Technical Account Manager

Job Description

Hum Cap’s client is seeking a highly focused and technically inclined Technical Account Manager (TAM) to nurture key customer relationships and ensure successful delivery of the client’s technology platform. Acting as the primary advocate for assigned accounts, the TAM will support day‑to‑day operations, manage escalations, coordinate technical changes, and ensure customer satisfaction across all touchpoints. This role requires comfort working hands‑on with POS systems, networking concepts, cloud tools, and hospitality technology, as well as the ability to communicate effectively with both technical and executive stakeholders.

• Support senior account leadership in driving customer success for assigned clients.
• Serve as the primary liaison between customers and internal teams.
• Build strong relationships across customer Operations, Marketing, IT, and leadership.
• Lead recurring meetings, status reviews, and performance discussions.
• Manage customer updates and communication for high‑severity or escalated issues.

• Act as the technical escalation point for account‑specific issues.
• Monitor platform performance and ensure full functionality of deployed features.
• Conduct UAT, testing, and validation in both lab and in‑restaurant environments.
• Review system‑health metrics, proactively identify issues, and drive resolution.
• Track customer KPIs and review platform performance on a recurring basis.

• Manage UAT approvals for content updates, new features, and software functionality.
• Coordinate releases, menu updates, surveys, ticket workflows, and system changes.
• Maintain efficient software bundles and deployment processes.
• Collaborate with Product/Engineering on customer‑requested features, bugs, and enhancements.

• Create training materials, presentations, and customer‑facing documentation.
• Deliver consistent customer status reports covering platform health and open issues.
• Maintain inventory and equipment allocation records for customer sites.
• Prepare executive‑level reporting for customers and internal stakeholders.

• Partner with account leadership to maintain detailed execution calendars.
• Coordinate internal teams to efficiently manage upgrades, releases, and changes.
• Support implementation, deployment, and customer training during site visits.
• Travel as required to meet customer needs.

• 7+ years of experience as a Technical Account Manager, Account Manager, Project Manager, or Customer Success Manager supporting enterprise technology.
• Experience implementing ERP, HCM, POS, networked, or infrastructure systems.
• Strong technical acumen; familiarity with computer science, networking, engineering, or hospitality terminology.
• Experience with tools such as Jira, Confluence, Net Suite, Salesforce, or Power BI preferred.
• Excellent written and verbal communication skills, including executive‑level presentation abilities.
• Proven relationship‑building skills across technical and business stakeholders.
• Self‑starter comfortable operating independently within embedded customer environments.
• Willingness to work hands‑on within restaurant or hospitality customer sites.
• Ability to travel regularly to support customer engagements.
• Bachelor’s degree or relevant equivalent experience.