Note: The job is a remote job and is open to candidates in USA. Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. The Technical Account Manager will own the complete post-sale journey for enterprise clients using Symmetry's payroll compliance solutions, serving as the primary technical authority and driving API implementations and complex integrations to ensure clients realize maximum value from their investment.
Responsibilities
- Own and manage a dedicated enterprise client portfolio as primary technical advisor
- Deliver seamless implementations from kickoff through go-live, coordinating internal teams and ensuring timely deployment
- Develop deep understanding of each client's goals and translate them into actionable plans with measurable results
- Engage clients regularly via Zoom, email, phone, and on-site visits to strengthen relationships and ensure alignment
- Navigate ambiguous implementation scenarios independently — diagnose issues, own the path to resolution, and escalate only when truly blocked
- Drive product adoption with measurable improvements in usage metrics and client health scores
- Conduct technical assessments of API implementations and lead quarterly optimization sessions
- Guide clients on product integrations and troubleshooting in collaboration with the Implementation Engineer
- Serve as the first technical point of contact for enterprise clients during implementation and post-go-live, owning technical triage and driving resolution with Implementation and Support
- Educate clients on best practices to maximize value from Symmetry's solutions
- Monitor client health scores, usage metrics, and engagement to identify risks early and implement mitigation plans
- Provide prompt, professional responses to inquiries ensuring fast resolution and strong confidence
- Own risk identification and mitigation planning for your portfolio; partner with Account Management on renewal execution
- Identify process improvements that reduce implementation time and increase team capacity
- Leverage AI tools and automation to streamline reporting, communication, and coordination
- Maintain thorough documentation in CRM and ticketing systems
- Collaborate with Sales, Product, Engineering, and Support to resolve issues and drive continuous improvement
Skills
- Bachelor's degree or equivalent combination of education and experience
- 5+ years in Client Success, Technical Account Management, or Implementation Management in B2B SaaS
- Proven track record managing enterprise portfolios and driving retention, adoption, and client satisfaction
- Experience project managing complex software implementations from kickoff through go-live
- Technical aptitude to understand API/SDK integrations, conduct assessments, and troubleshoot issues independently
- Track record operating in ambiguous or early-stage environments — you've built process, playbooks, or frameworks where none existed
- Demonstrated experience managing multi-threaded enterprise relationships — navigating multiple stakeholders across business and technical teams simultaneously
- Track record leveraging data and metrics to drive client outcomes and operational efficiency
- Comprehension of API/SDK architecture, RESTful APIs, and integration concepts
- Ability to read API documentation and guide clients through technical implementation independently
- Experience with API testing tools (Postman or similar) for client troubleshooting
- Proficiency with CRM systems (NetSuite, Salesforce, or comparable)
- Experience with customer success platforms (Catalyst, Gainsight, ChurnZero, or similar)
- Working knowledge of project management and ticketing systems (Jira, Asana, Zendesk, or comparable)
- Proficiency with Google Workspace including Slides and Sheets with formulas and data analysis
- Experience with virtual meeting platforms (Zoom, Microsoft Teams, or similar)
- Experience with generative AI tools and building AI agents (ChatGPT, Gemini, or comparable)
- Strong technical acumen with ability to translate capabilities into business value
- Exceptional relationship-building skills to advise enterprise stakeholders on technical and business outcomes
- Clear, precise communication skills with ability to simplify complex technical concepts for varied audiences
- Proactive, ownership-driven mindset with full accountability for results
- Strong analytical and critical thinking with comfort in qualitative and quantitative analysis
- Strong organizational and project management skills across multiple competing priorities
- Adaptable and resilient in dynamic, performance-driven environments
- Demonstrated ability to build and leverage AI tools that drive client outcomes and implementation success
- Experience in payroll, HR tech, or compliance technology strongly preferred
- Project management certification (PMP, CAPM, Google Project Management)
- API fundamentals certification (Postman Student Expert or equivalent)
Benefits
- Employees who are based in those locations will be expected to work from the office on designated days approximately **2-3 days** per week (or more depending on role).
- When approved to work from a location other than the office, a secure, reliable, and consistent internet connection is required.
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