOCOMO Ventures.

There 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). Now new challenges, such as the Great Resignation, 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, 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.co 

Legion 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.

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected] Thanks for your interest in Legion. We look forward to learning more about you. We’ll review your application and respond as quickly as possible.