Technical Account Manager - US TimeZone

About the Role

Rocketlane is looking for a highly motivated Technical Account Manager (TAM) to bridge our customers' success with internal excellence. As a TAM, you will combine deep product expertise, technical acumen, and exceptional communication to drive meaningful customer outcomes. You’ll collaborate cross-functionally to address complex needs, articulate feature requests, and develop tailored solutions for customers while building long-term partnerships.

You are a trusted advisor with a knack for solving problems and delivering results. Whether it's configuring custom workflows, navigating APIs, or guiding customers through technical challenges, you will help unlock value from Rocketlane’s platform.

Responsibilities

Technical Expertise

• Master Rocketlane’s product suite to provide unparalleled guidance and support to customers.

• Configure custom workflows and troubleshoot API integrations.

• Diagnose and resolve technical challenges to ensure seamless customer experience.

Customer Engagement

• Foster strong relationships by acting as the primary technical point of contact for strategic customers.

• Deliver training sessions to empower customers in using Rocketlane effectively.

• Ensure expectations are set and met through transparent communication and actionable insights.

Business Alignment

• Translate customer needs into actionable feedback for Product, Engineering, and other internal teams.

• Guide customers in aligning Rocketlane’s solutions to their business objectives.

• Provide consulting and prescriptive advice to maximize customer adoption.

Team Collaboration

• Mentor team members to elevate collective performance.

• Contribute to team morale by leading initiatives that foster process improvements and team collaboration.

• Actively drive feedback loops with Product and Engineering to enhance Rocketlane’s offerings.

  Qualifications

  • 4-8 years of relevant experience in TAM or Product Consulting roles.

  • Expertise in managing high-profile customer accounts, with a proven track record of delivering exceptional results.

  • Strong organizational skills and the ability to manage competing priorities effectively.

  • Strong solutioning skills with the ability to troubleshoot and resolve complex technical problems.

  • Deep understanding of APIs, migrations, and SaaS platforms.

  • Demonstrated ability to translate technical jargon into business-friendly communication.

  • Excellent written and verbal communication, capable of engaging both technical and non-technical audiences.

  • Expertise in rapport building, expectation setting, and managing strategic customer relationships.

  • Training and presentation skills to effectively communicate solutions and best practices.

  • Confidence to push back where necessary, balanced by a collaborative approach.

  • Negotiation skills that drive win-win outcomes.

  • A natural mentor who inspires and motivates teams to perform at their best.

  • Experience driving cross-functional initiatives and contributing to process improvements.