We are seeking a dedicated Technical Account Manager (TAM) to serve as the primary technical point of contact for our clients, ensuring the seamless adoption, integration and performance of our Prisma Prop Tech solutions. Specifically, in this role:
You are the client's technical anchor. You act as the main technical point of contact for an assigned portfolio of property management clients, owning inquiries, escalations and day-to-day communication end to end.
You sit between clients and engineering. You translate client needs into transparent, actionable requirements for our development team, and translate technical progress back into language clients understand.
You own the health of the client's experience. You track ticket resolution, system stability and enhancement delivery against defined service levels, and you flag risks before they become issues.
You work hands-on with our platform. You develop expert-level knowledge of Prisma and Passport, test what we release, and validate that changes behave correctly before clients ever see them.
You drive continuous improvement. You convert recurring client feedback and support patterns into concrete proposals for product and process improvement, rather than simply closing tickets.
You build the operating backbone. You create and maintain SOPs, knowledge base articles and training material that make support repeatable for both internal teams and external users.
You support onboarding and growth. You assist senior team members in onboarding new clients, including account and property setup in Prisma and Passport.
You work US business hours. This is a night-shift role aligned to our North American client base, in a fast-paced environment where priorities shift and ownership matters.
What You'll Do:
Client Liaison & Relationship Management
Act as the primary technical point of contact for assigned clients, providing timely updates and resolutions for all inquiries and escalations.
Build and maintain strong, t