Technical Account Manager

Technical Account Manager

Hybrid, Bucharest, Romania

JOB OVERVIEW

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.The Technical Account Manager (TAM) serves as a trusted technical partner to customers, acting as the primary point of contact for technical guidance, system optimization, and issue coordination after implementation. The TAM works closely with customer System Administrators and internal teams to understand business processes, ensure effective system configuration, and help customers maximize value from the platform.

RESPONSIBILITIES AND DUTIES

Named Technical Contact

Serve as the dedicated technical resource for assigned customer accounts

Partner with customer System Administrators to understand business processes, workflows, and system configurations

Maintain deep familiarity with each customer’s environment, priorities, and use cases55

Product Expertise & Consultation

Act as a product expert, providing guidance, best practices, and technical consultation

Translate customer business needs into system configuration and optimization recommendations

Support customers in understanding platform capabilities, limitations, and tradeoffs

Issue Facilitation & Support Oversight

Provide oversight and coordination for customer support tickets

Own or directly manage highly technical or complex issues as needed

Effectively escalate critical and urgent issues, partnering with Support, Engineering, and Product teams to drive resolution

Analyze support trends and proactively address recurring issues

Readiness & Enablement Management

Ensure customers are prepared for and leveraging new product features

Conduct Release Readiness Reviews to prepare customers for upcoming releases, including testing, configuration changes, and process impacts

Partner with customers to drive feature adoption aligned to their business goals

Trusted Advisor & Relationship Management

Run a regular cadence of customer meetings to review:

Open workstreams and initiatives

Support ticket status and analysis

New questions and technical needs

Open and prioritized issues

Action items and next steps

Serve as a trusted consultant, ensuring alignment between customer goals and platform usage

Advocate for customer needs internally and provide feedback to Product and Engineering teams

You will do well in this role if you…

become a trusted advisor to customers, hyper-focused on quality and successful adoption

always strive to provide exceptional customer experience

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)5

PREFERRED QUALIFICATIONS AND ATTRIBUTES

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)

ABOUT LEGION

Join Legion's mission to turn hourly jobs into good jobs. We're a 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 OPPORTUNITY

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). 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 composed of dedicated individuals from all backgrounds and experiences, globally distributed across all time zones. For more information, visit https://legion.co

COMPENSATION & BENEFITS

At Legion, we offer competitive compensation and benefits packages to all employees. As a hybrid employer in Bucharest, Romania, 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.

Benefits include, but are not limited to:

Health Benefits

Paid Time Off and Paid Holidays

Equity

Monthly Wellness Reimbursement

Meal Vouchers

EQUAL EMPLOYMENT OPPORTUNITY

Legion