Sr. Technical Account Manager

The Technical Account Manager (TAM) will help drive success for the Pooled Customer segment; a fast-growing cohort of digital-first clients who value autonomy, technical depth, and business outcomes. This role is ideal for someone who thrives at the intersection of data and customer experience: someone who can navigate complex data systems, troubleshoot and guide implementations, and partner with customers to identify and unlock business value. As a Sr. TAM, you will co-own a book of 50+ customers alongside a Digital Account Manager. Your focus will be on technical enablement, implementation, and scaled support strategies, with a strong emphasis on retention, growth, and automation. The Technical Account Manager will partner with a Digital Account Manager to co-manage the success of 50+ Pooled Customer accounts, balancing hands-on support with scalable engagement. They own technical onboarding and implementation for new customers within the pooled model. They will serve as the primary technical point of contact for select accounts, joining recurring customer calls and providing in-depth product and integration guidance. This person should proactively identify and surface risks, upsell opportunities, and expansion potential to the Digital Account Manager and broader account management team. Help design and refine one-to-many engagement strategies, customer programs, and automation tactics to drive long-term retention (GRR) and efficiency at scale. Contribute to our customer-facing Help Center, internal support workflows, and ongoing maintenance of Matik’s demo environment, with a focus on building repeatable processes and documentation as we scale.