Partner Technical Account Manager

Position Summary:
Workforce Go is seeking a dynamic and experienced Partner Technical Account Manager to be the primary technical contact for our partners, managing all aspects of their technical needs. This role will require a combination of technical expertise, relationship management, and excellent communication skills. The Partner TAM will work closely with Workforce Go internal departments and partners to ensure seamless collaboration, resolve technical issues, and enhance the overall partner experience.

Note: AE Perkins is a holding company that supports three innovative operating entities: Ameriflex, Workforce Go, and Accresa.

Requirements

Principal Duties & Responsibilities:

Partner Technical Liaison & Relationship Management:

• Serve as the main point of contact for all technical inquiries from partners.
• Build and maintain strong, positive relationships with partners, ensuring their technical needs and concerns are addressed promptly.
• Understand the business needs and technical environments of each partner to proactively identify opportunities for improvement and growth.
• Work closely with the Channel and Sales teams to ensure alignment and shared goals.

Technical Support & Escalation Management:

• Act as the primary technical escalation point for partners, managing the resolution of complex issues or concerns.
• Collaborate with internal teams (professional services, integration services, engineering, product, customer support) to resolve partner issues quickly and effectively.
• Communicate effectively on issues and provide regular updates to partners.
• Ensure that partners are well-supported and that issues are addressed with minimal disruption to their business.

Technical Consultation & Problem-Solving:

• Provide technical guidance and support to partners on product features, implementation, integration, best practices, and troubleshooting.
• Assist partners with following Workforce Go processes
• Share insights and feedback from partners to internal product and engineering teams to influence product development and improvements.

Collaboration with Internal Teams:

• Work closely with internal departments (e.g., engineering, product management, sales) to advocate for partner needs and relay technical challenges or requests.
• Participate in internal meetings to communicate partner feedback, industry trends, and opportunities for enhancement.
• Support the sales team with technical presentations and demonstrations for potential partners, helping to drive new business and expand existing relationships.

Training & Enablement:

• Provide technical training and enablement to partners, ensuring they have the knowledge and resources to successfully work with Workforce Go on mutual client initiatives.
• Create and maintain technical documentation, FAQs, and troubleshooting guides to empower partners in understanding Workforce Go best practices.

Metrics & Reporting:

• Track and report on key performance indicators (KPIs), including issue resolution times, partner satisfaction, and technical success metrics.
• Analyze data to identify trends in partner issues and work proactively to mitigate future escalations.

Knowledge, Skills, and Abilities Required:

Leadership & Organization:

• Highly organized with an ability to multitask, prioritize, and manage multiple initiatives while maintaining strong attention to detail. (Advanced)

Strategic Thinking & Communication:

• Strong critical thinking, writing, and presentation skills to articulate results, challenges, and solutions across all levels. (Advanced)

Data-Driven & Self-Motivated:

• Data-oriented self-starter with an ability to leverage insights to drive marketing and sales outcomes. (Intermediate)

Collaboration & Relationship-Building:

• Proven track record of collaboration with internal teams and success in building strong, results-oriented partnerships. (Intermediate)

Adaptability & Curiosity:

• Flexible and curious, with a willingness to embrace new opportunities and learn continuously. (Intermediate)

Credentials & Experience:

Education:

• Bachelor's degree in a technical field or equivalent work experience.

Experience:

• 5+ years of experience in technical account management, or professional services role, preferably in a partner-facing environment.
• Experience and industry knowledge in HR, payroll, and HCM preferred
• Understanding of mid-market ERP systems desirable
• Excellent communication and interpersonal skills, with the ability to effectively manage relationships with both technical and non-technical stakeholders.
• Proven experience with managing partner escalations and driving issue resolution.
• Ability to work collaboratively across multiple departments and manage multiple priorities simultaneously.
• Experience in cloud computing, software-as-a-service (SaaS), or enterprise technology solutions is a plus.
• Strong problem-solving skills, with an ability to think critically and provide actionable solutions.
• Familiarity with CRM systems, ticketing tools, and support platforms (e.g., Salesforce, Atlassian Jira).

Technical Skills:

• Familiarity with APIs, integrations, and related technical architecture.

Travel Requirement:

• Ability to travel as needed.

Benefits

NOTE: The salary for this position is set at $120,000 with annual bonus potential.

BENEFITS

• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401(k) Matching
• Flexible Spending Accounts
• Health Savings Accounts
• Disability & Life Insurance
• Employee Assistance Program
• LegalShield
• ID Shield
• Commuter Reimbursement Plan
• Tuition Reimbursement
• Bonus Pay - This position falls under our "Corporate Bonus Plan" which entitles you to a potential bonus payout of up to 10% of your annual salary as an annual bonus, if offered employment.

ADDITIONAL BENEFITS INCLUDE:

• Wellable membership
• Telescope Health (telehealth) through Accresa
• Intellect (mental health) application
• Employee engagement activities, including voluntary events, raffles, book club, and more!

Qualification

Bachelor's Degree