Technical Account Manager

The Role:

We are seeking a Technical Account Manager (TAM) to serve as the primary technical authority and trusted advisor for our customers and implementation partners with a direct link to our product team. In this role, you will own upfront system design and long-term platform health, lead solution architecture design, resolve complex integration blockers during implementation, and drive ongoing platform growth through new feature adoption, system optimization, and technical account management. By bridging hands-on engineering with strategic account management, you will ensure partners build scalable, high-value solutions on our platform while continuously channeling partner feedback and feature requests directly to our Product and Engineering teams. The ideal candidate is a consultative system architect who combines deep hands-on integration and implementation expertise with strong client management skills, proven in guiding implementation partners through complex technical deployments while driving long-term platform adoption.

Key Responsibilities

Technical Account Oversight

• Act as the primary technical point of escalation for assigned clients and partners
• Translate business needs into technical requirements and solutions
• Oversee technically complex scope items & ensure successful delivery
• Monitor health of (or suggest need for) Technical Advisories
• Identify project risks from SIs and other third-party developers, including potential need for intervention by Oro
• Own architecture and solution-related requests to support
• Escalate support tickets when needed to coordinate timely resolution
• Report any recurring issues or feature requests to the Oro product team

Cross-Departmental Collaboration

• Close collaboration with account main contact (CSM)
• Communicate with product and delivery teams, as needed, including go-live support
• Work with support and professional services team on client and partner advisory for customization requests
• Compare estimates vs post-project actual hours to improve future estimation work
• Advocate expanding existing features or suggest new ones for product roadmap
• Contribute to process improvements and internal knowledge sharing

Required Qualifications

• 5+ years of experience in technical account management, solutions engineering, or similar client-facing roles
• Deep technical & architectural depth, including hands-on experience with modern system design, web APIs (REST, GraphQL), data integration patterns, and cloud platforms
• Strong understanding of web and e-commerce platforms implementation and ecosystems (PIM, ERP, CMS, OMS)
• Strong knowledge of web technologies (HTML, CSS, JavaScript, APIs, Server-side architecture)
• Experience managing multiple clients or projects simultaneously
• Excellent communication and presentation skills
• Strong problem-solving and organizational abilities

Preferred Qualifications

• Familiarity with analytics tools (Google Analytics, GA4, etc.)
• Understanding of SEO, CRO, and digital marketing concepts
• Experience with Atlassian tools (JIRA, Confluence, etc.)
• Technical background or prior development experience is a plus

Key Competencies

• Client-first mindset with strong interpersonal skills
• Ability to translate complex technical concepts into a clear, actionable roadmap
• Proactive, detail-oriented, and highly organized
• Adaptability in a fast-paced, evolving environment

What Success Looks Like

• High client satisfaction and retention
• Promptly handled technical escalations
• Results-oriented task prioritization
• Growth in existing accounts through strategic recommendations
• Strong internal collaboration, especially with CSMs

About the Company

OroCommerce is a global B2B eCommerce platform built for complex buying and selling. We help manufacturers, distributors, and wholesalers digitize and scale their businesses through flexible, open-source technology. Collaboration, transparency, and innovation drive how we work across teams, time zones, and partners to deliver lasting value for our customers worldwide.

Salary: $120,000+